Foster Care Ombudsman

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The Ombudsman III reports to the Managing Foster Care Ombudsman. The position will serve as an Ombudsman for Children and Youth in Foster Care. Ombudsman III serves as a neutral party in assisting children and youth in foster care with complaints regarding HHS and DFPS program services. The Ombudsman III will communicate with foster youth and investigate their complaints regarding Texas Department of Family and Protective Services (DFPS) policies and procedures, and make appropriate referrals to other HHS programs. Ombudsman III handles case-specific complaints, responds to the complainant/inquirer in a timely manner and prepares written documentation of the findings of the complaint. Work involves the examination of facts and interpretation of HHS and DFPS policy for final disposition/resolution, and offering alternative solution to resolve issues. Work also involves providing necessary assistance to children and youth in foster care in making complaints and reporting allegations of abuse or neglect to DFPS; maintaining the confidentiality of communications and records; and ensuring HHS, DFPS and complainants are informed of the results of the investigation. The position interacts routinely with children and youth in foster care, DFPS staff, other state agency staff, elected officials and the general public to deliver presentations, training, and information about the program. Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned. Works under general supervision, with moderate latitude for the use of initiative and independent judgment.

Essential Job Functions

Attends work on a regular and predictable schedule in accordance with agency leave policy and preforms other duties as assigned. 

Responds to telephone complaints/inquiries from children and youth in foster care and records contact information and case investigation actions in applicable systems. (25%).

Reviews, researches, investigates, analyzes, and resolves complex complaint regarding DFPS and HHS agencies and programs; interprets complex rules, regulations, policies, and procedures; conducts extensive research and in-depth investigations to resolve complaints; and communicates complex information to internal and external parties to exchange or verify information, answer inquiries, address issues or resolve problems or complaints. (25%).

Uses automated systems, including IMPACT, to review inquiries and complaints, review case information, identify trends, make recommendations, and prepare correspondence (25%).

Travels to attend events and deliver training and education regarding the FCO program to youth in Foster care, and internal & external stakeholders (10%). 

Participates in program planning, and established goals and objectives in the development and implementation of program policies and procedures; provides guidance and training in the development and integration of new methods and procedures; (10%).

Provides input in annual reporting and other publications by the agency. (5%).

Registrations, Licensure Requirements or Certifications

none

Knowledge, Skills and Abilities

a) Knowledge of Residential Child Care Licensing’s investigation practices based on minimum standards and abuse neglect requirements.

b) Skill in written and oral communication.

c) Thorough knowledge of DFPS policies and procedures, and ability to reference CPS Handbook policies, TAC rules, and other applicable rules and laws related to foster care. 

d) Knowledge of the rights of children and youth in foster care. 

e) Knowledge of HHS programs and services.

f) Knowledge of complaint resolution and/or ombudsman principles and practice.

g) Experience in working with upset and vulnerable youth.

h) Knowledge of state and federal laws and regulations relevant to health and human services programs.

i) Skill in analyzing and evaluating highly complex program and policy issues.

j) Ability to identify problems, evaluate alternatives, and implement effective solutions.

k) Ability to interpret and apply agency, state, and federal rules, regulations, policies, and procedures.

l) Ability to organize and prioritize workload and perform work on own initiative. 

m) Ability to coordinate with other staff, departments, officials, agencies, organizations, and the public.

n) Skill in using computers and applicable software. 

o) Ability to work with individuals from diverse populations.

Initial Screening Criteria

Graduation from an accredited four-year college or university with major course work in social service work or related field is preferred. At least two years of experience working with Child Protective Services (CPS) within the previous 5 years. Experience in public speaking, presenting information to the public and/or stakeholder groups. Experience working in IMPACT. Experience working in CLASS preferred. Experience coordinating with management level staff, other governmental agencies, and the public.

Additional Information

CONTINUED EMPLOYMENT WILL BE CONTIGENT ON PASSING A POST-HIRE CRIMINAL BACKGROUND CHECK, DFPS
CENTRAL REGISTRY AND DPS CHECK. The offered salary will be determined in accordance with budgetary limits and requirements outlined in the HHS Human Resources Policy Handbook. May be required to work hours other than 8am to 5pm. Travel is required, including some weekends, to deliver presentation to children and youth in foster care and present at FCO related meetings.  Employees are responsible for providing the necessary infrastructure for teleworking, including office furnishings (desk, chair, lamps, etc.), and utilities (reliable internet, electricity, telephone). The agency will not reimburse for utilities, or any items purchased for telework use, including office supplies, internet service, or maintenance or repair of personally owned equipment. Travel to a regional HHS office for pick up or repair HHS-issued equipment may be required.

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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.