OmbudsmanClient Experience Specialist

Position Title: Ombudsman/Client Experience Specialist

Department: Executive Administration

Reports To: Chief Executive Officer

FLSA Status: Exempt

Supervisory Responsibilities: None

Work Location: Montgomery County Maryland with regular travel to Interfaith Works program locations

POSITION SUMMARY

The Ombudsman serves as a neutral accessible and trusted resource for individuals receiving services through Interfaith Works programs. The position is responsible for receiving reviewing and responding to grievances and concerns; conducting fair and timely investigations; reviewing incident reports; identifying systemic issues; and preparing clear objective findings and recommendations.

The Ombudsman helps ensure that program participants are treated with dignity respect fairness and compassion. All work will be conducted using trauma-informed person-centered culturally responsive and equity-focused practices. The Ombudsman will promote a positive program participant experience while supporting accountability organizational learning regulatory compliance and continuous quality improvement.

The Ombudsman will work closely with Human Resources program leadership executive leadership Quality Assurance Risk Management and other appropriate internal and external partners. The position may prepare reports for Interfaith Works Services to End and Prevent Homelessness funding agencies regulatory bodies legal representatives and other authorized external entities.

The Ombudsman must maintain independence objectivity discretion and professional boundaries while ensuring that all parties are treated fairly throughout the grievance and investigative process.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Grievance Management and Program Participant Advocacy

• Serve as a visible accessible and impartial point of contact for program participants who have concerns about services staff interactions program practices living conditions safety access communication or treatment.
• Receive and review verbal and written grievances submitted by program participants former program participants family members authorized representatives community partners or other stakeholders.
• Explain the grievance process in clear understandable and accessible language.
• Assist individuals who need reasonable support to communicate or document a grievance including individuals with disabilities limited English proficiency literacy challenges or other communication needs.
• Ensure that individuals understand their rights available options anticipated timelines confidentiality limitations and protections against retaliation.
• Promote informal resolution when appropriate while recognizing when a matter requires a formal investigation or immediate escalation.
• Follow up with complainants regarding the status and outcome of their concerns within the limits of confidentiality and applicable law.
• Monitor grievance trends and identify recurring concerns that may indicate systemic operational cultural or service-delivery issues.

Investigations

• Conduct prompt thorough neutral and well-documented investigations into allegations involving program services participant rights staff conduct discrimination harassment retaliation neglect abuse exploitation safety policy violations or other serious concerns.
• Develop investigation plans that identify the allegations relevant policies witnesses records evidence and required timelines.
• Conduct interviews using trauma-informed and person-centered practices that minimize unnecessary repetition reduce the risk of retraumatization and allow individuals to share information in a safe and respectful manner.
• Provide all involved parties with a meaningful opportunity to share relevant information and respond to allegations.
• Gather and evaluate documentation electronic records video footage correspondence incident reports case notes personnel records policies and other relevant evidence.
• Maintain neutrality and avoid predetermined conclusions assumptions or advocacy for any individual party.
• Distinguish substantiated facts from allegations perceptions opinions and information that cannot be verified.
• Coordinate with Human Resources when an investigation involves employee conduct workplace policy disciplinary considerations or employment-related concerns.
• Coordinate with legal counsel law enforcement Adult Protective Services Child Protective Services licensing authorities funders or other external entities when required or authorized.
• Immediately escalate allegations involving imminent danger abuse neglect exploitation serious misconduct criminal activity or other urgent risks.

Incident Report Review

• Review incident reports for completeness accuracy timeliness objectivity appropriate follow-up and compliance with IW policies and external reporting requirements.
• Identify missing information inconsistencies patterns or concerns requiring additional investigation or corrective action.
• Determine whether incidents were appropriately reported to leadership funders regulatory agencies law enforcement protective services or other required entities.
• Work with program leadership to strengthen incident documentation and ensure that reports use objective respectful non-stigmatizing and person-centered language.
• Track significant incidents repeat incidents and trends across IW programs.
• Recommend measures to reduce risk improve safety strengthen services and prevent recurrence.

