Early Resolution Ombuds 1

Job Opportunity

The Office of Corrections (OCO) is a dynamic and impartial team within the Governor's Office that plays a vital role in protecting the health, safety, welfare, and rights of incarcerated individuals. Our mission is to ensure every incarcerated person and their family have access to clear, accurate information, to elevate public understanding of the corrections system, and to spotlight critical issues that help guide action from the Governor and Legislature.

We work to ensure corrections facilities across the state meet the highest standards of care, safety, and compliance.

In this position, you will help empower incarcerated individuals and their families by providing essential information and guidance. You will raise public awareness about the rights and responsibilities of incarcerated persons, identify systemwide issues that need attention, and support statewide efforts to maintain consistency with laws, policies, and corrections standards.

You will take the lead on investigating cases brought to the OCO, managing and entering complaints received through the OCO hotline, and supporting individuals who reach out by mail, email, or in person. You will draft professional letters, reports, and communications for a variety of audiences. This role is both collaborative and public-facing, working closely with incarcerated individuals, families, and Department of Corrections staff.

Success in this position calls for exceptional diplomacy, strong communication skills, and a passion for meaningful public service.

What you'll work on:

• Resolve complaints from and about the individuals incarcerated in DOC facilities.
• Assess incoming complaints to determine urgency, jurisdiction, and appropriate investigative response.
• Conduct independent investigations into allegations involving incarcerated individuals and DOC operations.
• Gather, analyze, review, document, and securely maintain documentary evidence from the DOC's systems within confidential OCO systems
• Coordinate and obtain time-sensitive video, photo, audio surveillance, recordings evidence critical to investigations from the DOC
• Consult with employees of the DOC and complainants in separate fact-finding conferences as necessary
• Evaluate DOC investigations, disciplinary hearings, and official reports to assess compliance with policy, procedures, and applicable standards.
• Participate in on-site facility visits as directed by the OCO Director to communicate in-person to complainants, assess concerns, and collaborate with employees of the DOC to facilitate issue resolution.

Reporting

• Prepare accurate, comprehensive case documentation to support reporting requirements, performance metrics for the purposes of creating externally reportable outcomes.
• Participate in internal OCO meetings and collaborate in external meetings with DOC and/or stakeholders
• Maintain confidential OCO records, case management system information, and draft other official documents as needed
• Escalate complex, high-risk, or emerging issues to management, providing timely analysis and recommendations for appropriate action.
• Document all communications, negotiations, and case actions with the DOC staff in accordance with OCO policies and confidential case management systems requirements.
• Draft clear, professional correspondence to complainants explaining case outcomes, the results of an investigation, and the negotiated resolutions.

Negotiation

• Engage in dispute resolution and/or negotiations with employees of the DOC to reach mutually agreed-upon outcomes.
• Facilitate methods of resolution by collaborating at the lowest level with employees of the DOC. Interpret and explain DOC policies, procedures, and applicable regulations to complainants, ensuring they understand investigative processes, available options, and case outcomes.

Intake

• Receive and document complaints from and on behalf of the individuals incarcerated in DOC facilities.
• Answer the telephone on the OCO hotline, responding to inquiries with professionalism, accuracy, and empathy.
• Attend scheduled hotline shifts as required to ensure adequate coverage.
• Provide technical assistance and consultation to hotline callers, responding…