Assistant Ombudsman (N10)

Assistant Ombudsman (N10)

Salary

$56,084.00 - $89,842.00 Annually

Location

Annapolis

Job Type

Full-Time

Job Number

202600277

Department

Mayor & City Council

Opening Date

08/03/2026

Closing Date

8/17/2026 11:59 PM Eastern

• Description
• Benefits
• Questions

Job Summary

The City of Annapolis is seeking a dynamic, solution-oriented, and customer-focused professional to serve as Deputy Ombudsman. Reporting directly to the Ombudsman within the Office of the Mayor, this position provides operational, administrative, and constituent services support to advance the mission of the Office of the Ombudsman. Under the general direction of the Ombudsman, the Deputy Ombudsman performs high-level professional administrative, constituent advocacy, and project management work while helping ensure the effective delivery of responsive municipal services.

The Deputy Ombudsman serves as the Ombudsmans principal operational partner, assisting with constituent case management, ADA accessibility coordination, Boards and Commissions administration, executive support, community engagement, and special projects. The position helps translate constituent concerns into actionable recommendations while supporting the Ombudsmans efforts to improve service delivery across City government.

Essential Job Functions

• Constituent Advocacy & Casework Management:

• Manages an active caseload of constituent inquiries across multiple intake channels (phone, email, web, in-person), covering housing, parking disputes, utility billing, code enforcement, and quality-of-life concerns.

• Researches background data, coordinates across City departments, and facilitates resolution or clear next steps within established service timelines (target of 15 business days for most matters).

• Maintains strict neutrality and handles confidential resident information with high discretion.

• ADA Compliance & Accessibility Support:

• Supports the ADA Compliance Officer (the Ombudsman) by receiving, tracking, and coordinating responses to physical and programmatic accessibility complaints across City facilities and public spaces.

• Serves as an accessible resource for residents on ADA complaint procedures and accessibility barriers.

• Boards & Commissions System Administration:

• Manages the day-to-day administration of the Citys Boards and Commissions program under the direction of the Ombudsman.

• Utilizes the Granicus database to verify vacancies, compile applicant packets, coordinate Alderman vetting, draft mayoral appointment correspondence, track terms, and facilitate member on-boarding and oaths in coordination with the Clerk's Office, Legal, and Mayors Office.

• Executive Support & Mayoral Staffing:

• Supports the Ombudsman and Mayor by staffing community meetings, public events, and stakeholder engagements as assigned.

• Assists the Ombudsman in preparing executive briefings, constituent trend analyses, correspondence, and reports for the Mayor and executive leadership.

• Cross-Departmental & Intergovernmental Collaboration:

• Works collaboratively with City departments and external agencies to coordinate constituent case resolution and advance initiatives led by the Office of the Ombudsman.Partners with federal, state, and county offices on shared constituent concerns.

• Coordinates with Hispanic and African American community liaisons and Community Services staff to ensure culturally responsive, equitable engagement.

Qualifications

Knowledge, Skills, and Abilities

• Public Administration & Municipal Operations: Thorough knowledge of municipal government structures, intergovernmental relationships, multi agency operations, and the local Annapolis community landscape.

• Regulatory Compliance: Knowledge of Americans with Disabilities Act (ADA) accessibility requirements and formal complaint evaluation procedures.

• Conflict Resolution & Advocacy: Advanced skill in alternative conflict resolution, active listening, de-escalation, and solution-oriented problem-solving while maintaining strict neutrality.

• System & Data Management: Proficiency with relational constituent tracking databases (e.g., Granicus, CRM systems) and the ability to maintain accurate, organized case records to support data-informed decision-making.

• Executive Writing & Presentation: Ability to author clear, high-level executive briefing documents, community trend reports, and present effectively before community groups, boards, and elected officials.

Qualifications

Minimum Education & Experience Requirements:

• Education: Bachelors degree from an accredited college or university in Public Administration, Political Science, Communications, Sociology, Human Services, or a closely related field; AND

• Experience: Minimum of two (2) years of professional-level experience in public-facing constituent relations, community outreach, public advocacy, social casework, or municipal administration.

