] Office of Human Resources - Montgomery County Public Schools

OFFICE OF HUMAN RESOURCES AND DEVELOPMENT → CLASSIFICATION → OMBUDSPERSON

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Ombudsperson

MONTGOMERY COUNTY PUBLIC SCHOOLS CLASS DESCRIPTION
OFFICIAL TITLE: Ombudsperson CODE: 0452 SQ/OQ: Not Applicable
WORKING TITLE: Ombudsperson GRADE: P MONTHS: 12
SUMMARY DESCRIPTION OF CLASSIFICATION: Under general direction of the chief of staff, serves as the ombudsperson for the Board of Education by acting as a neutral and impartial dispute resolution intermediary for families, community members and other constituents; provides leadership, strategic planning, vision and direction to ensure timely, thoughtful communications to internal and external partners and constituents; lead and manage daily communications operations including drafting a wide variety of communications, including responses to constituent inquiries, newsletters, webpages and scripts; manages the office¿s presence on social media and the web; represents the Board in the regional ombudsman meetings; assists and advises on the development and maintenance of effective internal data collection and analysis; serves as a liaison to the administration, communications offices; and interacts with governmental officials as it relates to constituent services.
MINIMUM QUALIFICATION STANDARDS
KNOWLEDGE, SKILLS, AND ABILITIES: Knowledge of and experience with alternative dispute resolution processes. Ability to communicate effectively with diverse audiences; conceptualize and implement new processes. Experience with outreach to underserved communities. Outstanding oral and written communication skills. Considerable and demonstrated knowledge of innovative communication practices. Ability to present to a variety of audiences, including other elected officials and community organizations, Board policies and priorities and to address queries with confidence. (Bilingual preferred).
EDUCATION, TRAINING, AND EXPERIENCE: J.D. or Master's degree from an accredited college or university in law, communications, alternative dispute resolution, social work or psychology. Experience in alternative dispute resolution processes and communicating complex information for a large public institution; experience in constituent services; or other combinations of applicable education, training, and experience which provide the knowledge, abilities and skills necessary to perform effectively in the position may be considered.
CERTIFICATE AND LICENSE REQUIREMENTS: None
PHYSICAL DEMANDS: (Special requirements such as lifting heavy objects and frequent climbing.) None
SPECIAL REQUIREMENTS: (Frequent overtime or night work required, etc.) Ability to attend evening meetings and work overtime, as needed.
OVERTIME ELIGIBLE: No

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

1. Leads the day-to-day operations for dispute resolutions.
2. Acts as an informal mediator when appropriate to resolve complaints.
3. Addresses proactively issues that may result in misunderstanding or conflict.
4. Gathers and analyzes information relating to complaints and inquiries.
5. Conducts informal fact-finding during issues resolution.
6. Maintains confidential records and databases.
7. Creates/develops and maintains a website pertaining to the duties and responsibilities of the ombudsman, to assist the school community and staff.
8. Receives regular professional development training from a recognized ombudsman organization, such as the United States Ombudsman Association or the International Ombudsman Association, and participates actively in the same, preferably within the Educational Institution component of such association.
9. Reviews periodically the profiles of cases and compiles data to provide information for suggested changes to policy and/or administrative procedures in collaboration with the Senior leadership Team.
10. Reports quarterly to the School Board regarding the type and number of complaints processed by the ombudsman, and reports annually to the School Board regarding trends and problematic issues, with recommendations for systemic or organizational solutions.
11. Leads and manages daily communications for the office.
12. Manages office¿s social media and web presence.
13. Provides strategic leadership for a comprehensive office communication plan.
Class Established: 7/2021
Date(s) Revised:
Last Reviewed:

This description may be changed at any time.