Assistant Ombudsman

Would you like to be part of an amazing team that helps Arizonans thrive At the Department of Economic Security (DES) we strengthen individuals families and communities for a better quality of life. DES is looking for individuals who are committed to service community and teamwork. To learn more about DES please ; or click on the linkhereto view Our DES video. Come Join the DES Team!

The Department of Economic Security Office of the Director is seeking an experienced and highly motivated professional to join our team as an Assistant Ombudsman. The Office of the Ombudsman is a unique and one-of-a-kind office within DES. The Assistant Ombudsman is responsible for handling concerns and issues on behalf of the Director in an informal confidential neutral and non-partisan manner. They encounter situations where no clear criteria or standard exists and must use their analytical skills to make a sound and fair recommendation. The Assistant Ombudsman must look at all sides of an issue and have the expertise to independently determine the best resolution and the mediating skills to help all parties toward that resolution. The Assistant Ombudsman is authorized to facilitate mediations in an effort to prevent escalation of problems that have a negative impact on service to DES addition the Assistant Ombudsman investigates complaints interprets and recommends changes to policy drafts reports and recommends resolution on behalf of the Ombudsman and DES Director.

This position may offer the ability to work remotely within Arizona based upon the departments needs and continual meetings of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility autonomy and trust. Across our many agencies boards commissions many State employees participate in the States Remote Work Program and are able to work remotely in their homes in offices and in hoteling spaces. All work including remote work should be performed within Arizona unless an exception is properly authorized in advance.

Essential Duties and Responsibilities include but are not limited to:

• Acts as the information source and responds to and resolves statewide internal and external complaints and concerns that are presented to the DES Directors Office Governors Office AZ Ombudsman Citizens Aide and Legislators from everyone including customers other state entities and out of state inquiries.
• Manage all complaints sent to the Division Client Advocates and ensure accuracy timeliness appropriate handling and processes were followed.
• Represent the Voice of the Customer (VOC) based on customer feedback received through the Ombudsmans Office when assisting Divisions on improvement projects.
• Makes recommendations to improve training policy and procedures. Helps draft and review policy and procedures. Offers suggestions for changes or revisions of existing policy.
• Researches and analyzes trends and the impact of policy on customers and the community in order to respond to high level requests for research and reviews from Assistant Directors and Administrators. Reports monthly to the Executive Leadership Team on trends issues and concerns within DES the communities and the state.
• Attends monthly meetings with divisional client advocates to discuss current processes learn best practices ideas for continuous improvements and cost-effective improvements.
• Attends trainings for the DES divisional systems and is considered the Subject Matter Expert (SME) for the Ombudsman team on various systems.

Knowledge of:

• English Language
• Law and Government
• Customer Service
• Clerical
• Administration and Management

Skills In:

• Monitoring
• Active Listening
• Speaking
• Critical Thinking
• Reading Comprehension
• Social Perceptiveness
• Judgment and Decision Making
• Time Management
• Complex Problem Solving

Ability to:

• Deductive and Inductive Reasoning
• Speech Clarity
• Written and Oral Comprehension and Expression
• Problem Sensitivity

This ideal candidate for this position will have:

• Certification in Facilitative Mediation or at least two years experience in conflict resolution Mental Health First Aide

• This position may require driving or the use of a vehicle as an essential function of the job to conduct State business then the following requirements apply: Drivers License Requirements. Any employee operating a motor vehicle on State business must possess and retain a current valid class-appropriate drivers license complete all required training and successfully pass all necessary drivers license record checks. The license must be current unexpired and neither revoked nor suspended. Employees who drive on state business are subject to drivers license record checks must maintain acceptable driving records and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R.11).
• Successfully pass background and reference checks; employment is contingent upon completion of the above-mentioned process and the agencys ability to reasonably accommodate any restrictions.
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The Arizona Department of Economic Security offers a comprehensive benefits package to include:

• Affordable medical dental life and short-term disability insurance plans
• Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
• 10 paid holidays per year
• Paid vacation and sick time
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child
• Deferred compensation plan
• Wellness plans
• Tuition Reimbursement
• Stipend Opportunities
• Infant at Work Program
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities

By providing the option of a full-time or part-time remote work schedule employees enjoy improved work/life balance report higher job satisfaction and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave programhere. For a complete list of benefits provided by The State of Arizona please visit our benefits page

State employees are required to participate in the Arizona State Retirement System (ASRS) the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments.

On or shortly after your first day of work you will be provided with additional information about the available insurance plans enrollment instructions submission deadlines and effective dates.

For questions about this career opportunity please contact us at email

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting Requests should be made as early as possible to allow sufficient time to arrange the accommodation.