Texas Workforce Commission
Government
Ombudsman
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Ombudsman at Texas Workforce Commission. Skills: Mediation, Customer assistance, Dispute resolution. Conduct intake of issues. Log cases”
Industry & Context.
Problem-solving
What They're Looking For.
Must Have
One year experience resolving disputes, One year experience performing investigations, One year experience counseling, One year paralegal work, One year claims management experience, One year insurance experience, One year social work experience, One year workers compensation experience, One year mediation experience, One year dispute resolution experience
What You'll Do.
Conduct intake of issues
Provide assistance to customers
Facilitate communication between parties
Review supporting documentation
Organize documentation
Document all case actions
Maintain accurate records
Handle customer service calls
Full Job Description
Who We Are: 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 currently on student or postgraduate visas. You must be a Texas resident to work for the Texas Workforce Commission or 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. The ideal candidate is expected to report to the office daily. 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. -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. -Handle customer service calls for the agency part of the day. -Perform related duties as assigned. You Are a Great Fit With: 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 clear
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