Job Information
TEXAS WORKFORCE COMMISSION Ombudsman (Hybrid) in Austin, Texas
Who We Are: Texas Workforce Commission connects people with careers across the state. While we are based in Austin, on the north lawn of the Texas State Capitol, we have offices statewide and many of our positions are suitable for teleworking. We're a Family Friendly Certified Workplace with great work-life balance, competitive salaries, extensive opportunities for career training and development, and fantastic benefits.
You must be a Texas resident to work for the Texas Workforce Commission or willing to relocate to Texas.
What You Will Do: The Ombudsman I performs routine (journey-level) mediation work. The work involves assisting employees or the general public in resolving disputes, issues, or concerns in situations such as filing claims, obtaining, or disputing benefits, or resolving grievances and complaints. It also includes investigating complaints. This work is conducted under moderate supervision, with limited scope for the use of initiative and independent judgment.
You Will be Trusted To: -Conduct the intake of issues and disputes, logging them into a database, and then prioritizes and tracks their status. -Answer routine questions and provides explanations regarding relevant state and federal rules, regulations, programs, and procedures to employees, the general public, and other stakeholders. -Make referrals and/or escalates more complex issues to higher-level employees within the department or agency. -Provide assistance through the phone queue, email, or in person. -Consult with various groups on issues and procedures related to conferences, meetings, hearings, and arbitration proceedings. -Help share information between parties in grievances, disputes, or claims, acting as a liaison and representing individuals with issues. -Offer information and assistance to employees or the general public in matters such as benefit applications and resolving disputes related to disability determinations. -Contact affected parties, explains ombudsman services, and explains rights and responsibilities. -Record information about contacts and case actions in the relevant systems. -Request, review, and organize supporting documentation to determine whether the relevant information has been received. -Perform related work as assigned.
You Qualify With: -Graduation from an accredited four-year college or university with major coursework in business administration, psychology, sociology, or a related field is generally preferred plus one year of full-time experience in resolving disputes, complaints and/or grievances, or performing investigations, or counseling, or in paralegal work. -One year of full-time qualifying experience in claims management, insurance, social work, workers compensation, counseling, mediation, or dispute resolution work. may be substituted for each year (30 semester hours) of education.
You Are a Great Fit With: -Knowledge of pertinent laws and regulations and of customer service practices or dispute resolution. -Knowledge of foundational records management theory and practice. -Skill in conducting investigations. -Skill in mediation and dispute resolution. -Skill in the use of a computer and applicable software. -Skill in interpersonal techniques. -Ability to analyze and prepare documents, reports, and correspondence. -Ability to conduct research. -Ability to recognize problems and identify and facilitate solutions. -Ability to communicate effectively with others.
Registration, Certification or Licensure May be required to obtain an adjusters license by the Texas Department of Insurance and maintain the license in good standing.
YOU GAIN: - A Family Friendly Certified Workplace. - Competitive salary: $4,109.79/month - Defined Retirement Benefit Plan - Optional 401(k) and 457 accounts - Medical Insurance - Paid time off, including time for vacation, sick and family care leave - Additional benefits for active employees can be found at https://www.ers.texas.gov/Active-Employees/Health-Benefits.
VETERANS: Use your military skills to qualify for this position or other jobs! Go to www.texasskillstowork.com to translate your military work experience and training courses into civilian job terms, qualifications, and skill sets. Also, you can compare this position to military occupations (MOS) at the Texas State Auditor's Office by pasting this link into your browser: https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_Legal.pdf
HOW TO APPLY: -To be considered, please complete a State of Texas Application for Employment, and apply online at www.workintexas.com or on Taleo. -Applicants must be legally authorized to work for ANY employer in the United States. We will not consider applicants that will need sponsorship now or in the future. -In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. -A position utilizing this classification will be designated as security sensitive according to the Texas Labor Code, Section 301.042.