Hybrid Public Ombuds Specialist

Commonwealth of Massachusetts; Boston (MA); Hybrid; USD 74,000 - 100,000; Full time

Benefits offered by this job

Hybrid work eligibility

Job summary

Commonwealth of Massachusetts is seeking an Ombuds Specialist to support the Ombuds Unit, ensuring timely, accurate, and respectful customer service across state agencies and partners. The role focuses on resolving requests, maintaining professional relationships, and tracking data for continuous service improvement.

Responsibilities include conducting interviews, preparing eligibility explanations, and ensuring accessibility of ADA services while handling confidential information with

Qualifications

• Experience in social services or related fields with strong communication skills.
• Ability to understand and apply laws, rules, and policies governing unit activities.
• Ability to analyze data, draw conclusions and provide recommendations.
• Ability to gather information from records and questions.
• Ability to prepare and use charts, graphs, and tables.
• Ability to write clear reports and convey instructions precisely.

Responsibilities

• Field and resolve requests from a variety of sources including state and local offices.
• Create and maintain professional relationships with external partners.
• Ensure clients receive services in an accurate, timely and respectful manner.
• Conduct interactive interviews using the agency’s PC-based eligibility system.
• Develop and maintain an integrated approach to customer relations and complaint management.
• Track and monitor data to enable systemic improvements and reduce program barriers.
• Prepare explanations of eligibility decisions.
• Complete administrative responsibilities accurately and timely.
• Evaluate and monitor client cases for compliance with rules and guidelines.
• Report domestic violence issues to the appropriate specialist immediately.
• Ensure clients are aware of ADA services and accommodations.
• Provide direct client services as needed.

Skills

Communication skills

Interpersonal skills

Analytical thinking

Data interpretation

Report writing

Discretion handling confidential info

Education

Bachelor's degree or higher

Tools

Electronic Document Management (EDM)

PC software

Job description

Commonwealth of Massachusetts is seeking an Ombuds Specialist to support the Ombuds Unit, ensuring timely, accurate, and respectful customer service across state agencies and partners. The role focuses on resolving requests, maintaining professional relationships, and tracking data for continuous service improvement.

Responsibilities include conducting interviews, preparing eligibility explanations, and ensuring accessibility of ADA services while handling confidential information with