• Equivalent Combination Option: An equivalent combination of education and experience may be considered (e.g., an Associate's degree / 60 completed college credits combined with a minimum of four (4) years of qualifying professional-level experience).

Special Qualifications:

• Possession of a valid State Driver's License.

• Satisfactory completion of a comprehensive background check and professional reference screening prior to appointment.

Employment Conditions

Employment Conditions & Working Environment

• Physical Demands: Primarily sedentary work requiring standard keyboarding, sitting, or standing at a workstation, with light physical effort.

• Travel & Hours: Requires local travel to off-site community meetings, public forums, physical accessibility site evaluations, and evening/weekend event staffing on behalf of the Mayor.

• Sensory Abilities: Acute visual ability to review dense policy documentation and analytical data; clear speaking and hearing abilities to lead multi-party consultations and public presentations.

Equal Employment Opportunity Statement

The City of Annapolis Government does not discriminate or retaliate in employment against any person seeking employment or employed in the civil service because of any consideration of political or religious affiliation or belief, race, color, sex, age, family status, national origin, marital status, disability, veteran status, genetic information, sexual orientation, or gender identity.

This position is not eligible for benefits.

01

Which of the following options best describes how you meet the minimum qualifications for the Deputy Ombudsman position?

• I possess a Bachelor's degree (or higher) in Public Administration, Political Science, Communications, Sociology, Human Services, or a closely related field AND at least two (2) years of qualifying professional experience.
• I possess an Associate's degree (or 60+ completed college credits) AND at least four (4) years of qualifying professional experience in constituent relations, public advocacy, or municipal administration.
• I possess an equivalent combination of higher education and professional public-facing experience providing the required knowledge, skills, and abilities.
• None of the above.

02

For degrees obtained from a university outside the United States, applicants must provide certified accreditation and educational equivalency documentation from an approved credential evaluation service upon the close of this announcement. Does this apply to you?

• Yes, this applies to me and I have attached the required documentation.
• Yes, this applies to me but I have NOT attached the documentation.
• No, this does not apply to me (My degree was completed within the United States).

03

Do you possess a valid State Drivers License?

• Yes
• No

04

Are you comfortable with us contacting your professional references before a final job offer?

• Yes, I consent.
• No, I do not consent.

05

Please select the core operational areas where you possess direct, professional-level experience (Select all that apply):

• Managing multi-channel constituent casework (housing, parking, code enforcement, utilities).
• Tracking and responding to ADA/accessibility complaints or evaluating physical/programmatic barriers.
• Administering Boards, Commissions, or Advisory Committee appointment workflows.
• Staffing elected officials at public appearances, community forums, or press briefings.
• Writing high-level executive briefing memos, community trend reports, or policy summaries.
• Utilizing Granicus or similar relational CRM tracking databases
• None of the above

06

Which statement best describes your experience utilizing relational databases or CRM tools (such as Granicus, Salesforce, SeeClickFix, or similar platforms) to track constituent casework and process workflow stages?

• Advanced: I have extensive experience using CRM/relational databases to manage high-volume casework, generate analytical trend reports, and configure workflows.
• Intermediate: I routinely use CRM platforms to log constituent inquiries, update case statuses, and communicate across departments.
• Foundational: I have basic familiarity with database entry but have limited experience using CRM tools for casework management
• I have no prior experience with CRM or constituent tracking databases.

07

The Deputy Ombudsman must maintain strict neutrality while advocating for fair administrative processes and handling sensitive or frustrating resident concerns. Please describe a situation where you managed a highly upset constituent dealing with a complex municipal or agency issue. How did you de-escalate the situation, maintain neutral advocacy, coordinate across departments, and ensure a clear, timely resolution or update?

08

In this role, you will staff the Mayor at public events, interact with diverse community stakeholders, and brief executive leadership on ground-level community concerns. Describe a time when you gathered qualitative feedback or emerging trends from the community and translated that data into a high-level briefing document or recommendation for an executive director or elected official. What was the issue and what was the outcome?

Required Question

Employer City of Annapolis (MD)

Address 145 Gorman St # 2R

Annapolis, Maryland, 21401

Phone (410) 263-7998

Website www.annapolis.gov