HHS Ombudsman

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.

Brief Job Description:

The HHS Ombudsman reports the Chief Public Affairs Officer (CPAO) and provides guidance to the CPAO on all matters related to ombudsman programs and complaint resolution. This position is responsible for overseeing the day-to-day operations and providing strategic direction to the HHS Office of the Ombudsman.

As a member of the HHSC executive leadership team, the HHS Ombudsman is responsible for building and maintaining collaborative and professional relationships with HHS executive leadership and staff, and internal and external stakeholders.

Essential Job Functions (EJFs):

Directs the operations of the HHS Office of the Ombudsman. Provides direction, guidance, and assistance to teams who interact with Texans seeking HHS services. Oversees staff who work with youth in foster care and residents in long-term care facilities. Maintains effective communication with internal and external stakeholders regarding ombudsman programs. Collaborates with HHS executive leadership on unresolved or systemic issues to identify recommendations. (30%)

Provides overall vision, leadership and strategic direction for achieving program goals, legislative mandates, and agency policies for HHS Office of the Ombudsman. Advises the Chief Public Affairs Officer on all matters related to complaint resolution and ombudsman programs. (25%)

Investigates escalated complaints and communicates with agency program staff as part of consumer complaint resolution processes. Directs the development of strategic reports and coordination of data extracts to respond to federal, legislative, and executive requests for information. Leads coordination of system-wide inquiry and complaint tracking, analysis and reporting efforts as required by state law, and develops reports inform HHS of systemic trends. (25%)

Represents the agency and the ombudsman program at external settings including stakeholder meetings and legislative hearings. Presents complex issues related to HHS consumer experiences in understandable and useful formats for agency executive staff, agency program staff, and external stakeholders. (15%)

Directs and oversees the HHS Office of the Ombudsman’s staff and budget. Ensures the division operates within existing budget parameters with no over expenditures to overall budget. (5%)

Knowledge, Skills and Abilities (KSAs):

Knowledge of:

Knowledge of ombudsman principles and practices, including customer service practices and dispute resolution techniques.

Knowledge of HHS programs.

Knowledge of local, state, and federal laws and regulations relevant to HHS programs.

Knowledge and experience with the Texas legislative process.

Skill in:

Skill in problem solving.

Skill in conducting investigations.

Skill in mediation and dispute resolution.

Skill in the use of interpersonal techniques.

Skill in effective negotiation and application of risk management strategies.

Ability to:

Ability to routinely identify and effectively mitigate risks.

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

Ability to 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.

Ability to interact with all clients.

Ability to effectively recruit, hire, manage, and motivate and build morale in employees. 

Registrations, Licensure Requirements or Certifications:

N/A

Initial Screening Criteria:

Bachelor's degree from a college or university with a preference for a degree in public administration, public affairs, public policy, government or related field.

Minimum of ten years of experience working on health and human service issues preferred.

Additional Information:

Any employment offer is contingent upon available budgeted funds. The offered salary will be determined in accordance with budgetary limits and the requirements of HHSC Human Resources Manual.

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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.