What are the responsibilities and job description for the Deputy HHS Ombudsman position at Texas Health and Human Services?
Date: Mar 31, 2025
Location:
AUSTIN, TX
Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage.
Functional Title: Deputy HHS Ombudsman
Job Title: Ombudsman VII
Agency: Health & Human Services Comm
Department: Ombudsman Exec/Ops & Reporting
Posting Number: 4380
Closing Date: 04/14/2025
Posting Audience: Internal and External
Occupational Category: Management
Salary Group: TEXAS-B-29
Salary Range: $8,488.33 - $8,950.00
Shift: Day
Additional Shift
Telework: Eligible for Telework
Travel: Up to 5%
Regular/Temporary: Regular
Full Time/Part Time: Full time
FLSA Exempt/Non-Exempt: Exempt
Facility Location:
Job Location City: AUSTIN
Job Location Address: 4601 W GUADALUPE ST
Other Locations:
MOS Codes
There are no direct military occupation(s) that relate to the responsibilities, and registration or
Brief Job Description
Under the direction of the HHS Ombudsman, the Deputy HHS Ombudsman performs highly advanced
(senior level) managerial and dispute resolution work. The position assists in the direction of dispute
resolution services and consumer protection for HHS programs and services. The
Deputy HHS Ombudsman promotes fairness and transparency, identifies individual and systematic
problems, and recommends solutions to agency executive staff and HHS program management staff.
Work involves establishing strategic goals and objectives related to the ombudsman program,
developing and implementing all guidelines and policies with the purpose of ensuring compliance with
state and federal laws and regulations, as well as maintaining alignment with the mission of the HHS
system. The position monitors the effectiveness of the ombudsman program, making adjustments as
needed, and coordinates with HHS program areas to identify potential systemic issues and collaborate
to work toward a mutually beneficial solution.
The Deputy HHS Ombudsman works under minimal supervision, with extensive latitude for the use of
initiative and independent judgment.
Essential Job Functions (EJFs)
Attends work on a regular and predictable schedule in accordance with agency leave policy and
performs other duties as assigned.
EJF 1: Assists with the direction of the operations of the HHS Office of the Ombudsman. Directs a team
of managers responsible for hiring and developing staff, and recommending appropriate personnel
actions to foster a fair, honest, and equitable work environment. Ensures employee performance and
recognition is given a high priority and managed through continuous feedback on performance,
performance appraisals, awards/recognitions, coaching, training/development, specific development
plans, and implementation of those plans. Identifies program risks and problems and ensures that
timely corrective measures are planned and implemented. Facilitates meetings and training, and
directs projects to plan, develop, and approve visionary concepts. Ensures program policies and
procedures meet legislative mandates and are in accordance with agency direction and policies.
Establishes goals and objectives that foster program improvement and support overall program
strategies. (35%)
EJF 2: Provides leadership and strategic direction for achieving program goals, legislative mandates,
and agency policies for team overseen within the HHS Office of the Ombudsman. Provides direction,
guidance, and assistance to a team of managers responsible for supervising staff who provide advice
on and explain relevant state and federal rules, regulations, programs, and procedures to consumers
seeking HHS services. Maintains effective communication with internal and external stakeholders
regarding the ombudsman program. Investigates escalated complaints and communicates with agency
program staff as part of consumer complaint resolution processes. Brings unresolved or systemic
issues to the attention of the HHS Ombudsman. (30%)
EJF 3: Participates in the development of strategic reports to inform program decisions and support
program recommendations and forecasts, and the development of reports and coordination of data
extracts to respond to federal, legislative, and executive requests for information. Coordinates systemwide
inquiry and complaint tracking, analysis, and reporting efforts. (20%)
EJF 4: Represents the agency and the ombudsman program at stakeholder meetings, in legislative
hearings, and at conferences. Presents complex issues related to HHS consumer experiences in
understandable and useful formats for agency executive staff, agency program staff, and external
stakeholders. (10%)
EJF 5: Manages program budget for effective and efficient utilization of resources. Manages teams
within the HHS Office of the Ombudsman with available resources in the most efficient and effective
manner to provide quality services, and to minimize/prevent agency risks and liability by acting as a
responsible steward for the agency. Ensures teams operate within existing budget parameters with no
over expenditures to overall budget. (5%)
Knowledge, Skills And Abilities (KSAs)
that impact the work of the organization.
N/A
Initial Screening Criteria
Full-time supervisory experience. Experience analyzing, investigating, and resolving consumer complaints. Experience coordinating with the public and management level staff, elected officials, other governmental agencies, advocacy groups, or community organizations. Experience working with, analyzing and applying federal and state laws and regulations.
Additional Information
N/A
Review our Tips for Success when applying for jobs at DFPS, DSHS and HHSC.
Active Duty, Military, Reservists, Guardsmen, And Veterans
Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.
ADA Accommodations
In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.
Pre-Employment Checks And Work Eligibility
Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.
HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form
Telework Disclaimer
This position may be eligible for telework. Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.
Nearest Major Market: Austin
Location:
AUSTIN, TX
Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage.
