ASH Ombudsman

Delivering results that matter by providing best in class support services.

ASH Ombudsman

Directors Office, Department of Statewide Communications & Public Affairs

This position may offer the ability to work remotely on hybrid basis, within Arizona, based upon the department's business needs and continual meeting of expected performance measures

Main Office Location: 100 North 15th Avenue, Ste 302, Phoenix, AZ 85007

Salary: $75,000.00 to $80,000.00 (DOE)

Grade: 25

Open Until Filled   

The Arizona Department of Administration (ADOA) is seeking an Ombudsman to advocate for patients at the Arizona State Hospital (ASH). This exciting opportunity allows you to be a voice for patients, families and staff, ensuring their concerns are heard, reviewed and resolved. This role will act as a neutral party ensuring efficient service delivery. The Ombudsman will work closely with internal staff, external stakeholders, and the ASH Independent Oversight Committee (IOC) to review complaints, facilitate resolutions, and promote a fair and transparent environment.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

• Collaborate with the ASH Independent Oversight Committee to review and resolve internal and external complaints, ensuring fair treatment for all through effective mediation and advocacy
• Gather factual information, conduct thorough reviews, and draft comprehensive reports on findings
• Analyze complaint trends and underlying causes to identify systemic problems
• Meet with involved parties to discuss issues, explain policies and procedures, and facilitate resolutions
• Provide guidance and training to supervisors and staff on the appeals process, ethical decision-making, and building strong professional relationships
• Proactively identify opportunities to streamline processes and enhance the experience for both staff and those served by ASH
• Analyze policies and procedures to identify potential barriers to effective service delivery and recommend improvements
• Offer expert advice to leadership on complex cases, potential outcomes, and risk mitigation
• Prepare comprehensive reports for leadership on recurring issues and complaint trends
• Serve as the face of ADOA at stakeholder forums, staff meetings, and in written communications related to stakeholder feedback and conflict resolution
• Participate in planning meetings, contribute to strategic discussions, and assist in developing department policies and procedures

Knowledge of:

• ADOA, AHCCCS and Arizona Department of Health Services rules, policies, procedures, and processes related to behavioral health
• Service provision timelines and authorization process
• HIPAA rules and regulations

Skills in:

• Effective interpersonal relations, including the ability to talk to people about mental health issues; conflict management
• Performing detailed analysis of complex situations accurately, making recommendations, and adopting effective courses of action
• Interpreting and accurately explaining federal and state laws, policies, and administrative regulations to others
• Record keeping and maintaining files
• Effectively coordinating a variety of functions and activities simultaneously and independently
• Researching to identify, collect, and apply appropriate data
• Strong analytical, strategic, and problem solving skills
• Establishing and maintaining cooperative relationships with individuals
• Using computer and computer software, (e.g. Google Suite)
• Oral and written communication

Ability to:

• Establish and maintain effective working relationships/communication with diverse individuals and community groups, such as professionals, agency staff, outside agency staff, and the general public
• Effectively represent the Department professionally with internal and external stakeholders
• Researching, collecting,and critically analyzing data to produce clear and concise documents and reports
• Multitask, work in a fast paced environment with changing priorities, and meet timelines
• Manage a complex array of projects with rapidly shifting priorities and short deadlines; Facilitating complex interdependent projects
• Read, comprehend, interpret, and create policies, procedures, etc
• Consistently exhibit above average skills in reading, comprehension, calculations, negotiation, delegations, policy formulations and leadership
• Write and prepare a plan for action or program activity based on information provided
  

• A Master of Social Work (MSW) combined with five years of experience in a clinical or field setting, demonstrating a deep understanding of social work principles and best practice is preferred

• Background and reference check, including a criminal records verification

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The Arizona Department of Administration offers a comprehensive benefits package to include:

• Sick leave
• Vacation with 10 paid holidays per year
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program)
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance
  

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

• Participation in ASRS Lifetime Benefit Pension Plan after 26 weeks of employment

• If you have any questions please feel free to contact Christopher Langseth at christopher.langseth@azdoa.gov for assistance
• The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer