Assistant Ombudsman (N10)

• 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 City's 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 Mayor's 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.  

• 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.  

• Education: Bachelor's 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).  

• Possession of a valid State Driver’s License.  

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

• 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.