Ombudsman Intake & Investigations Assistant

State of Iowa - Executive Branch; Des Moines (IA); On-site; USD 42,000 - 64,000; Full time

Job summary

The Iowa Ombudsman’s office is seeking an Assistant Ombudsman to be the first contact for Iowans with complaints. You will triage and analyze complaints to clearly identify issues and determine how to resolve them or when to elevate them.

You will manage a caseload, identify patterns, and document notes in the case management system, communicating with the public and officials. Public administration and investigations experience are valued.

Qualifications

• Graduate from an accredited four-year college or university, or three years of work experience with similar knowledge and skills.
• Excellent oral and written communication skills.
• Ability to work independently and collaboratively in a public service environment.
• Ability to analyze complaints and apply relevant laws, rules, and policies.
• Experience with case management systems is preferred.

Responsibilities

• Process cases received through intake or assigned by the Ombudsman or designee.
• Triages and analyzes complaints to clearly identify issues and determine resolution paths.
• Manage a caseload and document notes in the office’s case management system.
• Communicate effectively with the public and with public officials, in writing and verbally.
• Draft final communications or reports upon case conclusion.

Skills

Oral communication

Written communication

Interpersonal skills

Empathy

Investigation techniques

Education

Bachelor's degree

Three years of related experience

Job description

The Iowa Ombudsman’s office is seeking an Assistant Ombudsman to be the first contact for Iowans with complaints. You will triage and analyze complaints to clearly identify issues and determine how to resolve them or when to elevate them.

You will manage a caseload, identify patterns, and document notes in the case management system, communicating with the public and officials. Public administration and investigations experience are valued.