Assistant Employee Ombudsperson - City of Philadelphia

A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact.

As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What we offer

• Impact - The work you do here matters to millions. 
• Growth - Philadelphia is growing, why not grow with it? 
• Diversity & Inclusion - Find a career in a place where everyone belongs.
• Benefits - We care about your well-being.

Agency Description

The Office of the Employee Ombudsperson (EOMB) is the first of its kind in the City of Philadelphia tasked with providing neutral, confidential, and informal guidance to all City employees (regardless of classification) on workplace conduct issues.  Our work is achieved through advising employees on available options for resolution, informally resolving work related conflicts and concerns when appropriate, and advocating for fairness and improved workplace culture. 

Reporting to the Chief Administrative Officer, the Office of the Employee Ombudsperson works collaboratively with various City departments to internally resolve workplace related concerns thereby building a strong, healthy working environment that champions diversity of identity and thought.  The EOMB is tasked with recommending actions and proposing policy changes to create a more positive work environment for all City employees. 

Position Summary:

The Assistant Employee Ombudsperson plays an essential role in helping City employees understand their options and resources for addressing workplace related concerns.  The role acts as an impartial dispute resolution practitioner whose major function is to provide impartial, confidential and informal assistance to employees through consultation, mediation, conflict coaching and other alternative dispute resolution strategies.  Additionally, the role evaluates complaints to identify broader patterns and refers matters to other City entities when necessary.

Essential Functions:

Direct Service:

• Respond to telephone, email, and in-person inquiries from City employees across all classifications, while upholding the confidentiality and neutrality of the Ombudsperson’s Office.
• Conduct consultations with employees to assess workplace concerns, evaluate their appropriateness for ombuds services, and provide guidance on the next steps.
• Deliver confidential, neutral, and professional support to employees using a range of conflict resolution techniques, including:
  • Conducting informal fact-finding to gather information while maintaining strict confidentiality.
  • Offering conflict coaching to help employees clarify issues and explore viable options for resolution.
  • Acting as a facilitator through shuttle diplomacy to resolve conflicts between parties.
  • Mediating workplace disputes when appropriate, fostering open communication and resolution.
  • Facilitating group meetings to improve communication among employees involved in conflicts.
• Listen to employee concerns and guide them toward appropriate and equitable options for resolving workplace conflicts or organizational complaints.
• Recommend and influence systemic changes to address the root causes of employee concerns, improving the overall workplace environment.

Data Collection & Analysis:

• Assist in collecting and tracking data to evaluate the performance of Ombudsperson operations.
• Analyze short- and long-term data to identify workplace trends, climate issues, and cultural challenges affecting the City’s workforce.
• Identify emerging patterns impacting organizational culture and recommend innovative strategies to address these concerns.

Administrative Tasks:

• Draft correspondence to City agencies and officials to support the Ombudsperson’s work and contribute to improving the overall workforce environment.
• Conduct outreach and represent the Ombudsperson’s Office at public forums, presenting its work and promoting engagement with stakeholders.
• Assist in the development and distribution of promotional materials, such as brochures and fliers, to raise awareness of the Ombudsperson’s services.
• Conduct research and support initiatives that foster a diverse, inclusive, and healthy workplace environment for City employees.

Required Competencies, Knowledge, Skills, and Abilities:

Knowledge:

Conflict Resolution Principles:

Extensive knowledge of the theories and practices related to conflict, including causes of conflict, stages of escalation, and methods for resolution such as mediation, negotiation, and facilitation.

Employment Law and Workplace Policies:

Familiarity with city, state, and federal employment laws, workplace regulations, and organizational policies related to harassment, discrimination, retaliation, and general employee rights.

Organizational Dynamics:

Understanding of how organizations function, including the nuances of public sector work environments, power structures, and workplace culture to provide context-specific guidance.

Data Collection and Analysis:

Knowledge of methods for collecting, analyzing, and interpreting data related to workplace complaints and organizational trends. Ability to use data to inform decision-making and identify systemic issues.

Equity, Diversity, and Inclusion (EDI) Principles:

Strong knowledge of EDI concepts and practices that promote respect, accessibility, and fairness in the workplace. Familiarity with how these principles intersect with conflict resolution and employee advocacy.

