Internal Ombudsman Jobs (NOW HIRING)

Position Type:

Administration and Professionals

Date Posted:

2026-06-09Location:Administration or As Assigned

ABOUT CLEVELAND METROPOLITAN SCHOOL DISTRICT

The Cleveland Metropolitan School District (CMSD) is Ohio's third-largest public school system, serving more than 35,000 students.

CMSD strives to ensure that every child receives a high-quality education, regardless of the provider. To that end, CMSD lets families choose which District schools their children attend, with options that include STEM, the arts, single-gender education, International Baccalaureate, Montessori, and early college.

Our schools have autonomy over human and financial resources in exchange for accountability for performance. The principal has primary responsibility and accountability for establishing their school as a high-quality, high-expectation academic center focusing on personalized instruction, professional support for teachers, and school-wide practices that lead to measurable results.

CMSD ensures that students have access to technology and training to prepare them for the future. The District provides a free laptop or tablet for every student and connects every family that needs internet access. Graduating seniors leave commencement with not only a diploma but also a laptop.

In our pursuit of a more fair, just, and good system of education, we strive to ensure that all of our learners, both scholars and educators, to be challenged with academically and intellectually complex tasks that are worthy of their efforts and provide them opportunities to demonstrate their best work.

BUILDING BRIGHTER FUTURES

The Cleveland Board of Education adopted the Building Brighter Futures (BBF) initiative on December 9, 2025. Building Brighter Futures is a strategic and data-driven plan shaped by more than a year of community engagement, information analysis, and thoughtful deliberation. The goal of this plan is to strengthen enrollment and ensure scholars attend a newer school building that offers more educational opportunities, including algebra in the eighth grade, more sports and extracurricular activities, and college credits and college and career pathways in high school. BBF is ensuring academic excellence so every CMSD scholar can thrive.
THE OPPORTUNITY:

Location: Administration or As Assigned
Reports to: Director, Customer Experience
FLSA Status: Non-Exempt
Salary Band: 3
Compensation: $43,782.00 - $61,294.00
*Internal applicants MUST submit their resumes when applying*
The Bilingual Engagement Coordinator position is a central office-based position housed in the Customer Experience Department. This position is responsible for servicing the public and providing direct support to the Customer Experience Department. The Bilingual Engagement Coordinator will provide the highest level of customer service to visitors and guests in a face-to-face atmosphere. This role will work collaboratively with the Welcome Center teams to coordinate and ensure visitor management protocols are in place for pleasant, engaged, and efficient visitor experiences. This position will work closely with various central office departments regarding the coordination of both oral and written translations at central offices. The position is accountable for monitoring and coordinating the service delivery efforts and engagement of urgency for overall district improvement. This individual will prioritize responsibilities to meet scheduled timelines and agendas, working independently and in coordination with department managers.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Provides administrative support to the Customer Experience Department.
• Leads, coordinates, and assists with training, special projects, and school support functions (i.e., H.E.A.R.T. Trainer, Shop for H.E.A.R.T., Lead/global user for Let's Talk communication platform, National Customer Service Week, Literacy Bridge Collaborative, CMSD Goes Red, H.E.A.R.T. Campaign)
• Assists the Customer Experience Ombuds Office to initiate routine intake, follow-up and "close the loop" communications (i.e., via Let's Talk platform, telephone, and email correspondence)
• Works collaboratively with Ombuds Manager and provide on-going caseload support as assigned
• Works closely with Welcome Center Ambassador/Welcome Center Departments to ensure continuous improvement processes and protocols are in place for stellar visitor experiences (Floors 1 & 2)
• Engages with customers and promote completion of Customer Satisfaction Feedback and related surveys; Compile monthly reporting of Customer Feedback Survey submissions
• Assists in generating monthly data reports aligned to Let's Talk metrics, service delivery themes/trends and Communicate with H.E.A.R.T. components
• Assists in drafting and developing monthly messaging/engagement-related content (i.e., Communicate with H.E.A.R.T., Let's Talk and CMSD Customer Experience Protocols)
• Collaborates with district's webmaster on updates/content of department webpage
• Develops and maintain social media presence/engagement efforts including monthly content mapping and outreach strategies
• Provides interpretation and translation support for the Customer Experience Department
• Translation support for Customer Experience
• Manages work schedule to meet deadlines
• Reviews translated material for accuracy of meaning, grammar and syntax
• Implement District and/or Board of Education policies
• Maintains and creates files, documents, reports, and record keeping systems
• Available and willing to work extended hours when necessary (i.e., peak enrollment periods, District wide events)
• Performs other duties as assigned

Qualifications:

