Early Resolutions Ombuds

State of Washington; Olympia (WA); Hybrid; USD 55,000 - 65,000; Full time

Benefits offered by this job

Flexible schedule

Telework up to 2 days/week

Travel for meetings

Job summary

State of Washington’s Office of the Corrections Ombuds is seeking an Early Resolution Ombuds 1 to promote fairness and transparency in the state’s corrections system. The role involves investigations, intake, reporting, and negotiation with DOC staff and stakeholders to resolve complaints in a sensitive, confidential environment.

You will conduct investigations, document cases, and coordinate with DOC personnel and complainants while upholding equity, inclusion, and public service values central

Qualifications

• Knowledge of investigative and fact-finding principles to support objective complaint resolution.
• Working knowledge of confidentiality and information management for sensitive information.
• Experience applying conflict resolution or negotiation techniques to facilitate resolutions.
• Ability to document information using electronic case management systems.
• Excellent written documentation and communications skills.
• Ability to engage with diverse audiences with empathy and professionalism.

Responsibilities

• Investigate and resolve complaints from individuals incarcerated in DOC facilities.
• Assess urgency, jurisdiction, and appropriate investigative response.
• Gather, analyze, and securely maintain documentary evidence across confidential systems.
• Coordinate time-sensitive video, photo, and audio recordings for investigations.
• Draft professional correspondence, reports, and materials for varied audiences.

Skills

Investigations

Case management

Communication

Conflict resolution

Confidentiality

Cultural humility

Empathy

Public service

Tools

Case management software

Job description

Please note: The starting salary offer will be determined based on the successful candidate’s qualifications within the budgeted salary range of $55,000 -$65,000 annually. However, there is the potential for longevity, growth, and salary progression for the individual once employed.

Hybrid: Our physical office is in Olympia, WA. This position offers a flexible work schedule and allows for telework up to two days per week. However, you will be expected to travel to and participate in in-person meetings, events, and other activities as business needs require.

Why work for the Office of the Governor?

At the Office of the Corrections Ombuds (OCO), we are driven by a powerful mission: to create a more humane, transparent, and equitable Washington Corrections system. As an independent and impartial agency established by the Legislature, we are committed to advocating for incarcerated individuals, resolving conflicts, and fostering systemic improvements within the Department of Corrections (DOC). Our vision is to empower those impacted by incarceration to raise their concerns, reduce harm, and influence positive change across the system.

Our work is rooted in the belief that everyone deserves to be treated with dignity and respect. We provide crucial information to incarcerated individuals and their families, raising awareness about their rights and responsibilities, and ensuring that our services are equitable and inclusive. Diversity and lived experience are at the heart of our mission as we work to build a corrections system that serves everyone fairly.

The Job Opportunity

Make a difference in the lives of incarcerated individuals, their families, and communities across Washington. As an Early Resolution Ombuds 1, you will play a critical role in promoting fairness, accountability, and transparency within the state's correctional system. Through investigations, outreach, and problem‑solving, you will help ensure that the rights of incarcerated individuals are respected, identify systemic issues for consideration by the Governor and Legislature, and support compliance with laws, policies, and standards governing correctional facilities and services.

In this dynamic and mission‑driven role, you will conduct investigations, receive and document complaints submitted through the OCO hotline and other communication channels, and provide information and support to incarcerated individuals and their families. You will draft correspondence, reports, and other materials for a variety of audiences while collaborating with Department of Corrections staff, community members, and stakeholders. Success in this position requires strong communication skills, sound judgment, cultural humility, and the ability to navigate sensitive situations with professionalism, diplomacy, and empathy. If you are passionate about public service, justice, and creating meaningful change, we encourage you to apply.

What you’ll work on

Investigative Casework

• Resolve complaints from and about the individuals incarcerated in DOC facilities.
• Assess incoming complaints to determine urgency, jurisdiction, and appropriate investigative response.
• Conduct independent investigationsinto allegations involving incarcerated individuals and DOC operations.
• Gather, analyze, review, document, and securely maintain documentary evidence from the DOC’s systems, within confidential OCO systems
• Coordinate and obtain time-sensitive video, photo, and audio surveillance recordings and evidence critical to investigations from the DOC
• Consult with employees of the DOC and complainants in separate fact-finding conferences as necessary
• Evaluate DOC investigations, disciplinary hearings, and official reports to assess compliance with policy, procedures, and applicable standards.
• Participate in on‑site facility visits as directed by the OCO Director to communicate in‑person to complainants, assess concerns, and collaborate with employees of the DOC to facilitate issue resolution.

