NHQ 57172- Assistant Ombudsman

SUMMARY:

The Assistant Ombudsman is a designated neutral providing confidential and informal dispute resolution assistance to the American Red Cross community, which includes employees, volunteers, service recipients, donors, suppliers, partners, and the general public. The Assistant Ombudsman provides case intake support by listening to concerns and complaints and providing referral services where appropriate.  As a designated neutral, the Ombudsman is neither an advocate for any individual nor the American Red Cross but, rather, an advocate for fairness who acts as a source of information and referral, aids in answering individuals’ questions, and assists in the resolution of concerns and critical situations. The Ombudsman Office supplements, but does not replace, the American Red Cross’s existing resources for conflict resolution.

This opportunity can be virtually located, but must be able to travel to Washington, DC monthly and into the field occasionally.

RESPONSIBILITIES:

• Able to work independently when necessary
• Refers individuals and groups to existing resources within the organization as appropriate
• Able to identify complex, controversial or highly sensitive cases and refer those matters to Ombudsman staff for further attention
• Objectively gathers information, analyzes it and formulates potential options and actions, recognizing the possible benefits and ramifications for the individual and organization
• Assists in identifying potential problems or trends that affect the entire organization and may recommend creative ways in which to address these concerns
• Supports training, workshops and informational presentations for the entire American Red Cross community
• Inputs information into case data tracking system and helps with the production of the Ombudsman’s annual report to Congress
• Assists with organizing and managing online files and documents
• Assists with updating Ombudsman Office websites (internal and external)
• Adheres to the Code of Ethics and Standards of Practice of the International Ombudsman Association, which include maintaining confidentiality of communications and practicing independence and neutrality in resolving conflicts and other issues of concern brought forward by individuals to the Ombudsman Office

QUALIFICATIONS:

Bachelor’s degree is required, preferably in counseling, conflict resolution or a related field. A Master’s degree and training as a dispute resolution practitioner and/or mediator is highly preferred. One to three years of experience in conflict resolution (Ombudsman, mediator, facilitator or instructor) or a related field. Must have excellent conflict resolution skills and an interest in serving as the American Red Cross’s designated neutral.

The ideal candidate will also have:

• Ability to work with stakeholders from all levels of the organization and from diverse cultures, utilizing outstanding communication skills and cultural sensitivity
• Outstanding verbal and written communication skills
• Excellent problem solving skills
• Ability to remain composed and demonstrate sound judgment under stress and in emergency situations
• Excellent networking skills, ability to collaborate with others, and the ability to establish and maintain contacts throughout the organization.

The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

To apply, please visit: https://www.americanredcross.apply2jobs.com/ProfExt/index.cfm?fusea...