OMBUDSMAN

Senior Ombudsman

Industrial Commission of Arizona (ICA) is committed to the highest standards of compliance, demonstrating leadership in all areas, and teaching and working with employers and employees to make them successful. A thriving workforce in Arizona is what we strive for and work towards each day.

Job Location: Ombudsman Division

800 W Washington St.

Phoenix, AZ 85007

Salary: $55,000-$72,000 Grade: 23 Closing Date: Open Until Filled

The Senior Ombudsman serves as a subject matter expert on Arizona Workers' Compensation laws and Labor Department programs. This role provides guidance and assistance to workers, employers, and other stakeholders regarding workers' compensation claims and processes. The position supervises Deputy Ombudsmen, oversees staff development, manages reporting and data analysis, supports division initiatives, and assumes managerial responsibilities in the absence of the Ombudsman Manager.

Job Duties: Essential Duties and Responsibilities include but are not limited to:

• Provide information and guidance on Arizona Workers' Compensation laws, rules, and procedures.
• Assist injured workers throughout the workers' compensation claim and adjudication process.
• Respond to inquiries from employees, employers, and stakeholders regarding Labor Department programs.
• Supervise, train, and mentor Deputy Ombudsmen.
• Support planning, development, and implementation of division goals and initiatives.
• Maintain and analyze division data using Salesforce.
• Prepare reports on division activities, performance, and outcomes.
• Identify opportunities for process improvements and operational efficiency.
• Ensure timely and accurate responses to constituent inquiries.
• Serve as acting Ombudsman Manager when assigned.

Knowledge, Skills & Abilities (KSAs): Knowledge in

• Arizona Workers' Compensation laws, rules, practices, and procedures.
• Insurance industry standards, claims adjusting practices, and procedures.
• Advanced medical terminology.
• Arizona Department of Labor programs and processes.
• State and federal regulations related to workers' compensation and labor programs.
• Microsoft Office Suite and Google Workspace.
• Basic English and mathematics.

Skills in

• Strong verbal and written communication.
• Customer service and stakeholder relations.
• Analysis of insurance, medical, and legal documents.
• Interpretation of workers' compensation laws and regulations.
• Critical thinking and problem-solving.
• Time management and organizational skills.
• Leadership, supervision, and staff development.
• Data management and report preparation.
• Attention to detail and accuracy

Ability to

• Interpret complex workers' compensation claims and files.
• Manage a high-volume workload while maintaining accuracy.
• Learn and utilize agency systems and software applications.
• Prepare statistical and workflow reports to evaluate performance.
• Prioritize tasks and meet established deadlines.
• Exercise sound judgment and discretion.
• Work effectively under pressure.
• Train and educate internal and external stakeholders.
• Recommend and implement process improvements.
• Build and maintain positive working relationships.
• Promote a diverse and inclusive work environment.
• Perform managerial duties in the absence of the Ombudsman Manager
• Handle difficult stakeholders.

Selective Preference(s): A Bachelor's degree and five to seven years of exposure to operations within a federal, state, or local government environment, or Business Continuity Management industry or any combination of experience and education. Completion of National Incident Management System (NIMS) / Incident Command System (ICS) training is preferred.

Pre-Employment Requirements: If this position requires driving or the use of a vehicle as an essential function of the job, then the following requirements apply. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate Arizona driver's license, complete all required training, and successfully pass all necessary driver's license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver's license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance.

Benefits: The Arizona Department of Administration offers a comprehensive benefits package to include:

• Sick leave
• Vacation with 10 paid holidays per year
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling View phone number on click.appcast.io. Requests should be made as early as possible to allow sufficient time to arrange the accommodation.