Ombuds Customer Service Manager - 20067891

Ombuds Customer Service Manager

Organization: Workers' Compensation Agency Contact Name and Information: BWC Human Resources

Unposting Date: Aug 26, 2025

Work Location: William Green Building, 30 West Spring Street, Columbus, 43215-2256

Primary Location: United States of America-OHIO-Franklin County-Columbus

Compensation: $28.08

Schedule: Full-time

Classified Indicator: Classified

Union: Exempt from Union

Primary Job Skill: Customer Service

Technical Skills: Customer Service

Professional Skills: Attention to Detail, Critical Thinking, Customer Focus, Problem Solving, Situational Awareness

Agency Overview: The Ombudsperson office is an independent advocate for customers of the Ohio Workers' Compensation system and serves in a neutral role acting as neither an advocate of the employee, employer, their agents, the Bureau of Workers' Compensation (BWC), the Industrial Commission (IC), or other stakeholders.

Job Description

What You'll Be Doing: Under administrative direction, plans coordinates & oversees informational services within central office ombudsperson system.

• Using in-depth knowledge of applicable laws, rules, & policies in handling complex & difficult complaints referred from Ombuds Office Staff, BWC employees, &/or Industrial Commission employees.
• Ensuring complaints, inquiries & requests made by interested parties are resolved timely through verbal & written communication.
• Interacting with Managed Care Organizations (MCOs), BWC staff, Industrial Commission & Attorney General's office (AG) personnel regarding critical & crucial issues from complainants.
• Working with BWC Administration & Benefits Payable in making determinations as to appropriateness of payments on an emergency basis.
• Providing assistance & information to individuals in response to requests & inquiries.
• Supervising & training subordinates, assigning work & conducting employee performance evaluations.
• Approving Request for Leave (RFL) & handling personnel-related matters.
• Independently researching and resolving complex customer complaints.
• Determining appropriate personnel, office &/or unit to contact if further information or explanation is needed.

Why Work for the State of Ohio: At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees. Our benefits package includes:

• Medical Coverage
• Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
• Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
• Childbirth, Adoption, and Foster Care leave
• Education and Development Opportunities
• Public Retirement Systems such as OPERS, STRS, SERS, and HPRS
• Optional Deferred Compensation

*Benefits eligibility is dependent on a number of factors. The Agency Contact listed above will be able to provide specific benefits information for this position.

Qualifications

To qualify, you must clearly demonstrate:

• 12 mos. trg. or 12 mos. exp. in departmental operations & programs, policies & procedures for assigned agency AND 12 mos. trg. or 12 mos. exp. in federal & state laws regarding operation of assigned agency AND 1 course or 3 mos. exp. in public relations AND 1 course or 3 mos. exp. in applications of mathematical, analytical &/or statistical methods used in formulating & solving problems or in decision making AND 1 course or 3 mos. exp. in public speaking, speech or communication AND 6 mos. trg. or 6 mos. exp. in supervisory principles/techniques.
• Or equivalent of Minimum Class Qualifications for Employment noted above.

Job Skills: Customer Service Professional Skills: Critical Thinking, Attention to Detail, Problem Solving, Situational Awareness, Customer Focus

Major Worker Characteristics: Knowledge of management; workforce planning; supervision; public & human relations; BWC & Ombuds Department policies & standard operating procedures; workers compensation law; employee counseling; Ohio Industrial Commission (IC) operations. Skill in personal computer; BWC software (e.g. MS Office, CoreSuite, OnBase, Universal Document System (UDS), Cambridge, Intrafin) Ombuds Tracking System. Ability to deal with many variables & determine specific action; complete routine forms; maintain accurate records; use proper research methods in gathering data; gather, collate & classify information about data, people or things; work alone on most tasks; handle sensitive inquiries from & contacts with govt. official & general public; resolve complaints from angry citizens & government officials.

(*) developed after employment.

EEO & ADA Statement: The State of Ohio is an Equal Employment Opportunity Employer and prohibits discrimination and harassment of applicants or employees due to protected classes as defined in applicable federal law, state law, and any effective executive order.

The Ohio Bureau of Workers' Compensation is committed to providing access and reasonable accommodation in its employment opportunities pursuant to the Americans with Disabilities Act and other applicable laws. To request a reasonable accommodation due to disability, please contact ADA Coordinator Kathleen Bourke at 614-644-7811 or by email to: eeodept@bwc.state.oh.us.

Salary Information: Hourly wage is expected to be paid at step 1 of the pay range associated with the position for candidates who are new employees of the state. Current employees of the state will be placed in the appropriate step based on any applicable union contract and/or requirements of the Ohio Revised Code. Movement to the next step of the pay range (a roughly 4% increase) will occur after six months, assuming job performance is acceptable. Thereafter, an employee will advance one step in the pay range every year until the highest step of the pay range is reached. There may also be possible cost of living adjustments (COLA) and longevity supplements begin after five (5) years of state service.

Transportation: Position may require travel; therefore, persons occupying this position must be able to provide own transportation &/or legally operate a state-owned vehicle.

Educational Transcripts: For any educational achievements to be considered during the screening process, you must at least attach an unofficial transcript that details the coursework you have completed.

All applicants must submit an Ohio Civil Service Application using the online Ohio Hiring Management System. Paper applications will not be accepted.

Background Check: Prior to an offer of employment, the final applicant will be required to sign a background check authorization form and undergo a criminal background check. Criminal convictions do not necessarily preclude an applicant from consideration for a position.

ADA Statement: Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

Drug-Free Workplace: The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.