Ombudsman Director
Date Posted: Aug 28, 2025
Requisition ID: 461193
Location:
Indianapolis, IN, US, 46204
Work for Indiana
Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.
About the Indiana Department of Administration (IDOA)
IDOA centrally manages activities related to state purchasing, vehicle fleet, state travel, real estate leases, property disposition, and the Government Center Campus. We assist in reducing government costs while providing effective solutions and exceptional service to state agencies.
Role Overview:
The Ombudsman Director receives, investigates, and attempts to resolve complaints.
Salary:
This position traditionally starts at an annual salary of $85,020 but may be commensurate with education and job experience.
Use our Compensation Calculator to view the total compensation package.
A Day in the Life:
The essential functions of this role are:
Identify and resolve complex regulatory and/or customer issues.
Answer questions and explain relevant state and federal rules, regulations, programs, and procedures to employees, the public, and other stakeholders.
Consult with various groups on issues and procedures concerning conferences, meetings, hearings, and arbitration proceedings.
May facilitate information sharing among various parties involved in a grievance, dispute, or claim.
Provide information and assistance to employees or the public with applying for benefits, preparing for hearings, responding to requests for court action, and resolving disability determination disputes.
Contact affected parties, explain ombudsman services, rights, and responsibilities.
Guide staff in the development and integration of new methods, policies, and procedures related to program activities.
Provide input on the updating of procedures, practices, and policies for publication by the agency.
May perform community education outreach activities to coordinate and increase interest in program services.
Recruit, select, onboard, and train employees to ensure role responsibilities and expectations are clearly understood while providing opportunities to continue professional development.
Set expectations, measure progress, provide ongoing feedback, and evaluate the performance of employees. Ensure work adheres to quality standards, deadlines, and proper procedures.
The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.
This position is exempt from overtime compensation for additional work hours that may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.
What You'll Need for Success:
The ideal candidate in this role should minimally have either
at least 7+ years of experience applying the below outlined knowledge, skills, and abilities in a similar role.
Related certifications and coursework may be considered for education or experience.
Extensive knowledge of pertinent laws, statutes, regulations, policies, and guidelines governing the state agency.
Experience working with diverse populations.
Experience in handling confidential and sensitive communications.
Skill in conducting investigations, mediation, and dispute resolution, in the use of computers and applicable software, and the use of interpersonal techniques.
Outstanding oral and written communication skills.
Exceptional problem-solving and critical thinking skills.
Ability to analyze and prepare documents, reports, and correspondence.
Ability to develop and modify policies and procedures.
Ability to maintain cooperative work relationships.
Ability to prioritize and manage competing deadlines and statutory requirements.
Ability to interpret and explain complex statues, regulations, policies, and guidelines.
Ability to delegate work, set clear direction, and manage workflow.
Ability to effectively give feedback, provide guidance or corrective action, coach, and develop employee skillsets.
Able to perform essential functions with or without reasonable accommodation.
Supervisory Responsibilities/Direct Reports:
This role may provide direct supervision for one or more staff members.
Benefits of Employment with the State of Indiana:
The State of Indiana offers a comprehensive benefits package for full-time employees that includes:
Three (3) medical plan options (including RX coverage) as well as vision and dental plans
Wellness Rewards Program: Complete wellness activities to earn gift card rewards
Health savings account, which includes bi-weekly state contribution
Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
Two (2) fully-funded pension plan options
A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
Up to 15 hours of paid community service leave
Combined 180 hours of paid vacation, personal, and sick leave time off
12 paid holidays, 14 in election years
Education Reimbursement Program
Group life insurance
Referral Bonus program
Employee assistance program that allows for covered behavioral health visits
Qualified employer for the Public Service Loan Forgiveness Program
Free Parking for most positions
Free LinkedIn Learning access
Equal Employment Opportunity:
The State of Indiana is an Equal Opportunity Employer committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at jobs@spd.IN.gov.
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