Ombudsman Intake & Outreach Specialist

City of Portland; Beaverton (OR); Hybrid; USD 52,000 - 76,000; Full time

Job summary

The City of Portland's Auditor’s Office seeks an Intake Coordinator to help residents access Ombudsman services, track inquiries, and support complaint intake and referrals. Based in the Ombudsman’s Office, the role handles case records, supports outreach, drafts communications, and coordinates meetings with a hybrid in-person/remote schedule.

The successful candidate will have strong customer service experience, cross-cultural communication skills, and the ability to maintain confidential

Qualifications

• Experience providing customer service, intake or referrals in a public setting.
• Culturally competent, cross-cultural, and accessible communication.
• Ability to protect confidential information and follow established guidelines.
• Strong organizational skills and attention to detail in maintaining records and coordinating activities.

Responsibilities

• Track incoming complaints and conduct intake interviews; document concerns and explain Ombudsman services.
• Assist with straightforward complaint resolution or referrals within guidelines.
• Maintain accurate case records in Salesforce and provide data for analysis and reporting.
• Answer main office phone line and shared email inboxes; connect people with appropriate services.
• Support outreach and communications; draft, format and proofread reports and newsletters.
• Coordinate meetings, calendars and event logistics; research information to support investigations or process improvements.

Skills

Customer service

Intake coordination

Administrative coordination

Outreach

Communications

Research

Salesforce

GovDelivery

Attention to detail

Team collaboration

Education

Public administration coursework

Communication/Marketing coursework

Tools

Salesforce

GovDelivery

Job description

The City of Portland's Auditor’s Office seeks an Intake Coordinator to help residents access Ombudsman services, track inquiries, and support complaint intake and referrals. Based in the Ombudsman’s Office, the role handles case records, supports outreach, drafts communications, and coordinates meetings with a hybrid in-person/remote schedule.

The successful candidate will have strong customer service experience, cross-cultural communication skills, and the ability to maintain confidential