INDUSTRIAL COMMISSION

Ombudsman Divison

Address:  2675 E Broadway Blvd
Tucson, AZ  85716

Salary: $23.00 

Grade: 20

Closing Date: November 8, 2024

This position will report to the Ombudsman Manager (Attorney) and is primarily responsible for informing and clarifying Title 23. Chapter 6, of the Arizona Revise Statutes, (Arizona Workers’ Compensation Act), Workers’ Compensation Rules, and the workers’ compensation system to injured workers. The position is responsible for providing information about the workers’ compensation system to injured workers, employers, carriers, medical providers, law offices and other stakeholders. The position is also responsible for providing information to employees and employers regarding programs related to wage, earned paid sick time, minimum wage and youth labor.

Essential Duties and Responsibilities include but are not limited to:
• Informing, clarifying, and instructing workers, employers, and insurance carriers of Arizona Revised Statutes, including litigation phase. Respond to inquiries received through telephone, email, or walk-in.
• Providing paperwork and instructions to stakeholders as appropriate to address their inquiries.
• Assisting in the development of and participation in divisional team member training, and employee development. Recommend continual improvement and explore new opportunities to increase the effectiveness of the Ombudsman team.
• Participate in the Arizona Management System (AMS) and daily Huddle board; attend staff meetings, seminars, conferences, and training classes as indicated.

Knowledge in
• Applicable workers’ compensation procedures, statutes, and rules, Applicable Labor Department programs, statutes and rules.
• Microsoft Word.
• Google Office Suite, Gmail, Sheets and Docs.
• Basic English.
• Basic mathematics.

Skills in
● Effectively able to communicate verbally and in writing to address questions and concerns of customers.
● Review and interpret Arizona Workers’ Compensation laws, rules, procedures, and court decisions.
● Strong critical thinking skills.
● Initiative and attention to detail.
● Strong focus on customers.
● Strong organizational, analytical skills.
● Strong leadership, time management, and organizational skills.
● Reading and comprehending, medical and legal documents.

Ability to
• Identify relevant documents in claims files.
• Search complex claims and ALJ files to identify procedural posture and available options
under the relevant law
• Handle difficult stakeholders.
• Prepare notes summarizing contacts with customers in clear and concise and timely manner
• Manage heavy workload with high level of accuracy and production.
• Learn computer systems and applications.
• Work well within a diverse and inclusive office environment.
• Timely process documents within established productivity standards and prioritize
work within established time frames.
• Exercise independent judgement.

Written and verbal fluency in English and Spanish is preferred.

If this position requires driving or the use of a vehicle as an essential function of the job, then the following requirements apply. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The State of Arizona provides an excellent comprehensive benefits package including:
● Affordable medical, dental, life, and short-term disability insurance plans
● Top-ranked retirement and long-term disability plans
● 10 paid holidays per year
● Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
● Sick time accrued at 3.70 hours bi-weekly
● Deferred compensation plan
● Wellness plans

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

You will be eligible to participate in the state employee health/disability insurance plan, and you are required to participate in the Arizona State Retirement System (ASRS). ASRS participation may begin immediately or upon your 27th week of employment. Contributions are matched by the employer.

If you have any questions please feel free to contact Human Resources at HR@azica.gov or 602.542.5559 for assistance. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.