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

The Office of the Chief Administrative Officer (CAO) works with City departments to transform service delivery, provide people-centered solutions, and strengthen administrative functions to better serve Philadelphia residents and employees. The CAO oversees seven City departments and offices: the Office of Innovation and Technology (OIT), Records, Procurement, the Office of Administrative Review (OAR), Strategic Direction and Transformation (SD&T), Service Design Studio (SDS), and Human Resources and Talent (HR&T).  As an internal-to-government consultancy, the CAO collaborates across the entirety of City government to support and implement high-impact, transformational projects.

The City of Philadelphia’s Ombudsperson is a first-of-its-kind senior management official located within the City’s Office of the Chief Administrative Officer (CAO) and operating under the oversight of an Advisory Board, composed of executive leaders and other City employees.   This role provides confidential, independent and impartial assistance to City employees, through voluntary dispute resolution and problem-solving methods such as conflict coaching, mediation, facilitation, and shuttle diplomacy.  The Ombudsperson exercises independent judgement and discretion on a regular and recurring basis. 

The Ombudsperson serves as an internal dispute resolution and communication channel for the City’s workforce by collaborating with other management officials, building constructive relationships, resolving conflict, recommending actions and proposing policy changes that will create a more positive work environment.  The Ombudsperson will have sufficient authority to make significant determinations that further the goals and objectives of their office.

Essential Functions

• Responsible for the implementation and management of the Office of the Ombudsperson within the CAO, including the tracking, communication/outreach, development and execution of program goals and responsibilities. 
• Provides general, non-confidential information about the Ombudsperson Office, and provide feedback on trends, issues, policies and practices. 
• Responds to concerns and disputes brought forward by individuals/employees to the Ombudsperson office and may report trends, systemic problems, and organizational issues to  senior leaders and executives.
• Serves as a neutral party that listens, provides and receives information, identifies and reframes issues brought to them by City employees.  The Ombudsperson will not initiate or conduct any formal dispute processes, investigate problems brought to the office’s attention, or represent any side in a dispute. The Ombudsperson also will not provide legal advice to employees. The Ombudsperson may be requested to participate in an investigative process if they are called upon as a witness in a formal process or where otherwise required by law.
• When appropriate or if a formal investigation is requested, the Ombudsperson ensures timely and appropriate referral of formal complaints brought to their office - with employee consent and at the Ombudsperson’s discretion -  to the appropriate and responsible official or office, and engages in third-party intervention for disposition of the matter.
• Assists in developing innovative, efficient, and systemic solutions to problems. 
• Supplements, but does not replace, formal and/or defined complaint and investigation channels.  The Ombudsperson will not make binding decisions, mandate policies, or formally adjudicate issues for the organization.
• Advocate for the principles of responsive communication, fairness, and equity, in particular in administration of City policies and processes, by serving as a neutral party that will not advocate for individuals, groups or entities.
• Identify operational or program issues and initiate engagements or recommend solutions.  The Ombudsperson’s primary duties may influence the execution of policies or programs, which range from broad City-wide goals to specific objectives of departments. 
• Safeguard the confidentiality of all communications with those seeking assistance to the greatest extent possible, unless disclosure is required by law.
• Take specific action related to an individual’s issue only with the individual’s express permission and only to the extent permitted, and even then, at the sole discretion of the Ombudsperson. The Ombudsperson may take action without the individual’s express consent where a favorable resolution is possible, and the Ombudsperson is able to safeguard the identity of the individual contacting the Ombudsperson Office.

Competencies, Knowledge, Skills and Abilities

• Must have the knowledge, skill and ability to mediate conflicts between parties (interpersonal, interdepartmental, and within leadership)
• Ability to negotiate and communicate with tact, diplomacy and inspire collaboration and cooperation.
• Possesses a high degree of emotional intelligence and have a demonstrated record as a problem solver.
• Serve as an independent voice, holding no other position within City government which might compromise independence.
• Can exercise independent discretion to report trends or concerns of multiple individuals, initiate action on a concern identified through the Ombudsperson’s direct observation
• Demonstrated ability to remain neutral, impartial, and strive for fairness and objectivity in the treatment of people and the consideration of issues.
• Experience with mediation, conflict resolution or negotiation.
• Exceptional and demonstrated professional written and oral communication skills.
• Adept at decision-making and critical thinking in order to advance the interests of multiple-parties.
• Awareness of internal organizational structure and savviness in navigating these structures.
• Deep understanding of the principles of diversity, equity, and inclusion.
• Knowledge of Equal Employment Opportunity regulations, including understanding of anti-sexual harassment and anti-discrimination policies 
• Commitment to racial equity
• Knowledge of Human Resources principles 

• The ideal candidate will possess a Master’s Degree or professional certification in a field related to human resources, law, conflict resolution, peace and conflict studies, or mediation. A comparable combination of experience and education will also be considered.
• 5-7 years of experience in dispute resolution, mediation or a related field; experience successfully navigating large organizational bureaucracies; high degree of familiarity with City of Philadelphia government and operations; Experience writing decisions, policies, or complex written materials.

TO APPLY: Interested candidates must submit a cover letter, writing sample and resume.

Salary Range: $110,000 to $125,000 commensurate with experience

Did you know?

• We are a Public Service Loan Forgiveness Program qualified employer
• 25% tuition discount program for City employees (and sometimes spouses and dependents as well) in partnership with area colleges and universities
• We offer Comprehensive health coverage for employees and their eligible dependents
• Our wellness program offers eligibility into the discounted medical plan
• Employees receive paid vacation, sick leave, and holidays
• Generous retirement savings options are available

*The successful candidate must be a city of Philadelphia resident within six months of hire

Please note that effective September 1, 2021 the City of Philadelphia is requiring all new employees to present proof of vaccination against COVID-19. 

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to faqpchr@phila.gov.

For more information, go to: Human Relations Website: http://www.phila.gov/humanrelations/Pages/default.aspx