Findings Reports and Recommendations

• Prepare clear accurate objective and well-supported investigative findings reports.
• Document the scope of the investigation allegations reviewed evidence considered applicable policies factual findings conclusions and recommendations.
• Prepare reports and formal responses for IW leadership Services to End and Prevent Homelessness funding agencies regulatory entities legal counsel and other authorized external organizations.
• Ensure that reports protect confidential information and comply with applicable privacy personnel contractual and legal requirements.
• Develop practical recommendations related to corrective action policy revisions staff training supervision program operations risk reduction and participant experience.
• Monitor implementation of approved corrective actions and report unresolved or overdue items to executive leadership.
• Provide aggregate reporting on grievances incidents investigation outcomes response times trends and corrective actions.
• Identify organizational practices that may unintentionally create barriers inequities or negative experiences for program participants.

Human Resources and Organizational Collaboration

• Work closely with Human Resources while maintaining the neutrality and independence required of the Ombudsman role.
• Consult with Human Resources regarding allegations involving employee conduct workplace expectations retaliation discrimination harassment or policy violations.
• Share factual findings with Human Resources and executive leadership to support appropriate employment corrective or disciplinary decisions.
• Avoid making final employment decisions unless specifically authorized by organizational policy.
• Participate in the development and review of grievance incident reporting investigation participant rights confidentiality anti-retaliation and complaint-resolution policies.
• Provide coaching and training to employees and supervisors on trauma-informed communication professional boundaries conflict resolution documentation participant rights and grievance procedures.
• Collaborate with program leaders to improve service quality and address recurring concerns without compromising investigative independence.
• Serve as a resource to leadership regarding ethical concerns participant experience procedural fairness and organizational accountability.

Trauma-Informed and Person-Centered Practice

The Ombudsman will:

• Recognize that individuals may have experienced trauma homelessness loss violence discrimination institutional harm or other significant adversity.
• Prioritize physical and emotional safety during interviews meetings and grievance proceedings.
• Communicate in ways that promote trust transparency choice collaboration empowerment and respect.
• Avoid language or practices that blame shame stigmatize intimidate or dismiss program participants.
• Respect each persons lived experience identity culture values communication style and individual goals.
• Offer reasonable choices regarding meeting location communication method support persons interpretation services and interview pacing when feasible.
• Recognize and address power imbalances between program participants employees leadership and external systems.
• Ensure that a participants housing services benefits or access to assistance are not adversely affected because the participant raised a concern or participated in an investigation.
• Maintain a consistent focus on procedural fairness for complainants witnesses employees and other involved parties.
• Use grievances and incidents as opportunities for accountability service improvement and organizational learning.

Independence Neutrality and Confidentiality

• Perform duties without improper influence from program operations Human Resources management or other interested parties.
• Disclose actual or potential conflicts of interest and request reassignment when impartiality could reasonably be questioned.
• Maintain confidentiality to the greatest extent permitted by law policy contractual obligations and safety requirements.
• Clearly explain that confidentiality cannot be guaranteed when information involves abuse neglect imminent harm criminal conduct mandatory reporting obligations or other serious safety concerns.
• Maintain secure and separate grievance and investigation records.
• Share information only with individuals who have a legitimate business legal regulatory or safety-related need to know.
• Maintain direct access to the Chief Executive Officer and when appropriate the Board of Directors or designated Board committee regarding serious systemic or unresolved concerns.

Program Participant Rights and Non-Retaliation

• The Ombudsman will help ensure that all program participants have the right to:
• Raise questions concerns or grievances without fear of retaliation.
• Be treated with dignity and respect.
• Receive information about program rules expectations services and grievance procedures in an understandable format.
• Request reasonable accommodations or communication assistance.
• Have concerns reviewed fairly and within reasonable timelines.
• Be informed of the outcome of a grievance to the extent permitted by confidentiality and employment laws.
• Request further review or appeal when permitted by IW policy or funding requirements.
• Continue receiving appropriate services while a grievance is under review unless a legitimate health or safety concern requires an alternative arrangement.
• Any allegation of retaliation related to a complaint grievance interview or investigation must be reported immediately and reviewed promptly.

