Position Summary:
The Ombudsman serves as a neutral intermediary dedicated to fostering positive relationships between Prince George’s County Public Schools (PGCPS) and the broader community. The primary responsibility of this position is to provide assistance and support to the public by developing and monitoring a structured process for addressing parent and community complaints and inquiries. The incumbent of this position acts as a reliable source of information and referral, working to resolve concerns and critical situations objectively and impartially. This role involves helping stakeholders navigate complex procedures and identifying appropriate avenues for resolution or redress. Throughout all duties, the Ombudsman operates in alignment with PGCPS Board of Education policies, administrative procedures, collective bargaining agreements, and relevant statutory and regulatory requirements.
Duties and Responsibilities:
- Provides assistance to parents, community members and staff relating to navigating system policies and procedures;
- Maintains a database to document and monitor inquiries, calls and emails from parents and the public related to a variety of services, including but not limited to special education services, and concerns and leads in the resolution of such issues;
- Acts as an informal mediator when appropriate to resolve complaints;
- Seeks to resolve issues and complaints brought forward by parents, community members and staff by bringing such matters to the attention of the official at the most appropriate administrative level;
- Serves as a liaison among the local Board of Education, the community and the Superintendent to foster collaboration and constructive communication between parents, school staff and district leadership to promote effective problem-solving and positive relationships in support of students with disabilities;
- Partners with area office personnel and the Chief of School Support and Leadership to identify, track, and analyze trends or recurring issues raised through constituent contacts; prepare reports for Prince George’s County Public Schools leadership and Board of Education to highlight potential systemic concerns and inform corrective actions;
- Proactively addresses issues that may result in misunderstanding or conflict;
- Gathers and analyzes information relating to community inquiries;
- Assists individuals with concerns, inquiries or complaints in determining the best plan of action;
- Conducts informal fact finding during issues resolution and directs constituents toward the appropriate resolution;
- Maintains confidential records and databases;
- Periodically reviews the profiles of cases to distill guidance for suggested changes to policy and/or administrative procedures; and
- Performs other duties as assigned.
Qualifications:
- Ability to assess issues, identify root causes and develop creative solutions for complex problems;
- Excellent oral and written communication skills;
- Excellent human relations skills and ability to establish effective working relationships;
- Ability to gather and analyze information; and
- Broad knowledge of PGCPS’ policies and procedures, in depth understanding of Maryland and federal laws governing schools.
Education and/or Experience Requirements:
Bachelor’s degree from an accredited college or university in public administration, communications or related field required; Master’s degree preferred. A minimum of five (5) years of related experience required.
Certification:
None required.
Supervisory Responsibilities:
May provide guidance and oversight to assigned personnel.
Physical Demands:
The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand, talk, hear, walk, sit, and use fingers, tools or controls. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision such as to read handwritten or typed material, the ability to adjust focus, and depth perception. While performing the duties of this job, the employee may occasionally push or lift up to 25 lbs.
Working Environment:
The work environment characteristics are representative of those an employee encounters while performing the essential functions of the job.
Additional Information:
None.
