CASY-MSCCN Jobs

Ombudsperson

Print Subscribe

Class Title

Ombudsperson

Class Code

5800

Salary

$0.00 Annually

• Definition

• Benefits

Classification Description Summary

Under administrative direction, serve as an independent resource for citizens to mediate concerns and assist in resolving problematic issues with the provision of timely service from all City departments or issues as they related to City ordinances, rules and policies; collaborate with City departments to identify systemic concerns and provide recommendations for the resolution of inadequacies in service provision; support City staff in the provision of effective and efficient customer services; and to perform a variety of public outreach functions in support of assigned area of responsibility.

Essential Functions

The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

Remain independent, neutral and impartial; exercise good judgment; ensure integrity is maintained; and treat all people with dignity and respect.

Serve as informal mediator of early-stage complaints to mediate as an impartial party.

Receive and respond to inquiries, requests and complaints from Reno citizens; gather information and research background to better understand the issue from all perspectives; identify options for resolution; coordinate resolution procedures with appropriate City staff; follow up to ensure timely resolution of issues and provide communication to close out the matter with the citizen.

Inform and connect citizens to appropriate resources, including relevant City ordinances, rules or policies.

Conduct on-site visits to gather data and validate or refute initial information received from citizen inquiries or complaints; share data with other City staff; use data as a basis for developing options for resolution of issues.

Facilitate meetings between citizens, business and industry representatives, City staff and other government agencies to resolve disputes, develop projects and programs based on consensus and recommend policy changes to the City Council; perform required research and data analysis.

Create and update a database of citizen inquiries and complaints; prepare monthly status reports for the City Manager and City Council; evaluate statistics to determine trends or patterns in service provisions; recommend policy and programmatic changes to address recurring problems or inadequacies in service delivery.

Support City staff in the provision of efficient and effective customer services; provide hands-on techniques to be utilized in customer service provision.

Attend and participate in professional and public meetings; stay abreast of new trends and innovations in the field of public administration and management.

Represent the City to the public and outside agencies; explain and support City programs, policies and activities; resolve sensitive and controversial issues.

Perform related duties and responsibilities as required.

Minimum Qualifications

The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.

Knowledge of:

Governance structure and regulatory framework for City operations.

Operations and services provided by the City.

Related internal and external resources.

Principles and practices of public administration.

Principles and practices of dispute/conflict resolution.

Methods, techniques, principles and application of mediation.

Advanced methods, techniques, principles and applications of customer service.

Methods and techniques of alternative dispute resolution and negotiation.

Effective public speaking and listening skills.

Methods and techniques of research and analysis.

Data collection and analysis.

Principles of business letter writing and report preparation.

Rules and regulations governing public meetings.

Pertinent Federal, State and local laws, codes and regulations.

Ability to:

Effective collaboration with a wide range of constituencies in a diverse community.

Provide fair and effective process provision with impartiality.

Gather information, analyze it, and as necessary, suggest appropriate options and actions.

Assess the provision of customer services by various City departments.

Recommend and assist in the development and implementation of solutions to address inadequacies in service provisions.

Work with and provide equitable customer service to individuals from a broad range of backgrounds.

Listen and respond diplomatically to citizen complaints, inquiries and requests.

Gather and analyze statistical data and information and evaluate options for resolution.

Prepare and present logical public presentations in an informative and comprehensible manner.

Provide training to City staff in the provision of effective and efficient customer services.

Communicate clearly and concisely, both orally and in writing.

Communicate information in a variety of ways.

Establish and maintain effective working relationships with those contacted in the course of work.

Effectively use tact and diplomacy and political acumen.

Maintain appropriate confidentiality.

Exercise sound and independent judgment and discretion.

Education and Experience Guidelines - Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Education/Training:

Graduation from an accredited college or university with a bachelor degree in public administration, business administration, political science, psychology, sociology, or related field.

Experience:

Four years of professional experience involving responsibility for fact-finding, conflict/dispute resolution or mediation, and organizational consultation and problem solving; or any equivalent combination of training and experience.

Experience with municipal governance structures, City ordinances, rules and policies, and operational procedures is preferred.

Experience with communication and messaging of policy and programmatic changes to the public is preferred.

Supplemental Information

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment: Work is performed primarily in a standard office setting.

Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.

Please use this Health and Welfare Benefit Link (http://www.reno.gov/government/departments/human-resources/benefits) to learn more about the City of Reno's great employee benefit plans and wellness programs.

Subscribe

Please verify your email address Verify Email