Ombudsman (Austin)

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 with H1B visas or those currently on student or postgraduate visas. You must be a Texas resident to work for the Texas Workforce Commission or be 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. 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. A portion of your day may require you to handle inbound customer calls, providing information and support. 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. Perform related duties as assigned. 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, in investigations, counseling, paralegal work, claims management, insurance, social work, workers’ compensation, or dispute resolution. 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: Veterans Use your military skills to qualify for this position or other jobs! Go to to translate your military work experience and training courses into civilian job terms, qualifications, and skill sets. You can also compare this position to military occupations (MOS) at the Texas State Auditor’s Office by pasting this link into your browser: How To Apply To be considered, please complete a State of Texas Application for Employment and apply online at or on Taleo (Job Search). TWC is not considering applications from individuals who require sponsorship for an employment visa, including those with H1B visas or those currently on student or postgraduate visas. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. A position utilizing this classification will be designated as security sensitive according to the Texas Labor Code, Section 301.042. #J-18808-Ljbffr