Ombuds - State Prog Administrator Senior - Paid Leave
Minnesota Department of Employment and Economic Development
St Paul, MN, USA · St Paul, MN, USA · Minnesota, USA
Posted on Saturday, September 7, 2024
Working Title: Ombuds - Paid Leave
Job Class: State Program Administrator Senior
Agency: Department of Employment and Economic Development
At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.
About the Paid Leave Division:
Paid Leave is a new program launching in 2026. The program will provide partial wage replacement to Minnesota workers who are out of work due to a qualifying condition, such as a severe health condition that prevents them from working, or when they need time to care for a family member or a new child.
We are building a program that will be easy for every Minnesotan to use. We are engaging the people who depend on us—workers, employers, caregivers, and insurers—to learn from them and build the program around their needs. We are using modern service delivery and product practices to deliver the program.
The Paid Leave team has high standards and an unrelenting commitment to serving Minnesotans. It is a start-up environment without legacy systems or preconceived ways of working, so we have a unique opportunity to create human-centric processes and systems to deliver this new benefit to Minnesotans.
Position Purpose:
The Ombuds investigate, report on, and help settle issues and concerns related to Paid Leave. The incumbent will have a comprehensive understanding of all procedural and administrative guidelines associated with the Paid Leave program and will address concerns effectively and efficiently while actively working with employers and applicants to navigate organizational processes and solve problems. The Ombuds will advocate for fairness, transparency, and accountability.
The Ombuds are also responsible for identifying and eliminating service deficiencies and continuously seeking to improve the Paid Leave program. This position will make recommendations based on the results of complaint investigations in an impartial, efficient, and timely manner.
Key Responsibilities:
This posting may be used to fill more than one position.
This position is telework eligible and is occasionally required to be on-site at the St. Paul office. Staff are provided with the tools and equipment to be successful in a virtual work environment and may telework from anywhere in Minnesota or a neighboring state. Please note, the telework policy could change with notice based on business needs.
Minimum Qualifications
Please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month and year for each job held.
Only applicants whose resumes clearly demonstrate fulfillment of each of these minimum qualifications will be considered for this position.
Two (2) years of experience in investigative and/or dispute resolution and appeals process
Applicants that meet the above minimum qualification will be further evaluated on the following:
Ability to measure and meet operational service level agreements
Communication skills, including the ability to de-escalate and problem-solve
Ability to understand, explain, and troubleshoot business processes
Experience working with internal and external stakeholders
Preferred Qualifications
Experience reviewing and interpreting legislation
Experience in Adjudicating Claims
Knowledge of contact center tools and customer service best practices
Experience designing new contact center processes or improving existing processes
Six Sigma or Lean training/certification
Our employees are dedicated to ensuring cultural responsiveness. Preferred candidates will have a variety of experiences working effectively with others from different backgrounds and cultures.
Additional Requirements
A job offer will be contingent upon successfully passing a background check. The background check may consist of the following components:
How To Apply
Connect 700 Program
To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Talent Acquisition at talent.acquisition.deed@state.mn.us.
Veterans
To be considered with Veteran's Status, you MUST indicate this on your application and submit a copy of your DD-214 form and other required documentation to talent.acquisition.deed@state.mn.us by the closing date.
Recently Separated Veterans (RSV): Effective July 1, 2009, legislation provides that the top five RSV applicants who apply and meet the qualifications for a vacancy shall be granted an interview.
Certain Disabled Veterans: Effective August 1, 2012, legislation provides state agencies with the option to appoint certain disabled veterans on a non-competitive basis.
See the above links for criteria and eligibility.
Current State Employees
If you have questions about this position, contact Tim High at tim.high@state.mn.us
Working together to improve the state we love.
What do Minnesota's State employees have in common?
As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.
Your benefits may include:
EQUAL OPPORTUNITY EMPLOYERS
Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S+ community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.
Applicants With Disabilities
Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the Careers Help Desk at 651-259-3637 or email careers@state.mn.us and let us know the support you need.
The Department of Employment and Economic Development is an equal opportunity, affirmative action, and veteran-friendly employer, and encourages all qualified candidates to apply for job opportunities. If you are an individual with a disability who needs assistance or cannot access the online job application and search tools, please contact Karen Lilledahl at Karen.Lilledahl@state.mn.us. Please indicate what assistance is needed.
Job Class: State Program Administrator Senior
Agency: Department of Employment and Economic Development
- Job ID: 80056
- Location: St. Paul
- Telework Eligible: Yes, may be eligible to telework up to four (4) days per week
- Full/Part Time: Full-Time
- Regular/Temporary: Unlimited
- Who May Apply: This vacancy is open for bids and for all qualified job seekers simultaneously. Bidders will be considered through 09/13/2024.
- Date Posted: 09/07/2024
- Closing Date: 09/16/2024
- Hiring Agency/Seniority Unit: Employment & Economic Development Department / MAPE
- Division/Unit: Paid Family & Medical Leave
- Work Shift/Work Hours: Day Shift
- Days of Work: Monday - Friday
- Travel Required: No
- Salary Range: $27.84 - $40.82 / hourly; $58,129 - $85,232 / annually
- Classified Status: Classified
- Bargaining Unit/Union: 214 - MN Assoc of Professional Empl/MAPE
- FLSA Status: Nonexempt
- Designated in Connect 700 Program for Applicants with Disabilities: Yes
At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.