• Associate degree or equivalent combination of lesser education and relevant experience; bachelor's degree preferred.
• Must be bilingual in Spanish
• Capable of handling challenging situations and people with a high tolerance for ambiguity
• Successful experience in translations and interpretations of various education documents
• Successful project management experience
• High expectations and willingness to go above and beyond the call of duty for CMSD children
• Excellent customer service skills, tact, and good verbal communication
• Demonstrated organizational skills, motivation, exceptional resourcefulness, and willingness to work flexibly and cooperatively as a member of a team
• Ability to maintain confidentiality when handling sensitive personal data and District, school, or personnel matters
• Basic knowledge of grammar, spelling, and punctuation in English and target language
• Knowledge of methods of compiling, organizing, and analyzing data
• Working knowledge of PowerSchool SIS
• Proficient in and experience with MS Office Suite, Outlook 365 and Smartsheet preferred
• Exceptional communication skills, both verbal and written
• Familiar with social media platforms as an engagement tool
• Ability to convey a positive and professional image; possess skills to deliver premier customer experience
• Forward thinker who actively seeks opportunities, critically assesses challenges, and proposes/identifies flexible, effective solutions
• Highly resourceful, team player who works well under pressure
• Comfortable interacting with all levels of organization (i.e., parents, students, staff, internal/external stakeholders)
• Ability to meet goals in a fast-paced, deadline-driven environment; positive reception to change and competing demands
• Personal sense of accountability around the ultimate success of CMSD transformation
• Ability to perform multifaceted tasks with minimum supervision
• Ability to adjust to change and flexibility in communication with various departments

Additional Job Skills:

• Knowledge of the principles and techniques of effective verbal and written communication in the English and Spanish languages
• Ability to verbally translate spoken material from English into a designated second language(s)
• Ability to communicate effectively with other employees and the general public
• Considerable knowledge of general office practices, procedures, and equipment
• Considerable ability to deal courteously with the public, supplying general information and direction in a clear, concise manner
• Strong written and verbal communication/presentation skills
• Ability to establish and maintain effective working relationships with faculty, staff, students, and the public
• Ability to communicate effectively, both orally and in writing
• Excellent computer proficiency and ability to use MS Office (Word, Excel, PowerPoint, Smartsheet)

WORKING CONDITIONS/PHYSICAL DEMANDS

The characteristics listed below are representative of the work environment typically encountered by an individual while performing the essential duties of this position.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• Expected moving, walking, and standing consistent with a school environment and occasionally lifting up to 15 pounds
• While performing the duties of this job, the employee is regularly required to stand, walk and sit; use hands to finger, handle, or feel; and reach with hands and arms
• The employee is frequently required to talk and/or hear.
• Specific vision abilities required by this job include close vision, color vision, depth perception, and the ability to adjust focus.
• While performing the duties of this job, the employee is exposed to a normal school environment.
• Local travel may be required for training/meetings.

NOTE: The above stated duties are intended to outline those functions typically performed by individuals assigned to this classification. This description of duties is not intended to be all-inclusive or to limit the discretionary authority of management to assign other tasks of similar nature or level of responsibility.

EEO STATEMENT

We believe that equity and inclusion at CMSD is an essential call to action, a catalyst to ensure value and appreciation among all our employees, so we may be fair and welcoming now and in the future. CMSD provides equal opportunities for employment, retention and advancement of all personnel by administering all terms and conditions of employment regardless of race, color,ethnicity, ancestry, national origin, sex, disability orgeneticinformation, age, citizenship status, military status, sexual orientation or expression, socio-economic status, title, other dimensions of identity, or any other characteristic protected by law.

The District's Policy Prohibiting Discrimination, Discriminatory Harassment, and Sexual Harassment and the District'sTitleIXgrievance procedures, including information on how to report or file a complaint of discrimination, how to report or file a formal complaint of sexual harassment, and how the District will respond, may be accessed on the District's Civil Rights Notices webpage, available at ClevelandMetroSchools.org/domain/105.

The District'sTitleIXCoordinator / Director of Equal Employment Opportunity may be reached at:

1111 Superior Avenue East, Suite 1800

Cleveland, Ohio 44114

(216)-838-0070

TitleIX_EEO@ClevelandMetroSchools.org

Education

To Apply

EEO Statement

We believe that equity and inclusion at CMSD is an essential call to action, a catalyst to ensure value and appreciation among all our employees, so we may be fair and welcoming now and in the future. CMSD provides equal opportunities for employment, retention and advancement of all personnel by administering all terms and conditions of employment regardless of race, color,ethnicity, ancestry, national origin, sex, disability orgeneticinformation, age, citizenship status, military status, sexual orientation or expression, socio-economic status, title, other dimensions of identity, or any other characteristic protected by law.