Position Summary
The Assistant Employee Ombudsperson plays an essential role in helping City employees understand their options and resources for addressing workplace related concerns. The role acts as an impartial dispute resolution practitioner whose major function is to provide impartial, confidential and informal assistance to employees through consultation, mediation, conflict coaching and other alternative dispute resolution strategies. Additionally, the role evaluates complaints to identify broader patterns and refers matters to other City entities when necessary.Essential FunctionsDirect Service:
 Respond to telephone, email, and in-person inquiries from City employees across all 
classifications, while upholding the confidentiality and neutrality of the Ombudsperson’s Office.
 Conduct consultations with employees to assess workplace concerns, evaluate their 
appropriateness for ombuds services, and provide guidance on the next steps.
 Deliver confidential, neutral, and professional support to employees using a range of conflict 
resolution techniques, including:
o Conducting informal fact-finding to gather information while maintaining strict confidentiality.
o Offering conflict coaching to help employees clarify issues and explore viable options for 
resolution.
o Acting as a facilitator through shuttle diplomacy to resolve conflicts between parties.
o Mediating workplace disputes when appropriate, fostering open communication and resolution.
o Facilitating group meetings to improve communication among employees involved in conflicts.
 Listen to employee concerns and guide them toward appropriate and equitable options for 
resolving workplace conflicts or organizational complaints.
 Recommend and influence systemic changes to address the root causes of employee concerns, 
improving the overall workplace environment.Data Collection & Analysis:
 Assist in collecting and tracking data to evaluate the performance of Ombudsperson 
operations.
 Analyze short- and long-term data to identify workplace trends, climate issues, and cultural 
challenges affecting the City’s workforce.
 Identify emerging patterns impacting organizational culture and recommend innovative strategies 
to address these concerns.Administrative Tasks:
 Draft correspondence to City agencies and officials to support the Ombudsperson’s work and 
contribute to improving the overall workforce environment.
  Conduct outreach and represent the Ombudsperson’s Office at public forums, presenting its work 
and promoting engagement with stakeholders.
 Assist in the development and distribution of promotional materials, such as brochures and 
fliers, to raise awareness of the Ombudsperson’s services.
 Conduct research and support initiatives that foster a diverse, inclusive, and healthy workplace 
environment for City employees.Required Competencies, Knowledge, Skills, and AbilitiesKnowledge:
Conflict Resolution Principles:
Extensive knowledge of the theories and practices related to conflict, including causes of conflict, stages of escalation, and methods for resolution such as mediation, negotiation, and facilitation.
Employment Law and Workplace Policies:
Familiarity with city, state, and federal employment laws, workplace regulations, and organizational policies related to harassment, discrimination, retaliation, and general employee rights.
Organizational Dynamics:
Understanding of how organizations function, including the nuances of public sector work environments, power structures, and workplace culture to provide context-specific guidance.
Data Collection and Analysis:
Knowledge of methods for collecting, analyzing, and interpreting data related to workplace complaints and organizational trends. Ability to use data to inform decision-making and identify systemic issues.
Equity, Diversity, and Inclusion (EDI) Principles:
Strong knowledge of EDI concepts and practices that promote respect, accessibility, and fairness in the workplace. Familiarity with how these principles intersect with conflict resolution and employee advocacy.
Skills:
Impartial Dispute Resolution Practitioner:
Demonstrated skill in resolving disputes neutrally and effectively. This includes a deep understanding of the root causes of conflict, its nature, and strategies for resolution through mediation, coaching, or other means.
Excellent Communication and Listening:
Highly skilled in communicating concepts clearly to diverse audiences at all levels within the organization. Ability to cultivate trust, engage employees of various identities thoughtfully, and listen actively without judgment, offering impartial guidance.
Problem Solving:
Strong problem-solving skills, including the ability to recognize issues, gather relevant information, analyze concerns, and foresee barriers to resolution. Capable of self-direction to achieve the best outcomes for employees and the Ombudsperson's Office.
Organizational Skills:
Proven ability to work independently while managing multiple projects, estimating timelines, and setting and meeting reasonable deadlines. Able to prioritize tasks effectively under pressure while maintaining attention to detail.
Analytical Thinking:
Strong analytical skills to interpret and evaluate administrative rules, policies, and procedures. Capable of providing clear counsel and recommendations to employees and leadership based on objective analysis of workplace concerns.
Collaboration and Stakeholder Engagement:
Skilled at building and maintaining relationships with internal stakeholders (HR, labor relations, department heads) and external partners to ensure a collaborative and solution-oriented approach to workplace conflicts.
Abilities:
Impartiality and Objectivity:
Ability to remain neutral, impartial, and maintain confidentiality while facilitating resolution and guiding employees through workplace conflicts.
Cultural Sensitivity and Inclusivity:
Ability to navigate and address workplace issues while being mindful of cultural, identity, and socio-economic differences, fostering an inclusive and respectful environment.
Judgment and Decision-Making:
Strong ability to exercise sound judgment when evaluating workplace complaints, determining appropriate courses of action, and making recommendations for systemic changes.Adaptability:
Ability to remain flexible and adapt to evolving workplace environments and the changing needs of employees, while maintaining the integrity and standards of the Ombudsperson’s Office.
Conflict Facilitation:
Ability to facilitate conflict resolution between employees or groups through mediation, coaching, or other methods to foster a more collaborative and harmonious work environment.
