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AMERICAN RED CROSS

Job Title: Associate Ombudsmen

Area of Interest: Human Resources

QUALIFICATIONS

• Bachelor’s degree is required preferably in counseling, conflict resolution or a related field. A Master’s degree and advanced training as a dispute resolution practitioner and/or mediator is highly preferred.
• Five years of experience in conflict resolution (Ombudsman, mediator, facilitator or instructor) or a related field. Must have excellent conflict resolution skills and an interest in serving as the American Red Cross’s designated neutral in a broad variety of settings.
• The ideal candidate will also have:
  • Ability to work with stakeholders from all levels of the organization and from diverse cultures, utilizing outstanding communication skills and cultural sensitivity
  • Ability to work with management and to have the professional presence to represent the Ombudsman office effectively
  • Ability to work collaboratively with multiple stakeholders to review policy and procedures, issues and concerns
  • Outstanding verbal and written communication with clarity, and strong presentation and training skills
  • Excellent problem solving skills and the ability to engage in strategic thinking for the Ombudsman office to increase innovation and sophistication of the practice
  • Comfort with and high level skill in working with complex databases and data sets
  • Ability to handle complex cases, outreach, and other assignments
  • Advanced mediation, negotiation, and coaching skills as evidenced by practical work experience and successful completion of alternative dispute resolution courses
  • Ability to remain composed and demonstrate sound judgment under stress and duress from emergency situations
  • Excellent networking skills, understand and participate in collaboration with others and be able to establish and maintain contacts throughout the organization. 

The American Red Cross National Headquarters is an Equal Opportunity/ Affirmative Action Employer.

SUMMARY 

The Associate Ombudsman is a designated neutral providing confidential and informal dispute resolution assistance to the American Red Cross community which includes employees, volunteers, service recipients, donors, suppliers, partners, and the general public. The Associate Ombudsman listens to concerns and complaints, and assists in surfacing issues, identifying options, and resolving concerns while taking into account the interests of all parties, maintaining confidentiality of communications, and promoting fair and equitable treatment and processes. As a designated neutral, the Ombudsman is neither an advocate for any individual nor the American Red Cross, but rather, an advocate for fairness who acts as a source of information and referrals, aids in answering individuals’ questions, and assists in the resolution of concerns and critical situations. The Ombudsman Office supplements, but does not replace, the American Red Cross’s existing resources for conflict resolution.

RESPONSIBILITIES

• Works independently, assumes an issue from start to resolution and is responsible for first-hand review, analysis and closure of the issue
• Refers individuals and groups to existing resources within the organization as appropriate
• Objectively gathers information, analyzes it and formulates effective options and actions, recognizing the possible benefits and ramifications for the individual and organization
• Assists in identifying potential problems or trends that affect the entire organization and may recommend creative ways in which to address these concerns on a systemic level
• Skillfully supports issue resolution by helping individuals to deal directly with the matter
• Conducts training, workshops and informational presentations for the American Red Cross community
• Works extensively with case data tracking system, helps to manage the database for the office and strategizes the extraction, organization and analysis of data for the Ombudsman annual report to Congress.
• Adheres to the Code of Ethics and Standards of Practice of the International Ombudsman Association which include maintaining confidentiality of communications, practicing independence and neutrality in resolving conflicts and other issues of concern brought forward by individuals to the Ombudsman Office

Requisition Number: NHQ22933

Business Unit: NHQ

Country: United States

State/Province: District of Columbia

City: Washington

Full Time / Part Time: Full Time

Shift: 1st - First Shift

Work Schedule: 8am-5pm

Relocation Eligibility: No