Associate Ombudsman - Client Services Analyst

Office of Colorado's Child Protection Ombudsman

Denver, Colorado

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Date Posted June 10, 2022
Industry Government
Specialty Not Specified
Required Education Bachelor's Degree
Job Status Full-time
Salary 70,000
Website http://www.coloradocpo.org

Description:

Position: Associate Ombudsman -- Client Services Analyst

Status: Full Time

Salary: $70,000 with benefits

FSLA Classification: Exempt

Program/Department: Office of Colorado’s Child Protection Ombudsman

Location: Denver, Colorado

Reports to: Director of Client Services

AGENCY STATEMENT

The Office of Colorado’s Child Protection Ombudsman (CPO) was established to improve the child protection system by serving as a resource to citizens, employing a complaint process for citizens to voice their concerns about child protective services and by making recommendations to the Governor’s Office, Colorado State Legislature, and other stakeholders for system improvements.

The CPO is housed within the Colorado Judicial Branch and is independent from other agencies within the child protection system. CPO employees serve at the pleasure the Ombudsman.

The agency has 10 full-time employees with diverse backgrounds and experience. This position sits within the five-person Client Services Team and reports to the Director of Client Services and the Ombudsman. CPO employees serve at the pleasure of the Ombudsman.

POSITION OVERVIEW

We are looking for a person who values public services and has a strong desire to help meet the needs of CPO clients. The qualified applicant must be passionate about providing quality customer service to all clients and serving as a leader in the child protection community. The CPO aims to provide every client with education, information and resources during each interaction they have with this agency. This position requires a person who is an excellent communicator, meaning they can effectively give oral and written reports, and prepare clear and concise documentation. A team-oriented mindset is crucial for this position, as well as the ability to embrace diversity and build and maintain quality professional relationships. The person who fills this position must be organized, utilize effective time management skills and understand the importance of deadlines. Honesty, reliability and the ability to keep commitments to colleagues and clients are vital aspects of the position. This position requires someone who can seek effective solutions to help resolve concerns and issues in a timely manner.

POSITION DESCRIPTION AND DUTIES

This is an entry-level position at the agency. Analysts have substantial responsibility and discretion to exercise independent judgment and complete accurate and thorough analysis while reviewing complaints. The analyst operates independently, but under the overall direction of the Director of Client Services and the Ombudsman. The analyst keeps the agency informed of progress of cases, potentially controversial matters and the implications of the work performed.

Overview

Analysts receive inquiries and complaints from the public and independently review a variety of issues from moderate to difficult complexity. Such issues involve a range of sensitive and factual situations. Complaints may include concerns or questions about a wide variety of issues, including child welfare services, Medicaid, behavioral health services, residential treatment for children and youth, the Division of Youth Services, parental rights and applicable law and regulations.

Analysts are required to carry a full caseload, averaging at least 25 cases. In reviewing complaints and cases, analysts may be required to identify applicable standards, regulations and practices. They may also be required to identify situations in which no clear criteria or standards exist. Duties typically require the analyst to make decisions based on independent, substantial analysis of the issues presented by citizens. Their analysis typically include:

  • Review of applicable laws, regulations and policies.
  • Accurate interpretation of law, regulations and policies and meaningful application of those standards to the facts in each case.
  • Identification of key issues in each case and prioritization of those issues.
  • Determination of an accurate and meaningful resolution for each case to possibly include facilitation of conversations, recommendations and appropriate guidance.

Examples of duties:

  • Receive complaints from citizens and provide phone coverage for Client Services during normal business hours.
  • Educate clients regarding agency practices, procedures and jurisdiction in an understandable manner so those with little to no familiarity with the child protection system can meaningfully engage in the process.
  • Collect, analyze and interpret information needed to complete a thorough case review. This often includes utilizing external sources – such as child welfare records, court records, regulations and law – and facilitating discussions with relevant agencies and stakeholders.
  • Notify all parties of the case resolution and disposition.
  • Monitor cases for trends and possible systemic issues within the child protection system.
  • Draft a variety of written products based on individual case assignments, trends and systemic public policy issues. These products may include briefs, blogs and letters.
  • Performs other duties as assigned.

