Associate Youth Ombudsperson

Company Description

A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact.

As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What we offer

• Impact - The work you do here matters to millions. 
• Growth - Philadelphia is growing, why not grow with it? 
• Diversity & Inclusion - Find a career in a place where everyone belongs.
• Benefits - We care about your well-being.

Agency Description

Implementing a key recommendation of the Youth Residential Placement Task Force, the Kenney Administration recently established the Office of the Youth Ombudsperson (OYO) – a new City office that is fully focused on protecting the safety and wellbeing of Philadelphia youth who have been placed in residential settings via the juvenile justice, child welfare and/or behavioral health placement processes.

Reporting to the Inspector General, the OYO will work collaboratively with DHS, DBHIDS, CBH, OCF, MDO and other partner agencies across all levels of government to monitor and evaluate the quality of care at youth residential facilities that are operated by or contracted with the City of Philadelphia.

The OYO will serve as a key resource for youth and family as they navigate the residential placement experience, establishing an additional and supplemental avenue for information, complaints, and inquiries. The OYO will actively monitor the City’s various compliance initiatives, grievance investigations and internal controls. The OYO is also tasked with gathering data from City agencies and providers to evaluate and improve the quality of care for youth in residential placements.

Job Description

Position Summary:

The Office of the Ombudsperson Associate Ombudsperson shall serve under the direction of the Ombudsperson. We are looking for someone who is compassionate, inquisitive, and fair-minded with a demonstrated ability to exercise sound judgment and maintain confidentiality. The City seeks a candidate who is energized by the importance of the work and the opportunity to leverage resources and relationships in furtherance of protecting vulnerable youth. The position will collaborate with youth groups, law enforcement, community members, investigators, data scientists and other stakeholders in an environment where objectivity and diligence are critical to credibility and overall effectiveness.

Essential Functions:

Engaging & Educating

• Assist with monitoring and responding to queries and complaints that come through the OYO’s email account, website complaint form, phone number/hotline, walk-ins, etc.
• Visiting and inspecting sites to evaluate service quality and youth wellbeing.
• Developing and delivering informative materials and educational programs for youth in residential placements, family members, advocates, and other stakeholders.
• Developing and maintaining an independent avenue to receive complaints and grievances.
• Conducting or leading interviews of facility personnel, City employees, youth, and others.
• Supporting best practices research and secondary research, theory, and practice relevant to youth residential placements.

Monitoring & Data Collection

• Analyzing short and long-term data to identify issues that may be affecting quality of service and may require corrective action.
• Monitoring and evaluating City agency action in response to complaints, grievances, or incidents.
• Receiving, documenting, and resolving complaints using a variety of conflict resolution strategies.
• Monitoring system performance, analyzing data and preparing written reports.
• Conducting administrative investigations and evaluation of services.

Communicating Results

• Assist with drafting written reports and recommendations to City agencies and officials to address complaints, adjust policy or procedure and otherwise improve the residential placement process.
• Assist with annual reporting on the work of the OY