Ombudsman Intake & Outreach Specialist

City of Portland; Portland (OR); Hybrid; USD 55,000 - 75,000; Full time

Job summary

The City of Portland is seeking an Intake Coordinator in the Auditor’s Office to help community members access Ombudsman services and navigate concerns about City government. Based in the Ombudsman’s Office, the role tracks inquiries, supports intake and referrals, maintains case information, and assists with communications and outreach in a hybrid work setting.

Successful candidates will bring customer service experience, cultural competence, strong organizational skills, and the ability to

Qualifications

• Experience providing efficient and compassionate customer service, assisting with intake or referrals, or helping people navigate services and resolve concerns.
• Expertise in culturally competent, cross-cultural, and accessible communication.
• Sound judgment in following established guidelines, protecting confidential information, and recognizing when to seek guidance.
• Strong organizational skills and attention to detail in maintaining records, coordinating activities, and managing competing tasks.
• Ability to draft, proofread, and format clear, accessible communications and learn tools such as Salesforce and GovDelivery.
• A collaborative approach to supporting colleagues, gathering information, and working with community partners.
• A commitment to government accountability and transparency.

Responsibilities

• Tracking incoming complaints and maintaining case records in Salesforce.
• Conducting complaint intake interviews and explaining Ombudsman services and procedures.
• Assisting with straightforward complaint resolution or referral within guidelines and routing complex cases to the Ombudsman team.
• Answering main phone line and shared email inboxes, responding to routine questions and directing inquiries to appropriate services.
• Identifying opportunities for community outreach to increase awareness of Ombudsman services.
• Drafting communications, formatting and proofreading reports, and supporting newsletters and email communications.
• Coordinating meetings, calendars, and event logistics; and researching information to support investigations and process improvements.

Skills

Customer service

Communication

Cross-cultural communication

Organizational skills

Drafting communications

Education

Course work in communication, marketing, business administration, public administration, or related field

Tools

Salesforce

GovDelivery

Job description

The City of Portland is seeking an Intake Coordinator in the Auditor’s Office to help community members access Ombudsman services and navigate concerns about City government. Based in the Ombudsman’s Office, the role tracks inquiries, supports intake and referrals, maintains case information, and assists with communications and outreach in a hybrid work setting.

Successful candidates will bring customer service experience, cultural competence, strong organizational skills, and the ability to