MINIMUM QUALIFICATIONS (KNOWLEDGE SKILLS ABILITIES)

• Bachelors degree from an accredited college or university in social work psychology counseling human services public administration criminal justice law organizational leadership or a related field.
• Minimum of five years of progressively responsible experience in investigations compliance quality assurance human services employee relations advocacy risk management or grievance resolution.
• Demonstrated experience conducting sensitive complex and impartial investigations.
• Experience preparing formal findings reports corrective-action recommendations and reports for internal or external stakeholders.
• Knowledge of trauma-informed care person-centered services cultural responsiveness procedural fairness and anti-retaliation principles.
• Strong interviewing fact-finding analytical documentation and report-writing skills.
• Ability to manage highly sensitive and confidential information.
• Ability to remain calm neutral respectful and objective when addressing emotionally charged or adversarial matters.
• Strong interpersonal skills and the ability to build trust with individuals from diverse backgrounds and lived experiences.
• Ability to travel among IW program sites throughout Montgomery County.
• Proficiency with Microsoft Office case-tracking systems electronic records and data-reporting tools.

Preferred Qualifications

• Masters degree in social work counseling psychology public administration law human resources organizational development or a related field.
• Professional licensure or certification in social work counseling human resources compliance investigations mediation conflict resolution or a related discipline.
• Experience working in homeless services behavioral health supportive housing shelter operations social services healthcare disability services or another regulated human-services environment.
• Experience working with government agencies funding entities legal counsel licensing bodies or external investigators.
• Knowledge of Montgomery Countys homeless-response system and Services to End and Prevent Homelessness.
• Experience with data analysis quality-improvement planning and organizational risk assessment.
• Bilingual or multilingual communication skills.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described below are representative of those that an employee must meet to perform the essential functions of this position successfully. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

While performing the duties of this position the employee is regularly required to communicate verbally and in writing. The employee frequently uses hands and fingers to operate computers phones office equipment and other tools. The employee may be required to stand walk sit bend and reach with hands and arms.

The employee must occasionally lift or move items weighing up to 25 pounds. Specific vision abilities include close vision distance vision and the ability to adjust focus.

The position operates in a residential or community-based homeless-services environment. The employee may encounter individuals experiencing behavioral health symptoms emotional distress interpersonal conflict or other challenging circumstances. The noise level is generally low to moderate but may vary depending on program activity.

BENEFITS

Interfaith Works offers a comprehensive benefits package to eligible employees. Employees receive 14 paid holidays and 21 days of paid time off. Full-time employees working at least 30 hours per week are eligible for subsidized medical dental and vision coverage for themselves and their eligible dependents.

Interfaith Works also provides employer-paid long-term disability insurance life insurance and accidental death and dismemberment insurance. Employees may elect additional portable benefits including short-term disability and critical-illness insurance.

All employees regardless of full- or part-time status have access to an Employee Assistance Program at no cost.

ADDITIONAL INFORMATION

This job description is intended to describe the general nature and level of work performed by the employee assigned to this position. It does not state or imply that these are the only duties or responsibilities associated with the position. Employees may be required to perform other job-related duties as assigned by an authorized supervisor.

The duties and requirements of this position may be modified to reasonably accommodate qualified individuals with disabilities. To perform this position successfully the employee must possess the knowledge skills judgment and abilities necessary to perform the essential functions of the role.

This job description does not create an employment contract express or implied. Employment with Interfaith Works is at will subject to applicable law.

TO APPLY

Interested candidates must submit a resume with their application to be considered. Applicants must apply through our Careers Page. Please send any questions about the application process to .

Interfaith Works is an equal opportunity employer which values diversity equity and inclusion. We are committed to a continued focus on equitable hiring training promotional practices and policies. We are a drug-free workplace and comply with ADA regulations as applicable.

Required Experience:

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