Managing Independent 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.

The Office of the Independent Ombudsman (OIO) for State Supported Living Centers (SSLCs) is an independent state agency, administratively attached to the Texas Health and Human Services Commission (HHSC).  The OIO is comprised of a dedicated team of professionals who are passionate about the OIO’s mission to serve as an independent and confidential resource that advocates for SSLC residents’ rights, dignity, and respect.  Our vision is that OIO’s advocacy enables SSLC residents to lead safe, meaningful, self-determined lives.

Although independent from HHSC, OIO staff are offered the same insurance coverage and other benefits available through the State of Texas Group Benefits Plan administered by the Employee Retirement System of Texas (ERS).  Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, opportunities for career advancement and more.  Review our Top 10 Tips for Success when Applying to State of Texas Jobs.

Brief Job Description:

The Managing Independent Ombudsman (MIO) reports to and works under the Independent Ombudsman (IO) for State Supported Living Centers (SSLCs).  The MIO performs highly advanced and supervisory (senior-level) investigatory and consultative work.  The MIO supervises six to seven Assistant Independent Ombudsmen (AIO) located at one of the 13 SSLCs across Texas.  Duties include performing human resources functions for respective AIO staff, monitoring and providing oversight of assigned AIO investigations and audit work, identifying AIO support and training needs, facilitating meetings, and collaborating with the Ombudsman Educator (OE) to develop staff training plans and assist with OIO biannual conferences.  The MIO works under limited supervision with considerable latitude for the use of initiative and independent judgment. 

Essential Job Functions (EJFs):

Human Resources (20%) 

• Responsible for conducting human resources activities, including recruitment, hiring, onboarding, retention, and staff development. 
• Evaluate, recommend, and establish AIO performance measures, communicate expectations and deadlines, and complete timely annual performance evaluations.
• Secure new and existing employees’ adequate IT equipment, user access, and resolve or escalate AIO technical or end-user issues. 
• Provide ongoing, regular feedback to AIOs on job performance, identifying areas for growth and training.
• Tracks, reconciles, and approves employees’ time off and schedules in CAPPS.
• Review and appropriately approve Travel Authorizations and travel claims.
• Supervises all programmatic activities of 6 or 7 field ombudsmen.

Overseeing AIO Duties (35%)

• Oversee the conduct of AIO casework and investigations, case management, and audit activities to ensure the integrity of the ombudsman program. 
• Provide oversight and monitoring of AIO duties ensuring that field staff follow OIO operational standards, practices, and deadlines.
• Provide consultative services to AIOs, remain actively informed of respective SSLCs' areas of concern, trends, and improvements.
• Regularly visits assigned AIOs at SSLCs to monitor investigation work and provide in-person guidance and consultation to AIOs in real time, identify AIO training or support needs, develop relationships with SSLC staff, and understand each center’s culture and practices. 
• Run weekly/monthly HEARTS and Salesforce reports to monitor status and proactively provide consultation on open investigations and ongoing Program Review requirements.
• Perform HEARTS quality assurance and may perform other duties to assist with legislatively mandated reports.

Leadership & Collaboration (25%)

• Identify, coordinate, lead, and provide guidance and consultation to AIOs conducting systemic investigations. 
• Review, provide feedback, and edit AIO's biannual case studies. 
• Provide ongoing mentorship and guidance to AIOs. 
• Serve as the primary resource to field staff to resolve problems.
• Develop systems and methods to evaluate differences in AIO and facility practices statewide; identify key areas of attention and make systemic recommendations to leadership. 
• Collaborate with the Ombudsman Educator (OE) to develop conference content and activities, identify prospective guests/speakers, and may facilitate conference sessions. 
• Coordinate and collaborate with the OE to identify new AIO and ongoing training needs, execution plans, and training objectives.
• May be assigned or lead special projects.

Administrative Management (20%)  

• Organize and facilitate engaging monthly all-staff meetings via Teams for remote staff across the state.
• Generate agenda items for monthly all-staff meetings based on OIO operational needs, including training, expectations, policies, practices, and emerging issues.
• Serve as a high-level contributor in weekly Central Office staff meetings and manager meetings with OIO leadership; regular in-person attendance and participation in Central Office meetings at Headquarters (Austin) is required on a schedule determined by the IO and may be as frequent as monthly.  
• May represent OIO leadership at stakeholder meetings, conferences, and committees. 
• Identify, communicate, and recommend solutions to OIO leadership regarding operational, policy, and procedural deficiencies or changes to SSLC policy/practices that may impact OIO's business practices or outcomes.

Knowledge, Skills and Abilities (KSAs):

Knowledge of state supported living centers.

Skill in working with or supporting people with intellectual/developmental disabilities.

Ability to conduct and oversee investigations that may be complex nature, including systemic investigations.

Knowledge of dispute resolution and conflict management strategies.

Knowledge of the role of the ombudsman and ombudsman principles and best practices

Knowledge and ability to apply person-centered thinking practices.

Ability to ensure program staff follow established policies, procedures, and directives in accordance with operational policies and procedures.

Ability to develop and implement performance management plans.

Skill in effectively managing, coaching, and providing guidance to staff.

Ability to oversee, plan, and supervise the work of others.

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

Ability to analyze and prepare documents, reports, and correspondence.

Skill in interpersonal, written, and verbal communication with diverse constituents and stakeholders.

Skill in establishing plans and setting objectives and goals that support an overall business strategy.

Ability to lead and facilitate productive staff meetings and training, including representing leadership at stakeholder meetings.

Ability to implement strategic plans, goals, objectives, and evaluation tools to monitor progress and ensure accountability.

Ability to develop and evaluate policies and procedures.

Ability to routinely identify and effectively mitigate risks or potential problems.

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

Ability to effectively operate a Salesforce database.

Registrations, Licensure Requirements or Certifications:

None

Initial Screening Criteria:

Bachelor's degree from a regionally accredited college or university with major course work in human services or other related field required.

Experience conducting or overseeing investigations preferred.

A minimum of 5 years of experience managing teams or programs preferred.

Experience providing effective staff supervision preferred.

Additional Information:

Final candidates in consideration will be asked to submit a writing sample and three professional references.

Travel:  In-state and overnight travel throughout the year is required for this position.  Advance notice is provided for any required travel. (60%)

Position may require flexibility in work hours, but overtime is not required.  Flex schedule may be permitted with supervisor approval.

This position headquarters will be one of the 13 SSLCs. Telework may be required depending on availability office space.

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.