Deputy HHS Ombudsman
AUSTIN, TX
Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage.
Functional Title: Deputy HHS Ombudsman
Job Title: Ombudsman VII
Agency: Health & Human Services Comm
Department: Ombudsman Exec/Ops & Reporting
Posting Number: 9640
Closing Date: 10/10/2025
Posting Audience: Internal and External
Occupational Category: Business and Financial Operations
Salary Group: TEXAS-B-29
Salary Range: $8,488.33 - $8,723.07
Pay Frequency: Monthly
Shift: Day
Additional Shift:
Telework: Eligible for Telework
Travel: Up to 20%
Regular/Temporary: Regular
Full Time/Part Time: Full time
FLSA Exempt/Non-Exempt: Exempt
Facility Location:
Job Location City: AUSTIN
Job Location Address: 4601 W GUADALUPE ST
Other Locations:
MOS Codes: 4402,4421,4430,250X,27A,51JX,92J0,LGL10
Brief Job Description:
Under the direction of the HHS Ombudsman, the Deputy HHS Ombudsman performs highly advanced (senior-level) managerial and dispute resolution work. The position assists in the direction of dispute resolution services and consumer protection for HHS programs and services. The Deputy HHS Ombudsman promotes fairness and transparency, identifies individual and systematic problems, and recommends solutions to agency executive staff and HHS program management staff. Work involves establishing strategic goals and objectives related to the ombudsman program, developing, and implementing all guidelines and policies with the purpose of ensuring compliance with state and federal laws and regulations, as well as maintaining alignment with the mission of the HHS system. The position monitors the effectiveness of the ombudsman program, making adjustments as needed; and coordinates with HHS program areas to identify potential systemic issues and collaborate to work toward a mutually beneficial solution.
The Deputy HHS Ombudsman works under minimal supervision, with extensive latitude for the use of initiative and independent judgment. Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.
Essential Job Functions (EJFs):
Assists with the direction of the operations of the HHS Office of the Ombudsman. Directs a team of managers responsible for hiring and developing staff, and recommending appropriate personnel actions to foster a fair, honest, and equitable work environment. Ensures employee performance and recognition is given a high priority and managed through continuous feedback on performance, performance appraisals, awards/recognitions, coaching, training/development, specific development plans, and implementation of those plans. Identifies program risks and problems and ensures that timely corrective measures are planned and implemented. Facilitates meetings and training, and directs projects to plan, develop, and approve visionary concepts. Ensures program policies and procedures meet legislative mandates and are in accordance with agency direction and policies. Establishes goals and objectives that foster program improvement and support overall program strategies. (35%)
Provides leadership and strategic direction for achieving program goals, legislative mandates, and agency policies for team within the HHS Office of the Ombudsman. Provides direction, guidance, and assistance to a team of managers supervising staff who provide information to consumers about state and federal rules, regulations, programs, and procedures. Maintains effective communication with internal and external stakeholders regarding the ombudsman program. Investigates escalated complaints and communicates with agency program staff as part of consumer complaint resolution processes. Brings unresolved or systemic issues to the attention of the HHS Ombudsman. (30%)
Participates in the development of strategic reports to inform program decisions and support program recommendations and forecasts, and the development of reports and coordination of data extracts to respond to federal, legislative, and executive requests for information. Coordinates system-wide inquiry and complaint tracking, analysis, and reporting efforts. (20%)
Represents the agency and the ombudsman program at stakeholder meetings, in legislative hearings, and at conferences. Presents complex issues related to HHS consumer experiences in understandable and useful formats for agency executive staff, agency program staff, and external stakeholders. (10%)
Manages program budget and teams with available resources in the most efficient and effective manner to provide quality services, and minimize/prevent agency risks and liability by acting as a responsible steward for the agency. Ensures teams operate within existing budget parameters with no over expenditures to overall budget. (5%)
Knowledge, Skills and Abilities (KSAs):
Knowledge of:
- Ombudsman principles and practices, including customer service practices and dispute resolution techniques.
- HHS programs.
- Local, state, and federal laws and regulations relevant to HHS programs.
- The principles and practices of public administration and management.
- The State of Texas legislative process.
Skill in:
- Establishing plans and setting objectives and goals that support an overall business strategy.
- Conducting investigations.
- Mediation and dispute resolution.
- The use of interpersonal techniques.
- Leading and facilitating large workgroups and in developing and delivering effective training.
- Effective negotiation and application of risk management strategies.
- Public speaking.
Ability to:
- Direct and organize program activities.
- Develop and evaluate policies and procedures.
- Routinely identify and effectively mitigate risks.
- Identify problems, evaluate alternatives, and implement effective solutions.
- Communicate effectively, build and maintain effective working relationships, negotiate with individuals and groups, develop professional networks, and identify the internal and external dynamics that impact the work of the organization.
- Interact with all clients, internal and external, using empathy and compassion.
- Effectively recruit, hire, manage, and motivate and build morale in employees.
- Effectively establish and maintain cross-departmental teams.
- Develop and implement performance management plans.
- Plan, assign, and supervise the work of others.
- Analyze and prepare documents, reports, and correspondence.
Registrations, Licensure Requirements or Certifications:
N/A
Initial Screening Criteria:
A minimum of seven (7) years of progressively responsible management experience required. Management experience will include supervision of employees at multiple levels, different geographic locations, diverse projects, budgets, and collaboration and coordination with stakeholders.
Professional work experience in Texas Health and Human Services system preferred.
Professional work experience in complaints processing preferred.
Experience developing, deploying, and overseeing policies and processes to govern the operation of an organization or department.
Additional Information:
Final salary will be determined by agency policy, program area budget, and the candidate’s qualifications.
Must be legally authorized to work in the U.S. without sponsorship.
Review our Tips for Success when applying for jobs at DFPS, DSHS and HHSC.
Active Duty, Military, Reservists, Guardsmen, and Veterans:
Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.
ADA Accommodations:
In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.
Pre-Employment Checks and Work Eligibility:
Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.
HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form
Telework Disclaimer:
This position may be eligible for telework. Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.
Nearest Major Market: Austin