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.

If you’re passionate about customer experience, problem-solving, and making a difference in Minnesotan’s lives, we want to hear from you!

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

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

Benefits

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

Support to help you reach your career goals:

• 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)

Employee Assistance Program (EAP) for work/life support:

• 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

Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.

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