Ombudsman (Austin)

Job Description

• Ombudsman (Austin) (826433) Job Description Ombudsman (Austin)
• (826433) Description

Who We Are:

The Texas Workforce Commission connects people with careers across the state. We are a Family-Friendly Certified Workplace offering excellent work-life balance, competitive salaries, professional development opportunities, and outstanding benefits. This position is located at 101 E. 15th Street, Austin, TX, in the Customer Relations department. TWC is not considering applications from individuals who require sponsorship for an employment visa, including those currently on student or postgraduate visas. You must be a Texas resident to work for the Texas Workforce Commission or willing to relocate to Texas.

What You Will Do:

The Ombudsman I performs routine (journey-level) mediation and customer assistance work to help resolve concerns, disputes, and complaints related to TWC programs and services. Work is performed under moderate supervision with limited latitude for independent judgment. The ideal candidate is expected to report to the office daily.

You Will Be Trusted To:

• Conduct intake of issues and disputes, log cases, and track progress.
• Respond to inquiries and explain relevant rules, regulations, and procedures.
• Provide assistance to customers by phone, email, or in person.
• Facilitate communication between parties to promote resolution.
• Review and organize supporting documentation for case review.
• Document all case actions and maintain accurate records.
• Refer complex cases to higher-level staff as appropriate.
• Handle customer service calls for the agency part of the day.
• Perform related duties as assigned.

You Are a

Great Fit With:

Knowledge of:

• State and federal laws, regulations, and policies related to agency programs.
• Customer service, conflict resolution, and mediation principles.
• Office procedures and records management practices. Skill in:
• Communication, mediation, and problem-solving.
• Using computers and other office software.
• Managing multiple priorities and meeting deadlines. Ability to:
• Explain rules and procedures clearly and accurately.
• Analyze information, prepare reports, and identify effective solutions.
• Exercise sound judgment, maintain confidentiality, and handle sensitive issues professionally.
• Learn and apply agency policies and program requirements.

You Qualify With:

• One year of full-time experience in resolving disputes, complaints and/or grievances, or performing investigations, or counseling, or in paralegal work, or experience in claims management, insurance, social work, workers' compensation, counseling, mediation, or dispute resolution work.
• Relevant academic credits may be applied toward experience qualifications for this position.
• Acceptance into a TWC Internship or TWC Apprenticeship will satisfy the minimum qualifications.

You Gain:

• Family-Friendly Certified Workplace
• Competitive salary: $4,359.79/month
• Defined Retirement Benefit Plan
• Optional 401(k) and 457 accounts
• Medical, vacation, sick, and family care leave benefits
• More information at: https://www.

ers.texas.gov/Active-Employees/Health-Benefits.

VETERANS

Use your military skills to qualify for this position or other jobs! Go to www.texasskillstowork.com to translate your military work experience and training courses into civilian job terms, qualifications, and skill sets. Also, you can compare this position to military occupations (MOS) at the Texas State Auditor's Office by pasting this link into your browser: https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_Legal.pdf.

Primary Location:

United States-Texas-Austin

Work Locations:

Austin:

101 E 15th St (320-4001) 101 E 15th St Austin 78778-0001

Job:

Customer Service Representatives

Organization:

TWC Business Unit

Schedule:

Full-time

Employee Status:

Regular

Job Type:

Standard

Job Level:

Non-Management

Travel:

No

Job Posting:

Nov 5, 2025, 11:00:00 PM

Work From Home:

No