FULL JOB DESCRIPTION

To access the full job description, please click HERE.

REQUIRED QUALIFICATIONS: 

Possession of a bachelor’s degree and three years of relevant employment experience are required. Acceptable relevant experience may include:

  • Child welfare social caseworker or supervisor experience and knowledge of Colorado’s child protection system.
  • Investigative work for public or private agencies with experience and knowledge of Colorado’s child protection system.
  • News reporting for which one of the responsibilities involved investigative reporting and working knowledge of government agencies.
  • Work in the legal profession, including attorneys and paralegals with experience and knowledge of Colorado’s child protection system.
  • Conflict resolution experience, including mediators and facilitators with experience and knowledge of Colorado’s child protection system.

DESIRED QUALIFICATIONS:

  • Advanced degree in an applicable field, including, but not limited to, social and behavioral sciences, public administration, the legal profession, quality assurance, journalism and communications.
  • Knowledge of the Colorado Department of Human Services to include organizational structure, divisions and duties
  • Spanish language fluency

CONDITIONS OF EMPLOYMENT:

The successful applicant in this position must be willing and available to submit to the following conditions:

  • Must be willing to submit to and able to successfully pass a criminal background check.
  • This position will require documented proof of full COVID-19 vaccination. Vaccinated means two weeks after a second dose in a two-dose series for the COVID-19 vaccine, as defined by current guidance issued by the Colorado Department of Public Health and Environment. New employees will be required to provide attestation to their status with proof of vaccination within thirty (30) business days of hire. Religious and medical exemptions and reasonable accommodation will be addressed as required by law pursuant to the Equal Employment Opportunity Commission’s vaccination guidance.
  • This position may be expected travel to facilities to meet with youth, attend external stakeholder events and out-of-town meetings and trainings.
  • All CPO employees may be required to work at the CPO office suite at the Ralph L. Carr Judicial Center in Denver, Colorado, either on a hybrid or full-time basis. Currently, the CPO is requiring all employees to work two per week in the office.

SUPERVISOR RESPONSIBILITIES:

No supervisory responsibilities. Responsible for one’s own work product.

HOW TO APPLY:

To be considered for this position, you must email knielsen@coloradocpo.org, and submit the required items outlined below. Please include “Associate Ombudsman” in the subject line.

Applications will not be accepted through any other state or government website or application process.

Applications must include:

  • Cover letter
  • Resume identifying specific experience and dates of employment.
  • A professional writing sample that demonstrates knowledge of the child protection system.
  • Please include answers to the Supplemental Questionnaire. The questions are listed below or may be accessed by clicking HERE.

SUPPLEMENTAL QUESTIONNAIRE

1.    How many years of applicable experience do you have? (Please see above for qualifying examples.) Please describe your experience.

        ___    Less than 1 year

        ___   1-3 years

        ___   4-6 years

        ___   7-9 years

        ___   10 or more years

2.    Do you have any working knowledge of or professional experience with the following: the Colorado Children’s Code (Title 19) or Colorado Code of Regulations (Volume 7)? If yes, please explain that knowledge or experience.

3.    Do you have any professional experience effectively working with diverse children, youth, families in personal crisis or confrontational situations? If yes, please provide details of that experience.

4.    Please describe any experience you have interpreting and applying law, regulation or policy to your professional work.

5.    Do you have any knowledge of or experience with Colorado’s child protection laws, adoption code, sibling bill of rights, expected child abuse and neglect practice, administrative and social services rules regarding child welfare services, child placing agencies, foster family home; juvenile and and/or juvenile delinquency court procedures. If yes, please explain that knowledge or experience.

6.    In your opinion, does strict adherence to law, policy, and administrative rule always provide the best outcome? Please support your opinion to the question with an experience or example from your professional work.

7.    Did you provide a resume, cover letter, and writing sample? See additional requirements section of posting for information.

DEADLINE TO APPLY:

All applications must be received by 12:00 p.m. on Friday, July 22, 2022.

 

When applying, mention you saw this opening listed at JournalismJobs.com.