Ombudsman Mediator Jobs (NOW HIRING)

THIS POSTING IS FOR EXISTING TWC EMPLOYEES ONLY
WHO WE ARE:
We are looking for you to take the next step! The mission of the Texas Workforce Commission (TWC) is to promote and support a workforce system that creates value and offers employers, individuals, and communities the opportunity to achieve and sustain economic prosperity. We have an incredibly noble public service mission, and UI Client Services staff are a critical part of that mission. The Texas Workforce Commission (TWC) is hiring an Ombudsman II for UI Client Services. This position is in office and will be based in one of the Tele-Centers (El Paso, Fort Worth, McAllen, San Antonio) or in Austin. We're a Family Friendly Certified Workplace with great work-life balance, competitive salaries, extensive opportunities for training and development, and fantastic benefits.
TWC is not considering applications from individuals who require sponsorship for an employment visa, including those with H1B visas or those currently on student or postgraduate visas. You must be a Texas resident to work for the Texas Workforce Commission or willing to relocate to Texas.

WHO YOU ARE:
An experienced, professional customer support specialist who understands the importance of delivering high level customer service on complex issues. You would be excited to join the UI Client Services team, which specializes in high level tasks, customer service and mediation work.  You would enthusiastically share our department's E.P.I.C. vision and values. Each day, we reinforce our vision: "Creating a Positive Culture of Excellence and High Expectations Focused on Continuous Improvement". The ideal candidate shares our department vision (professionalism, teamwork, excellence, advocacy, and flexibility) in a positive, energetic, fast-paced team environment.

WHAT YOU WILL DO:
The Ombudsman will assist employees or the general public in resolving disputes and issues or concerns in situations such as filing claims, or assist with complex situations such as identity verification, benefit eligibility, payment method issues and investigating complaints. Performs moderately complex (journey-level) mediation work. Works under general supervision, with limited latitude for the use of initiative and independent judgment. 
WHAT YOU WILL BE RESPONSIBLE FOR: 
-Advise on and explain relevant state and federal rules, regulations, and procedures to employees or the general public and other stake holders.
-Consult with various groups on issues and procedures concerning conferences, hearings, and arbitration proceedings.
-Facilitate the sharing of information among various parties involved in a grievance, dispute, or claim.
-Provide information and assistance to employees or the general public; investigate complaints; and communicate with various groups on behalf of the individuals with a grievance, dispute, or claim.
-Contact affected parties, and explains ombudsman services, and explains rights and responsibilities.
-Apprise UI management of trends and information which could impact agency outcomes or workloads. 
-Assist employees or the general public in applying for benefits, preparing for hearings, responding to requests for court action, and resolving determination disputes.
-Assist in the coordination of workflow with staff to ensure effective delivery of services.
-Expand agency institutional knowledge of UI & Ombudsmen job duties by discussion, mentoring & developing standard operating procedures (SOP). 
-Complete assignments for Child Support, Direct Deposit & Debit Card.
-Investigate the validity of UI complaints. May compile monthly complaint report.  
-Assist in handling enhanced identity verification. 
-Notify all parties involved in accidental exposure of PII.
-Participate in special projects and assume other duties as assigned.

YOU QUALIFY WITH:
- Two years of full-time experience in resolving disputes, complaints and/or grievances, or performing investigations, or counseling, or in paralegal work, or experience in claims management, insurance, social work, workers' compensation, counseling, mediation, or dispute resolution work.
-Relevant academic credits may be applied toward experience qualifications for this position
- One year of full-time in-service TWC experience classified as an Ombudsman I with regular status will satisfy the minimum qualifications.
YOU ARE A GREAT FIT WITH:
-Exceptional customer service and conflict resolution skills are critical.
-Resourceful and excellent attention to detail.
-Highly effective analytical and research skills.  
-Extensive knowledge of the Unemployment Insurance laws and policies including claims taking, adjudication, special claims, and system(s) used at TWC.
-Handles multiple high-priority tasks and projects effectively, efficiently, and timely. 
- Ability to devise solutions to problems by gathering, assembling, correlating and analyzing facts as well as compile reports and data.
-Proven ability to take initiative, work independently and as part of a team, compose quality written documents, meet deadlines, perform multiple tasks, and handle changing priorities.
-Excellent verbal and written communication skills. 
-Competence using CAPES and CAST
- Microsoft Office (Word, Excel, Outlook)  
-Bilingual (English and Spanish).

YOU GAIN:
- Family Friendly Certified Workplace
- Competitive salary: $4449.92/month
- Defined Retirement Benefit Plan
- Optional 401(k) and 457 accounts
- Medical Insurance
- Paid time off, including time for vacation, sick and family care leave.
- Additional benefits for active employees can be found at https://www.ers.texas.gov/Active-Employees/Health-Benefits.
The position's normal hours are 40 hours a week during hours of operation Monday through Friday, 8:00 AM to 5:00 PM Central Time. Occasional overtime (evenings, weekends, and holidays) may be required during unexpected events. Duties require up to 10% travel and the ability to lift 15 Lbs. TWC may use all available information, including past unemployment claims, to evaluate an applicant's suitability for the position.  Criminal background check conducted on final candidate. Written skills test will be given in conjunction with the interview.
VETERANS:
Use your military skills to qualify for this position or other jobs! Go to www.texasskillstowork.com to translate your military work experience and training courses into civilian job terms, qualifications and skill sets. Also, you can compare this position to military occupations (MOS) at the Texas State Auditor's Office by pasting this link into your browser: https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_Legal.pdf

HOW TO APPLY: 
To be considered, please complete an Application for Employment and apply on Taleo. TWC is not considering applications from individuals who require sponsorship for an employment visa, including those with H1B visas or those currently on student or postgraduate visas. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. A position utilizing this classification will be designated as security sensitive according to the Texas Labor Code, Section 301.042.