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City of Austin - JOB DESCRIPTION

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Ombudsperson
FLSA: Standard/Exempt EEO Category: (20) Professionals
Class Code: 11005 Salary Grade: TG0
Approved: April 14, 2011 Last Revised: April 16, 2018

Purpose:
 

Reporting to the Chief Labor Relations Officer, acts as a resource for confidential complaint handling and neutral, informal dispute resolution for City of Austin employees. 
Duties, Functions and Responsibilities:
  Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

1. Serves as an organizational resource and an advocate for fair processes.  Remains neutral, considers all sides of a question in an objective, impartial manner, and assists in dispute resolution.
2. Develops and promotes positive, informal problem solving methods. Promotes continuous improvement of informal early dispute resolution.
3. Works with individuals or groups to facilitate communication and collaborative dispute resolution, offers options for self-help, mediates mutually agreeable outcomes.  Develops educational and informational programs for alternative dispute resolution. 
4. Reviews grievances and investigations; based on policy, makes reasonable conclusions and recommendations for the resolution of the complaint; takes appropriate actions to address time-sensitive issues; safeguards employee information.
5. Gathers and analyzes information to negotiate effectively, makes recommendations that are responsible, constructive, and creative.  Provides feedback to Chief Labor Relations Officer when areas of concern are brought forward.
6. Reviews investigative reports and supporting documents.  Recommends improvements in procedures.  
7. Develops and implements strategies for collecting information to identify issues, and organizational needs; monitors and reports significant needs to mitigate risks and liabilities.
8. Actively participates in continuing education within the ombudsman profession and related fields.
Responsibilities - Supervisor and/or Leadership Exercised:
 

None
Knowledge, Skills, and Abilities:
  Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

Knowledge of local, state and federal employment law.
Knowledge of principles and practices of dispute resolution and mediation.
Knowledge of the principles and practices of public personnel administration.
Skill in conducting research, identifying and analyzing trends, including root cause analysis as they relate to employee grievances.
Skill in responding to Equal Employment Opportunity Commission (EEOC) charges, and employee and management concerns and issues.
Skill in mediation and alternate dispute resolution techniques.
Skill in leading organizational-wide change initiatives.
Skill in oral and written communication.
Skill in handling multiple tasks and prioritizing.
Skill in using computers and related software applications.
Skill in data analysis and problem solving.
Ability to gather relevant data, analyzes problems, evaluate alternatives and make appropriate recommendations.
Ability to understand, interpret, explain and apply City human resource rules, regulations, policies and procedures and applicable local, state and federal legislation and regulations.
Ability to exercise independent judgment and initiative within established guidelines.
Ability to establish and maintain effective communication and working relationships with labor organizations, associations, affinity groups, and city employees.
Minimum Qualifications:
 

Graduation with a Bachelor’s degree from an accredited college or university with major coursework in Human Resources, Business, Labor Relations, Law, or in a field related to the job, plus five (5) years of experience in dispute resolution and mediation.

Masters Degree may substitute for two (2) years of the required experience.
Licenses and Certifications Required:
 

None

This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of duties and responsibilities shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty.