Public Ombudsman Associate - Casework & Advocacy

State of Iowa; Des Moines (IA); On-site; USD 40,000 - 56,000; Full time

Job summary

The State of Iowa’s Ombudsman Office seeks an assistant ombudsman to be the first contact for complaints, triage and analyze issues, and determine actions to resolve them. You will handle calls, emails, and letters, manage a caseload, and escalate when needed, working with state and local agencies.

Successful candidates are analytical and empathetic, capable of independent work or teamwork, and adept at documenting notes in the case management system.

Qualifications

• Basic knowledge of the functions and responsibilities of the Iowa Office of Ombudsman.
• Excellent oral and written communication skills.
• Excellent interpersonal skills as applied to interactions with difficult people, other staff, clientele, legislators, and agencies.
• Ability to professionally and compassionately interact with members of the public who may be in distress.
• Ability to investigate, research, interpret, apply, and explain law, rule, and policy of government agencies.
• Ability to ascertain facts through personal contact, observation, and examination of records.
• Ability to enter data and information accurately into the office’s case management system.
• Ability to collect, analyze, and summarize information through research and interviews.
• Knowledge of investigative procedures and fact-finding techniques.
• Ability to negotiate and problem solve to effectively resolve complaints and influence the actions of agencies.
• Ability to conduct investigations of low complexity and prepare basic communications and reports.

Responsibilities

• Process cases received through intake or as assigned by the Ombudsman or designee.
• Exercise appropriate judgment in determining when to pursue or decline a case.
• Appropriately determine what action to take to complete an investigation and formulate case plan.
• Communicate effectively orally and in writing with the public and public officials.
• Enter timely, accurate, and detailed notes into the office’s electronic case management system.
• Organize case files and other assigned tasks to meet deadlines.
• Draft final communication or report at conclusion of investigation.

Skills

Oral and written communication

Interpersonal skills

Investigative research

Case management

Empathy under distress

Education

Bachelor's degree or equivalent experience

Job description

The State of Iowa’s Ombudsman Office seeks an assistant ombudsman to be the first contact for complaints, triage and analyze issues, and determine actions to resolve them. You will handle calls, emails, and letters, manage a caseload, and escalate when needed, working with state and local agencies.

Successful candidates are analytical and empathetic, capable of independent work or teamwork, and adept at documenting notes in the case management system.