Job Description

The Office of the Ombudsperson Associate Ombudsperson shall serve under the direction of the Ombudsperson. We are looking for someone who is compassionate, inquisitive, and fair-minded with a demonstrated ability to exercise sound judgment and maintain confidentiality.

The City seeks a candidate who is energized by the importance of the work and the opportunity to leverage resources and relationships in furtherance of protecting vulnerable youth. The position will collaborate with youth groups, law enforcement, community members, investigators, data scientists and other stakeholders in an environment where objectivity and diligence are critical to credibility and overall effectiveness.

Essential Functions

Engaging & Educating

• Assist with monitoring and responding to queries and complaints that come through the OYO’s email account, website complaint form, phone number/hotline, walk-ins, etc.
• Visiting and inspecting sites to evaluate service quality and youth wellbeing.
• Developing and delivering informative materials and educational programs for youth in residential placements, family members, advocates, and other stakeholders.
• Developing and maintaining an independent avenue to receive complaints and grievances.
• Conducting or leading interviews of facility personnel, City employees, youth, and others.
• Supporting best practices research and secondary research, theory, and practice relevant to youth residential placements.

Monitoring & Data Collection

• Analyzing short and long-term data to identify issues that may be affecting quality of service and may require corrective action.
• Monitoring and evaluating City agency action in response to complaints, grievances, or incidents.
• Receiving, documenting, and resolving complaints using a variety of conflict resolution strategies.
• Monitoring system performance, analyzing data and preparing written reports.
• Conducting administrative investigations and evaluation of services.

Communicating Results

• Assist with drafting written reports and recommendations to City agencies and officials to address complaints, adjust policy or procedure and otherwise improve the residential placement process.

• Assist with annual reporting on the work of the OYO.

• Assist with publishing data and informational resources to guide youth, family members and policymakers.

• Conduct community outreach and appearing in public forums to present the OYO’s work and encourage community and stakeholder engagement.

• Assist with the creation and dissemination of fliers, brochures, and other written materials needed to promote the OYO.

Competencies, Knowledge, Skills, and Abilities

Investigatory and Analytical Skills :

• Monitoring and evaluating City agency action in response to complaints, grievances, or incidents.

• Receiving, documenting, and resolving complaints using a variety of conflict resolution strategies.

• Monitoring system performance, analyzing data and preparing written reports.

• Conducting administrative investigations and evaluation of services.

• Identifying and analyzing complex issues of fact and policy.

• The objectives, styles, and methods of various types of investigations and reviews.

• Investigative and interviewing methods and techniques.

• Quantitative and qualitative statistical analysis.

• Common office software, such as Word, Excel, Access, and PowerPoint.

Interpersonal Skills and Core and Cultural Competencies :

• The scope, applicability and operational practice of the juvenile justice, child welfare and behavioral health systems in the City of Philadelphia.

• The various agencies and stakeholders with distinct roles in the juvenile justice, child welfare and behavioral health placement processes, including at the city, state, and national level.

• Diverse communities and families.

• Be a strong, visionary, and decisive leader.

• Promote and embrace best practices, collaboration, innovation, and transparency.

• Proven ability to lead an organization through a strategic planning and implementation process.

• Be politically astute and able to build trust, complemented by superior interpersonal and communication skills to act as an advocate to initiate discussions and gain support from stakeholders.

• Can be counted on to exceed goals successfully, very outcome focused, steadfastly pushes self and others for results.

• Decisive, able to process facts and circumstances and make quick decisions.

• Relates well to all kinds of people, uses diplomacy and tact, builds constructive relationships.

• Can orchestrate multiple activities at once, uses resources effectively and efficiently.

• Can quickly find common ground and solve problems for the good of all, is a team player and is cooperative, encourages collaboration.

• Accurately scopes out length and difficulty of tasks to simultaneously advance both short-term and long-term projects.

• Sets objectives and goals, measures performance against goals, evaluates results.

• Uses rigorous logic and methods to solve difficult problems, probes all fruitful sources for answers, can see hidden problems, is excellent at honest analysis.

• Significant discretion and care in handling confidential and sensitive information.

• Strong cultural competency and commitment to racial equity and social justice.

Qualifications

• An advanced degree and experience in the field of social work, law, policy, public administration, data science, auditing, or investigations.

• At least 5 years of experience working directly with youth or in service of young people who have been placed in the child welfare, juvenile justice, behavioral health systems.

• Extensive experience and knowledge of congregate care and the child welfare, juvenile justice, and behavioral health system

• Demonstrated ability to work independently and with a team.

• Demonstrated ability to develop and utilize a centralized database.

• High level skills in interpreting legislation and policies.

• Substantial experience in the presentation of complex documents and reports

• Ability to travel some evenings and weekends.

• Valid PA Drivers License required.

All applications must include a cover letter and a writing sample. Applications submitted without these materials will not be considered.

Additional Information

TO APPLY: Interested candidates must submit a cover letter, writing sample, references and resume.

Salary Range: $72,000-$82,000

Discover the Perks of Being a City of Philadelphia Employee:

• Transportation : City employees get unlimited FREE public transportation all year long through SEPTA’s Key Advantage program. Employees can ride on SEPTA buses, subways, trolleys, and regional rail for their daily commute and more.
• Parental Benefits: The City offers its employees 6 weeks of paid parental leave.
• We offer Comprehensive health coverage for employees and their eligible dependents.
• Our wellness program offers eligibility into the discounted medical plan
• Employees receive paid vacation, sick leave, and holidays
• Generous retirement savings options are available
• Pay off your student loans faster - As a qualifying employer, City of Philadelphia employees are eligible to participate in the Public Service Loan Forgiveness program. Join the ranks of hundreds of employees who have already benefited from this program and achieved student loan forgiveness.
• Unlock Tuition Discounts and Scholarships - The City of Philadelphia has forged partnerships with over a dozen esteemed colleges and universities in the area, ensuring that our employees have access to a wide range of tuition discounts and scholarships. Experience savings of 10% to 40% on your educational expenses, extending not only to City employees but in some cases, spouse and dependents too!

Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial well-being and personal growth!

_ *The successful candidate must be a city of Philadelphia resident within six months of hire_

Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to faqpchr@phila.gov.

For more information, go to: Human Relations Website: http://www.phila.gov/humanrelations/Pages/default.aspx