Functional Title: Deputy HHS Ombudsman
Job Title: Ombudsman VII
Agency: Health & Human Services Comm
Department: Ombudsman Exec/Ops & Reporting
Posting Number: 4380
Closing Date: 04/14/2025
Posting Audience: Internal and External
Occupational Category: Management
Salary Group: TEXAS-B-29
Salary Range: $8,488.33 - $8,950.00
Shift: Day
Additional Shift
Telework: Eligible for Telework
Travel: Up to 5%
Regular/Temporary: Regular
Full Time/Part Time: Full time
FLSA Exempt/Non-Exempt: Exempt
Facility Location:
Job Location City: AUSTIN
Job Location Address: 4601 W GUADALUPE ST
Other Locations:
MOS Codes
There are no direct military occupation(s) that relate to the responsibilities, and registration or
Brief Job Description
Under the direction of the HHS Ombudsman, the Deputy HHS Ombudsman performs highly advanced
(senior level) managerial and dispute resolution work. The position assists in the direction of dispute
resolution services and consumer protection for HHS programs and services. The
Deputy HHS Ombudsman promotes fairness and transparency, identifies individual and systematic
problems, and recommends solutions to agency executive staff and HHS program management staff.
Work involves establishing strategic goals and objectives related to the ombudsman program,
developing and implementing all guidelines and policies with the purpose of ensuring compliance with
state and federal laws and regulations, as well as maintaining alignment with the mission of the HHS
system. The position monitors the effectiveness of the ombudsman program, making adjustments as
needed, and coordinates with HHS program areas to identify potential systemic issues and collaborate
to work toward a mutually beneficial solution.
The Deputy HHS Ombudsman works under minimal supervision, with extensive latitude for the use of
initiative and independent judgment.
Essential Job Functions (EJFs)
Attends work on a regular and predictable schedule in accordance with agency leave policy and
performs other duties as assigned.
EJF 1: Assists with the direction of the operations of the HHS Office of the Ombudsman. Directs a team
of managers responsible for hiring and developing staff, and recommending appropriate personnel
actions to foster a fair, honest, and equitable work environment. Ensures employee performance and
recognition is given a high priority and managed through continuous feedback on performance,
performance appraisals, awards/recognitions, coaching, training/development, specific development
plans, and implementation of those plans. Identifies program risks and problems and ensures that
timely corrective measures are planned and implemented. Facilitates meetings and training, and
directs projects to plan, develop, and approve visionary concepts. Ensures program policies and
procedures meet legislative mandates and are in accordance with agency direction and policies.
Establishes goals and objectives that foster program improvement and support overall program
strategies. (35%)
EJF 2: Provides leadership and strategic direction for achieving program goals, legislative mandates,
and agency policies for team overseen within the HHS Office of the Ombudsman. Provides direction,
guidance, and assistance to a team of managers responsible for supervising staff who provide advice
on and explain relevant state and federal rules, regulations, programs, and procedures to consumers
seeking HHS services. Maintains effective communication with internal and external stakeholders
regarding the ombudsman program. Investigates escalated complaints and communicates with agency
program staff as part of consumer complaint resolution processes. Brings unresolved or systemic
issues to the attention of the HHS Ombudsman. (30%)
EJF 3: Participates in the development of strategic reports to inform program decisions and support
program recommendations and forecasts, and the development of reports and coordination of data
extracts to respond to federal, legislative, and executive requests for information. Coordinates systemwide
inquiry and complaint tracking, analysis, and reporting efforts. (20%)
EJF 4: Represents the agency and the ombudsman program at stakeholder meetings, in legislative
hearings, and at conferences. Presents complex issues related to HHS consumer experiences in
understandable and useful formats for agency executive staff, agency program staff, and external
stakeholders. (10%)
EJF 5: Manages program budget for effective and efficient utilization of resources. Manages teams
within the HHS Office of the Ombudsman with available resources in the most efficient and effective
manner to provide quality services, and to minimize/prevent agency risks and liability by acting as a
responsible steward for the agency. Ensures teams operate within existing budget parameters with no
over expenditures to overall budget. (5%)
Knowledge, Skills And Abilities (KSAs)
- Knowledge of ombudsman principles and practices, including customer service practices and
- Knowledge of HHS programs.
- Knowledge of local, state, and federal laws and regulations relevant to HHS programs.
- Knowledge of the principles and practices of public administration and management.
- Knowledge and experience with the Texas legislative process.
- Skill in establishing plans and setting objectives and goals that support an overall business strategy.
- Skill in conducting investigations.
- Skill in mediation and dispute resolution.
- Skill in the use of interpersonal techniques.
- Skill in leading and facilitating large workgroups and in developing and delivering effective training.
- Skill in effective negotiation and application of risk management strategies.
- Skill in public speaking.
- Ability to develop and implement strategic plans, goals, objectives and evaluation tools to monitor
- Ability to direct and organize program activities.
- Ability to develop and evaluate policies and procedures.
- Ability to routinely identify and effectively mitigate risks.
- Ability to identify problems, evaluate alternatives, and implement effective solutions.
- Ability to communicate effectively, build and maintain effective working relationships, negotiate with
that impact the work of the organization.
- Ability to interact with all clients, internal and external, using empathy and compassion.
- Ability to effectively recruit, hire, manage, and motivate and build morale in employees.
- Ability to effectively establish and maintain cross-departmental teams.
- Ability to develop and implement performance management plans.
- Ability to plan, assign, and supervise the work of others.
- Ability to analyze and prepare documents, reports, and correspondence.
N/A
Initial Screening Criteria
Full-time supervisory experience. Experience analyzing, investigating, and resolving consumer complaints. Experience coordinating with the public and management level staff, elected officials, other governmental agencies, advocacy groups, or community organizations. Experience working with, analyzing and applying federal and state laws and regulations.
Additional Information
N/A
Review our Tips for Success when applying for jobs at DFPS, DSHS and HHSC.
Active Duty, Military, Reservists, Guardsmen, And Veterans
Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.
ADA Accommodations
In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.
Pre-Employment Checks And Work Eligibility
Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.
HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form
Telework Disclaimer
This position may be eligible for telework. Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.
Nearest Major Market: Austin
Salary : $8,488 - $8,950
