Ombudsman III

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 Ombudsman III reports to the Managing Behavioral Health Ombudsman. The Ombudsman III serves as an impartial party to assists consumers seeking to navigate and resolve complaints related to access to Behavioral Health (BH) services (treatment of mental health conditions and substance use disorders). The position performs complex complaint resolution work, provides extensive coordination and problem solving related to HHS services, maintains a caseload, completes high level complaint research and resolution for highly sensitive and confidential complaints, and evaluates adherence to policies, procedures, and guidelines to ensure compliance with program requirements and fair treatment of consumers seeking BH services. The Ombudsman III assists consumers navigate the Texas HHS system and assists consumers seeking BH services outside the Texas HHS system and those that are not insured.

The position interacts directly with consumers seeking BH services, other state agency staff and leadership, federal agencies, advocacy groups, and other HHS staff. The Ombudsman III identifies trends in BH consumer complaint reporting and is responsible for producing summaries of case resolutions appropriate for distribution to Texas HHS staff, external regulatory and oversight agencies, and legislatively required stakeholders. The position works under general supervision with moderate latitude for the use of initiative and independent judgment.

Essential Job Functions:

Intakes, tracks, investigates, analyzes, and resolves inquiries and complex complaints related to BH services. Receives and reports concerns and complaints relating to inappropriate care or mental health commitment.  Interacts with BH consumers, families, their authorized representatives, and providers, to explain their rights relative to BH services. Coordinates with Texas HHS staff responsible for oversight of State Hospitals, Local Mental Health Authorities, Local Behavioral Health Authorities and the Texas Medicaid program, to ensure appropriate response and resolution to BH consumer complaints. Makes referrals to external and internal regulatory and oversight agencies to ensure appropriate referral and resolution of BH consumer complaints. (40%) Organizes data to identify and determine trends in Behavioral Health Services consumer complaints and inquires. Organizes and maintains consumer data in a web-based case management system (20%) Accurately and thoroughly document all issues, actions, analysis, findings, and resolutions in the Ombudsman database.  Timely inputs accurate and complete case documentation by due date.  (25%) Advocates for the rights of consumers seeking and receiving BH services.  Recommends modifications to HHS policy related to Behavioral Health Services based on the finding of patterns and trends in consumer cases.  Represents the HHS Office of the Ombudsman in public meetings and in agency workgroups with stakeholders, including presentation of case summaries.  (10%)                                                 Assists with the development and distribution of outreach materials related to the Behavioral Health Services ombudsman that provide information to help consumers obtain Behavioral Health Services. Assist with development and delivery of training to Texas HHS staff performing consumer rights activities in State Hospitals and community-centers staff performing consumer rights activities. May provides input into the development and integration of new policies and procedures related to Behavioral Health Services consumer cases. Identifies the need to update policies and procedures relating to Behavioral Health Services consumer cases.  May distribute consumer-friendly documentation outlining consumer rights relative to Behavioral Health Services (5%)

Knowledge Skills Abilities:

Knowledge of federal and state laws and regulations related to Texas HHS programs, specifically BH services (mental health and substance use) and civil rights.

Knowledge of federal and state laws and regulations related to the availability and terms and conditions of Behavioral Health services.

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

Skill in conflict resolution.

Skill in establishing and maintaining effective working relationships, including the ability to work with people under pressure.

Skill in conducting research using internet and other sources, investigating complaints, recognizing problems, and facilitating solutions.

Skill in querying eligibility databases.

Skill in communicating effectively, both verbally and in writing.

Skill in the use of computers and related equipment and software, including Windows, Word, Excel, Outlook, and database software.

Ability to work and communicate with individuals in personal crises and in confrontational situations as evidenced by the ability to maintain control of an interview.

Ability to determine complexity of issue and address issue with appropriate agency or program.

Ability to interpret, analyze, and evaluate complex program policy and rules and regulations and make accurate assessments.

Ability to elicit factual information or perform required duties in order to proceed with an investigation.

Ability to interact with all clients, internal and external, using empathy and compassion.

Ability to manage stress during difficult conversation.

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

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

Ability to meet tight deadlines.

Ability to use an automated tracking system.

 Registration or Licensure Requirements:

None

Initial Screening Criteria:

A Bachelor’s Degree is preferred from an accredited college or university with a major in psychology, sociology, social work, mental health counseling, human services, healthcare administration, or a related human service field preferred.

Minimum of 5 years of experience working directly with persons with mental illness and/or serious mental illness, substance use disorders, emotional disturbances, or other behavioral health needs.

Experience in investigating and resolving moderate to complex complaints (preferably, consumer rights) and/or conflicts involving service delivery in community-based programs or agencies or inpatient psychiatric hospital settings.

Experienced in interpreting and applying agency, state, and federal laws, rules, and regulations and/or applying agency policies and procedures to determine compliance or non-compliance.

Experienced in using conflict resolution skills or de-escalation techniques to effectively manage stressful and/or highly intensified situations during verbal engagements.

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.

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.

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.