Skills:

Impartial Dispute Resolution Practitioner:

Demonstrated skill in resolving disputes neutrally and effectively. This includes a deep understanding of the root causes of conflict, its nature, and strategies for resolution through mediation, coaching, or other means.

Excellent Communication and Listening:

Highly skilled in communicating concepts clearly to diverse audiences at all levels within the organization. Ability to cultivate trust, engage employees of various identities thoughtfully, and listen actively without judgment, offering impartial guidance.

Problem Solving:

Strong problem-solving skills, including the ability to recognize issues, gather relevant information, analyze concerns, and foresee barriers to resolution. Capable of self-direction to achieve the best outcomes for employees and the Ombudsperson's Office.

Organizational Skills:

Proven ability to work independently while managing multiple projects, estimating timelines, and setting and meeting reasonable deadlines. Able to prioritize tasks effectively under pressure while maintaining attention to detail.

Analytical Thinking:

Strong analytical skills to interpret and evaluate administrative rules, policies, and procedures. Capable of providing clear counsel and recommendations to employees and leadership based on objective analysis of workplace concerns.

Collaboration and Stakeholder Engagement:

Skilled at building and maintaining relationships with internal stakeholders (HR, labor relations, department heads) and external partners to ensure a collaborative and solution-oriented approach to workplace conflicts.

Abilities:

Impartiality and Objectivity:

Ability to remain neutral, impartial, and maintain confidentiality while facilitating resolution and guiding employees through workplace conflicts.

Cultural Sensitivity and Inclusivity:

Ability to navigate and address workplace issues while being mindful of cultural, identity, and socio-economic differences, fostering an inclusive and respectful environment.

Judgment and Decision-Making:

Strong ability to exercise sound judgment when evaluating workplace complaints, determining appropriate courses of action, and making recommendations for systemic changes.

Adaptability:

Ability to remain flexible and adapt to evolving workplace environments and the changing needs of employees, while maintaining the integrity and standards of the Ombudsperson’s Office.

Conflict Facilitation:

Ability to facilitate conflict resolution between employees or groups through mediation, coaching, or other methods to foster a more collaborative and harmonious work environment.

Bachelor’s degree; Master’s degree is preferred.

Minimum of 5 years of professional experience in facilitating conflict resolution or mediation among individuals and groups in complex organizational environments. Experience in human resources, or employee relations, with a focus on resolving workplace disputes and managing workplace conflict is a plus.

We value diverse experiences and are open to flexible qualifications. If you are passionate about this role and meet some of the key criteria, we encourage you to apply.

TO APPLY: Interested candidates must submit a cover letter and resume.

Salary Range: $86,000 to $95,000

Discover the Perks of Being a City of Philadelphia Employee:

• Transportation: City employees get unlimited FREE public transportation all year long through SEPTA’s Key Advantage program. Employees can ride on SEPTA buses, subways, trolleys, and regional rail for their daily commute and more.
• Parental Benefits: The City offers its employees 6 weeks of paid parental leave.
• We offer Comprehensive health coverage for employees and their eligible dependents.
• Our wellness program offers eligibility into the discounted medical plan
• Employees receive paid vacation, sick leave, and holidays
• Generous retirement savings options are available
• Pay off your student loans faster - As a qualifying employer, City of Philadelphia employees are eligible to participate in the Public Service Loan Forgiveness program. Join the ranks of hundreds of employees who have already benefited from this program and achieved student loan forgiveness.
• Unlock Tuition Discounts and Scholarships - The City of Philadelphia has forged partnerships with over a dozen esteemed colleges and universities in the area, ensuring that our employees have access to a wide range of tuition discounts and scholarships. Experience savings of 10% to 40% on your educational expenses, extending not only to City employees but in some cases, spouse and dependents too!

Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial well-being and personal growth!

*The successful candidate must be a city of Philadelphia resident within six months of hire

Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that  are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to faqpchr@phila.gov.

For more information, go to: Human Relations Website: http://www.phila.gov/humanrelations/Pages/default.aspx