About the Paid Leave Division:
Paid Leave is a new program launching in 2026. The program will provide partial wage replacement to Minnesota workers who are out of work due to a qualifying condition, such as a severe health condition that prevents them from working, or when they need time to care for a family member or a new child.
We are building a program that will be easy for every Minnesotan to use. We are engaging the people who depend on us—workers, employers, caregivers, and insurers—to learn from them and build the program around their needs. We are using modern service delivery and product practices to deliver the program.
The Paid Leave team has high standards and an unrelenting commitment to serving Minnesotans. It is a start-up environment without legacy systems or preconceived ways of working, so we have a unique opportunity to create human-centric processes and systems to deliver this new benefit to Minnesotans.
Position Purpose:
The Ombuds investigate, report on, and help settle issues and concerns related to Paid Leave. The incumbent will have a comprehensive understanding of all procedural and administrative guidelines associated with the Paid Leave program and will address concerns effectively and efficiently while actively working with employers and applicants to navigate organizational processes and solve problems. The Ombuds will advocate for fairness, transparency, and accountability.
The Ombuds are also responsible for identifying and eliminating service deficiencies and continuously seeking to improve the Paid Leave program. This position will make recommendations based on the results of complaint investigations in an impartial, efficient, and timely manner.
Key Responsibilities:
- Investigate and solve issues: Handle the most complex, sensitive, and urgent issues effectively and efficiently.
- Effective communication: Facilitate timely dialogue to all stakeholders.
- Analyze themes: Identify patterns in escalated issues, create visibility, and recommend solutions.
- Start-up spirit: We’re building our team from the ground up, and we’re growing our contact center capabilities iteratively. You bring a start-up mindset to the team and are excited to handle front-line contacts while also contributing your expertise to build our program.
This posting may be used to fill more than one position.
This position is telework eligible and is occasionally required to be on-site at the St. Paul office. Staff are provided with the tools and equipment to be successful in a virtual work environment and may telework from anywhere in Minnesota or a neighboring state. Please note, the telework policy could change with notice based on business needs.
Minimum Qualifications
Please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month and year for each job held.
Only applicants whose resumes clearly demonstrate fulfillment of each of these minimum qualifications will be considered for this position.
Two (2) years of experience in investigative and/or dispute resolution and appeals process
Applicants that meet the above minimum qualification will be further evaluated on the following:
Ability to measure and meet operational service level agreements
Communication skills, including the ability to de-escalate and problem-solve
Ability to understand, explain, and troubleshoot business processes
Experience working with internal and external stakeholders
Preferred Qualifications
Experience reviewing and interpreting legislation
Experience in Adjudicating Claims
Knowledge of contact center tools and customer service best practices
Experience designing new contact center processes or improving existing processes
Six Sigma or Lean training/certification
Our employees are dedicated to ensuring cultural responsiveness. Preferred candidates will have a variety of experiences working effectively with others from different backgrounds and cultures.
Additional Requirements
A job offer will be contingent upon successfully passing a background check. The background check may consist of the following components:
- Criminal Background Check
- Employment Record Review (current and former State employees only)
- Employment Reference Check
- Conflict of Interview Review
- Driver’s Record Check
How To Apply
Connect 700 Program
To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Talent Acquisition at talent.acquisition.deed@state.mn.us.
Veterans
To be considered with Veteran's Status, you MUST indicate this on your application and submit a copy of your DD-214 form and other required documentation to talent.acquisition.deed@state.mn.us by the closing date.
Recently Separated Veterans (RSV): Effective July 1, 2009, legislation provides that the top five RSV applicants who apply and meet the qualifications for a vacancy shall be granted an interview.
Certain Disabled Veterans: Effective August 1, 2012, legislation provides state agencies with the option to appoint certain disabled veterans on a non-competitive basis.
See the above links for criteria and eligibility.
Current State Employees
- Please apply via Self Service.
- Bidding or expression of interest: This vacancy is open for bids/expression of interest and all qualified applicants simultaneously. Current employees of DEED who are currently in the same classification, who are eligible, and apply within the seven (7) day period will be considered prior to filling the position by other means.
If you have questions about this position, contact Tim High at tim.high@state.mn.us
Working together to improve the state we love.
What do Minnesota's State employees have in common?
- A sense of purpose in their work
- Connection with their coworkers and communities
- Opportunities for personal and professional growth
As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.
Your benefits may include:
- Paid vacation and sick leave
- 12 paid holidays each year
- Low-cost medical, dental, vision, and prescription drug plans
- Fertility care, including IVF
- Diabetes care
- Dental and orthodontic care for adults and children
- 6 weeks paid leave for parents of newborn or newly adopted children
- Pension plan that provides income when you retire (after working at least three years)
- Employer paid life insurance to provide support for your family in the event of death
- Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
- Tax-free expense accounts for health, dental, and dependent care
- Resources that provide support and promote physical, emotional, social, and financial well-being
- Training, classes, and professional development
- Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)
- A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
- Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
- Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care
EQUAL OPPORTUNITY EMPLOYERS
Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S+ community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.
Applicants With Disabilities
Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the Careers Help Desk at 651-259-3637 or email careers@state.mn.us and let us know the support you need.
The Department of Employment and Economic Development is an equal opportunity, affirmative action, and veteran-friendly employer, and encourages all qualified candidates to apply for job opportunities. If you are an individual with a disability who needs assistance or cannot access the online job application and search tools, please contact Karen Lilledahl at Karen.Lilledahl@state.mn.us. Please indicate what assistance is needed.