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The Ombudsman is responsible for resolving conflicts, responding to complaints and inquiries, and monitoring and evaluating existing programs. This position is governed by state and federal laws and agency policy.

Class Code:


Job Grade:


Special Job Requirements:

Occasional in-state travel is required.

Typical Functions:

Provides assistance to clients by reviewing and investigating complaints, gathering and disseminating information, coordinating agency services to meet client needs, researching and locating additional or alternative services, referring clients, and preparing case documentation. Reviews inquiries from executive and legislative officials and staff, investigates and analyzes situation, recommends solutions, and prepares responses for the agency director. Participates in and coordinates client advocacy program needs, problems, and progress by providing advice and assistance to agency heads, conferring with division management and staff, other state and federal personnel, and community representatives, and serving on committees and task forces. Confers with disputants to clarify issues, identifies underlying concerns, and develops an understanding of their respective needs and interests. Utilizes mediation techniques to facilitate communication between disputants, to further parties’ understanding of different perspectives, and to guide parties toward mutual agreement. Analyzes evidence and applies relevant laws, regulations, policies, and precedents in order to reach conclusions. Reviews incident reports and documents and refers reports to appropriate personnel. Monitors status and resolution and provides incident reporting policy training as requested. Prepares and presents verbal and written programs and service-delivery information, reports, and correspondence. Performs other duties as assigned.

Knowledge, Abilities, and Skills:

Knowledge of agency/institution service programs and service-delivery systems. Knowledge of state and federal laws and regulations governing client rights. Knowledge of principles and processes for providing customer and personal services. Ability to develop a strong sense of trust and rapport with both customers and staff in difficult situations. Ability to prepare, present, and review oral and written technical information and reports. Ability to evaluate the effectiveness of programs, service delivery, and compliance. Ability to plan and organize work activities. Ability to research, interpret, and apply state and federal laws, rules, and guidelines governing service programs and services.

Minimum Qualifications:

The formal education equivalent of a bachelor’s degree in general business, public administration, psychology, sociology, or a related field; plus one year of experience involving human service programs or services, alternative dispute resolution or a related field.

Required Certificates:

Must possess a valid Arkansas driver’s license.


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