Blind Inc.

The Minnesota Department of Employment and Economic Development (DEED) is the State of Minnesota's principal economic development agency. DEED's mission is simple: to empower the growth of the Minnesota economy, for everyone. We are driven to find talented and innovative public servants, motivated by the opportunity to serve businesses, people, and the greater good. At DEED you will join a diverse team, inspired by challenging work and united by shared values that guide our work every day. At DEED we live our values by; focusing on the customer, communicating early and often, seeking solutions, creating inclusion, encouraging new ideas, and being gracious. DEED is a Beyond the Yellow Ribbon agency and committed to proactively supporting service-members, veterans, and military families. DEED offers great employment opportunities with a meaningful mission to truly make a difference in the lives of those under our care and for those in communities throughout Minnesota. Working Title: Ombuds - Paid Leave 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 The work you'll do is more than just a job. 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. Job Summary 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 resul s 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. Qualifications 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 The Minnesota Department of Employment and Economic Development will not sponsor applicants for work visas. All applicants must be legally authorized to work in the U.S. Application Details 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 exp