Reporting

• Prepare accurate, comprehensive case documentation to support reporting requirements and performance metrics for the purposes of creating externally reportable outcomes.
• Participate in internal OCO meetings and collaborate in external meetings with DOC and/or stakeholders
• Maintain confidential OCO records, case management system information, and draft other official documents as needed
• Escalate complex, high risk, or emerging issues to management providingtimely analysis and recommendations for appropriate action.
• Document all communicationsnegotiations and case actionswith the DOC staff in accordance with OCO policies and confidential case management systems requirements.
• Draftclear, professional correspondence complainants explaining case outcomes, and the results of an investigation and the negotiated resolutions.

Negotiation

• Engage in dispute resolution and/or negotiations with employees of the DOC to reach mutually agreed upon outcomes.
• Facilitate methods of resolution by collaborating at the lowest level with employees of the DOC. Interpret and explain DOC policies, procedures, and applicable regulations to complainants, ensuring they understand investigative processes, available options, and case outcomes.

Intake

• Receive and document complaints from and on behalf of the individuals incarcerated in DOC facilities.
• Answer telephone on the OCO hotline responding to inquiries with professionalism, accuracy, and empathy.
• Attend scheduled hotline shifts as required to ensure adequate coverage.
• Provide technical assistance and consultation to hotline callers, responds to inquiries regarding both DOC and OCO rules, regulations, policies, DOC procedures, OCO processes and available complaint resolution options.
• Engage in discussions with individuals who call the hotline, to obtain all necessary information and to assess the complaint for potential OCO involvement
• Accurately document in the OCO Case Management System, all details of the complaint reported and incarcerated person’s information using both investigative interview techniques and review of DOC systems.
• Ensure timely assignment of new complaints to “Triage” process to support efficient case management and investigative response.
• Maintain complex electronic or manual file systems or database files. Ensuring records are complete, accurate, and compliant with records management and confidentiality requirements.

Confidentiality

• Maintain confidential records as outlined in RCW 43.06C.060.

What we need you to bring

Required Qualifications:

• Knowledge of investigative and fact‑finding principles sufficient to gather, evaluate, analyze, and document information from multiple sources to support objective complaint resolution.
• Working knowledge of confidentiality principles and information management practices necessary to appropriately handle sensitive information in accordance with legal, ethical, and organizational requirements.
• Experience applying conflict resolution, negotiation, or problem‑solving techniques to facilitate constructive discussions and support mutually acceptable resolutions.
• Working knowledge of computer applications and electronic case management or records management systems used to document, maintain, and retrieve information.
• Skill in preparing clear, accurate, and well‑organized written documentation, including correspondence, investigative records, case notes, and reports.
• Skill in communicating effectively with diverse audiences using active listening, interviewing techniques, and clear verbal and written communication tailored to the needs of the individual and the situation.
• Demonstrated proficiency in building and maintaining productive working relationships with individuals from diverse backgrounds through professionalism, empathy, cultural humility, and respect.
• Ability to assess complex situations and exercise sound judgment by evaluating information, identifying appropriate courses of action, and recognizing when issues require escalation.
• Ability to organize and manage multiple priorities while maintaining accurate records, meeting deadlines, and adapting to changing workloads.
• Commitment to equity, inclusion, accountability, and public service demonstrated through fair, respectful, and impartial interactions with individuals from all backgrounds.
• The ability to learn and grow: Curious about themselves and others, who take responsibility for knowing their own strengths and weaknesses, and who use their learning to make government programs and processes more efficient and effective to serve all in Washington.
• The ability to meet the needs of others: Flexible, adaptable, customer‑service focused, and willing and able to empathetically respond to the unique needs of the people we work with and serve.

Desired Qualifications:

• Knowledge of correctional systems, correctional operations, or the criminal justice system gained through professional, academic, volunteer, or lived experience.
• Experience working with individuals from underserved, marginalized, or vulnerable populations using a trauma‑informed, person‑centered approach.
• Experience conducting investigations, complaint resolution, mediation, or dispute resolution involving sensitive or complex issues.

Special Requirements

• Maintain a valid Washington State driver’s license.
• This position requires unescorted access to the Department of Corrections (DOC) facilities and access to DOC’s OMNI system. To meet DOC Facility access requirements, individuals must have been released from prison or probation for at least two years.
• DOC background check, including a review of criminal history, will be conducted prior to hire to determine eligibility for the required facility and system access.

What we offer

At OCO, we foster a culture of integrity, innovation, inclusion, and belonging. We value both learned and lived experiences, believing that diversity makes us stronger. To support your health and well‑being, we offer a variety of benefit programs for our employees. Please visit our Recruitment site for a full list of employee benefits. Here’s a glance at some of the unique benefits that ORIA offers:

• A culture that values and strives to advance diversity, equity, inclusion, and belonging
• Medical, Dental, Vision, and Life Insurance
• 12 paid holidays, 14 paid vacation days (minimum), and 12 days of sick leave per year
• State retirement programs

This position is exempt from civil service rules.

For more information, please see WAC 357-19-195