Ombudsman

Job Duties

**This posting is open to current employees of the Virginia Employment Commission. Contract employees are ineligible.**

As the agency’s Ombudsman for customers and the General Assembly, respond to designated inquiries, mediate problem resolution, ensure due process is afforded to those seeking assistance, and initiate corrective action related to the availability and access to Unemployment Insurance programs and services.

Work with the Executive Team to ensure a responsive process is executed for addressing inquiries, complaints and concerns related to barriers to availability of and accessibility to UI programs and services.

Develop and execute a strategy for outreach to further support individuals and/or groups who are underserved or disadvantaged. Identify and collaborate with various stakeholders to identify and eliminate barriers and promote and enhance program efforts.

Oversee a quality assurance system for monitoring of responses and disclosure of information for consistency and compliance. Provide technical assistance and training, make formal presentations, serve as primary contact for legislative and executive branch constituent referrals, and ensure excellent customer service delivery.

Minimum Qualifications

Comprehensive knowledge of community resources related to underserved and disadvantaged communities; disclosure of confidential information requirements; research and data collection methods; and quality assurance techniques.

Strong analytical, program management, customer service, research, problem resolution and computer skills.

Demonstrated ability to collect and analyze data; develop and implement policies and procedures; interpret and apply laws and regulations; recommend strategies to enhance performance; prepare reports; make determinations and document findings; provide technical assistance and respond to inquiries; prepare and conduct training; maintain strong relationships with various parties; and handle escalated customer service complaints.

Must possess a valid driver's license as statewide travel will be required.

Additional Considerations

Education, experience, and/or training in public or business administration, sociology, information technology, customer service, customer advocacy, communications and/or other related field.
• Extensive experience in customer service, mediation, conflict resolutions and/or advocacy.
Knowledge of UI laws, regulations, policies and procedures including adjudication, appeals and UI related programs.

Knowledge of community resources related to underserved and disadvantaged communities.

Extensive experience working with senior leadership and serving as an ombudsman.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Diversity and inclusivity are at the heart of what we do in Virginia, and the VEC is committed to upholding these values in our employment opportunities across the Commonwealth to people from all backgrounds, including all races, ethnicities, genders, and abilities.

The Virginia Employment Commission Is an Equal Opportunity Employer/Program, and a Virginia Values Veterans (V3) certified employer. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.

The selected candidate must successfully pass a comprehensive background check including an FBI fingerprint background investigation.

Applications for this position must be submitted electronically through this website. Mailed, emailed, faxed, or hand delivered applications and résumés will not be accepted.

Applications are not accepted after the recruitment closing date.

Please carefully review the details of this recruitment including the location of the position and the posted salary before applying. VEC does not provide relocation assistance, and no salary will be offered outside of the posted salary range / flat rate.

Consideration for an interview is based solely on the information within the application (and/or resume). You must ensure your application/resume includes the scope of your experience, knowledge, skills, and abilities as it relates to the position you are applying for. Information not stated will not be assumed.

This website will provide a confirmation of receipt when the application is submitted for consideration.

For the status of your application and this position, please refer to your Jobs.Virginia.Gov account. We do not provide application status updates via email or telephone.

Auxiliary Aids and Services are available upon request to individuals with disabilities.
Applicants needing accommodations should contact the Human Resource office for additional information.

The VEC does not provide sponsorship; therefore, applicants must be a citizen or national of the U.S., a Lawful Permanent Resident, or an alien authorized to work in the US.

NOTICE: VEC will record information from each new employee’s Form I-9 (Employment Eligibility Verification) into the Federal E-Verify system to confirm identity and work authorization.

Contact Information

Name: Human Resources / Recruitment

Phone: For the most up-to-date status of your application, please refer to your Jobs.Virginia.Gov account. We do not provide application status updates via phone.

Email: ov for recruitment related questions. Emailed applications, resumes, or cover letters will not be accepted. For the most up-to-date status of your application, please refer to your Jobs.Virginia.Gov account.

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter.