Working Title: Ombuds - Paid Leave

Job Class: State Program Administrator Senior

Agency: Department of Employment and Economic Development

• Job ID : 80056

• Location : St. Paul

• Telework Eligible : Yes, may be eligible to telework up to four (4) days per week

• Full/Part Time : Full-Time

• Regular/Temporary : Unlimited

• Who May Apply : This vacancy is open for bids and for all qualified job seekers simultaneously. Bidders will be considered through 09/13/2024.

• Date Posted : 09/07/2024

• Closing Date : 09/16/2024

• Hiring Agency/Seniority Unit : Employment & Economic Development Department / MAPE

• Division/Unit: Paid Family & Medical Leave

• Work Shift/Work Hours : Day Shift

• Days of Work : Monday - Friday

• Travel Required : No

• Salary Range: $27.84 - $40.82 / hourly; $58,129 - $85,232 / annually

• Classified Status : Classified

• Bargaining Unit/Union : 214 - MN Assoc of Professional Empl/MAPE

• FLSA Status : Nonexempt

• Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : Yes

The work you'll do is more than just a job.

At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

About the Paid Leave Division:

Paid Leave is a new program launching in 2026. The program will provide partial wage replacement to Minnesota workers who are out of work due to a qualifying condition, such as a severe health condition that prevents them from working, or when they need time to care for a family member or a new child.

We are building a program that will be easy for every Minnesotan to use. We are engaging the people who depend on us—workers, employers, caregivers, and insurers—to learn from them and build the program around their needs. We are using modern service delivery and product practices to deliver the program.

The Paid Leave team has high standards and an unrelenting commitment to serving Minnesotans. It is a start-up environment without legacy systems or preconceived ways of working, so we have a unique opportunity to create human-centric processes and systems to deliver this new benefit to Minnesotans.

Position Purpose:

The Ombuds investigate, report on, and help settle issues and concerns related to Paid Leave. The incumbent will have a comprehensive understanding of all procedural and administrative guidelines associated with the Paid Leave program and will address concerns effectively and efficiently while actively working with employers and applicants to navigate organizational processes and solve problems. The Ombuds will advocate for fairness, transparency, and accountability.

The Ombuds are also responsible for identifying and eliminating service deficiencies and continuously seeking to improve the Paid Leave program. This position will make recommendations based on the results of complaint investigations in an impartial, efficient, and timely manner.

Key Responsibilities:

• Investigate and solve issues: Handle the most complex, sensitive, and urgent issues effectively and efficiently.

• Effective communication: Facilitate timely dialogue to all stakeholders.

• Analyze themes: Identify patterns in escalated issues, create visibility, and recommend solutions.

• Start-up spirit: We’re building our team from the ground up, and we’re growing our contact center capabilities iteratively. You bring a start-up mindset to the team and are excited to handle front-line contacts while also contributing your expertise to build our program.

If you’re passionate about customer experience, problem-solving, and making a difference in Minnesotan’s lives, we want to hear from you!

This posting may be used to fill more than one position.

This position is telework (https://mn.gov/mmb-stat/policies/1422-telework.pdf) eligible and is occasionally required to be on-site at the St. Paul office. Staff are provided with the tools and equipment to be successful in a virtual work environment and may telework from anywhere in Minnesota or a neighboring state. Please note, the telework policy could change with notice based on business needs.

Minimum Qualifications

Please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month and year for each job held.

Only applicants whose resumes clearly demonstrate fulfillment of each of these minimum qualifications will be considered for this position.

Two (2) years of experience in investigative and/or dispute resolution and appeals process

Applicants that meet the above minimum qualification will be further evaluated on the following:

Ability to measure and meet operational service level agreements

Communication skills, including the ability to de-escalate and problem-solve

Ability to understand, explain, and troubleshoot business processes

Experience working with internal and external stakeholders

Preferred Qualifications

Experience reviewing and interpreting legislation

Experience in Adjudicating Claims

Knowledge of contact center tools and customer service best practices

Experience designing new contact center processes or improving existing processes

Six Sigma or Lean training/certification

Our employees are dedicated to ensuring cultural responsiveness. Preferred candidates will have a variety of experiences working effectively with others from different backgrounds and cultures.

Additional Requirements

A job offer will be contingent upon successfully passing a background check. The background check may consist of the following components:

• Criminal Background Check

• Employment Record Review (current and former State employees only)

• Employment Reference Check

• Conflict of Interview Review

• Driver’s Record Check

The Minnesota Department of Employment and Economic Development will not sponsor applicants for work visas. All applicants must be legally authorized to work in the U.S.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.

Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us . Please indicate what assistance is needed.