Ombudsman VI

Job Description:
**This position will telework up to % from anywhere in Texas**
Under the direction of the Health and Human Services (HHS) Deputy Ombudsman, the Managing Ombudsman performs advanced (senior-level) managerial and dispute resolution work. This position manages the daily operations and activities of the Foster Care Ombudsman (FCO) team. The Managing Ombudsman establishes goals and objectives that align with the overall direction and mission of the HHS Office of the Ombudsman (OO).The position oversees staff who perform complaint resolution services, consumer protection, and advocacy functions relating to DPFS and HHS matters. The position handles escalated complex complaints from youth in foster care and coordinates with other agencies, departments and stakeholders to recommend enforcement of and/or modifications to DFPS and HHS policy based on the finding of patterns and trends in complaints. Work involves developing guidelines, procedures, and policies; developing schedules, priorities, and standards for achieving established goals. The Managing FCO will summarize findings, analyze data and prepare information for inclusion the HHS Ombudsman Annual Report. Performs related work as assigned. The Managing Ombudsman works under minimal supervision, with extensive latitude for the use of initiative and independent judgment. Essential Job Functions:
EJF 1: Oversees the operation of the Foster Care Ombudsman Team of the HHS Office of the Ombudsman, responsible for coordinating dispute resolution activities, performing advanced customer service, complaint resolution, and provider relations management activities associated with HHS actions, benefits and services. Responsible for hiring staff in compliance with HHS HR policies and guidelines. Provides staff development through training, periodic performance review/feedback and annual appraisals. Ensures all staff complete mandatory training. Mentors, coaches, and counsels staff, recommending appropriate personnel actions as needed. Uses performance management to address time and attendance issues. Creates work schedules. Ensures processes are in place to provide essential team and office coverage at all times. Conducts unit meetings and participates/facilitates all-staff and managers' meetings. (35%)
EJF 2: Establishes unit goals and objectives. Develops and implements standard operating procedures for the team, in coordination with the HHS Ombudsman. Monitors call center performance and ensures customer call metrics are met or exceeded. Oversees the organization and maintenance of documentation and the recording of information about HHS consumer contacts and case actions in the HEART tracking system, including individual team member compliance, follow-up, and accuracy measures. (20%)
EJF 3: Oversees and performs HHS consumer complaint investigations, makes findings, and identifies resolutions. Mediates the most difficult or exceptional issues, as escalated by team members, and works with staff to develop recommendations to resolve those cases. Facilitates the sharing of information among HHS consumers, their legally-authorized representatives, HHS program staff, and when appropriate, external entities such as vendors contracted to provide HHS services and other authorized to receive HHS consumer information. Oversees the analysis and interpretation of data to determine trends in complaints and produces an annual report for public dissemination. (20%)
EJF 4: Oversees and provides guidance to staff in the development and integration of new methods, policies, and procedures to resolve HHS consumer complaints. Ensures team is trained on updates and new developments with HHS program policies and procedures. Manages formal projects as required to implement and enhance new ombudsman and program policies or procedures. Ensures the team operates within existing budget parameters. (15%)
EJF 5: Represents the HHS Office of the Ombudsman at internal HHS work group meetings and external HHS consumer stakeholder meetings. Consults with various HHS program staff, HHS-contracted vendors, and HHS consumer stakeholder groups on issues related to HHS and DFPS consumer rights and services. Presents complex issues related to HHS consumer experiences in understandable and useful formats. Serves as speaker and subject matter expert regarding resolution of inquiries and complaints. Performs outreach activities to educate children and youth in Foster Care on the role of the FCO. (10%) Knowledge Skills Abilities:
a. Knowledge of ombudsman principles and practices, including customer service practices and dispute resolution techniques.
b. Knowledge of HHS and DFPS programs. Knowledge of local, state, and federal laws and regulations related to foster care and protective services.
c. Knowledge of the principles and practices of public administration and management.
d. Skill in establishing plans and setting objectives and goals that support an overall business strategy.
e. Skill in conducting investigations.
f. Skill in mediation and dispute resolution.
g. Skill in the use of interpersonal techniques.
h. Skill in leading and facilitating large workgroups and in developing and delivering effective training.
i. Skill in effective negotiation and application of risk management strategies.
j. Skill in public speaking.
k. Ability to implement strategic plans, goals, objectives and evaluation tools to monitor progress and ensure accountability.
l. Ability to direct and organize program activities.
m. Ability to develop and evaluate policies and procedures.
n. Ability to routinely identify and effectively mitigate risks.
o. Ability to identify problems, evaluate alternatives, and implement effective solutions.
p. Ability to communicate effectively, build and maintain effective working relationships, negotiate with individuals and groups, develop professional networks and identify the internal and external dynamics that impact the work of the organization.
q. Ability to interact with all clients, internal and external, using empathy and compassion.
r. Ability to effectively recruit, hire, manage, and motivate and build morale in employees.
s. Ability to develop and implement performance management plans.
t. Ability to plan, assign, and supervise the work of others.
u. Ability to analyze and prepare documents, reports, and correspondence.

---