Early Resolutions Ombuds

Title: Early Resolutions Ombuds

Location: Olympia United States

Job Description:

Early Resolutions Ombuds

Salary

$55,000.00 - $65,000.00 Annually

Location

Thurston County - Olympia, WA

Job Type

Exempt

Remote Employment

Flexible/Hybrid

Job Number

2026-09287

Department

Office of the Governor

Division

Office of the Corrections Ombuds

Description

Please note: The starting salary offer will be determined based on the successful candidate's qualifications within the budgeted salary range of $55,000 -$65,000 annually. However, there is the potential for longevity, growth, and salary progression for the individual once employed.

Hybrid: Our physical office is in Olympia, WA. This position offers a flexible work schedule and allows for telework up to two days per week. However, you will be expected to travel to and participate in in-person meetings, events, and other activities as business needs require.

Why work for the Office of the Governor?

At the Office of the Corrections Ombuds (OCO), we are driven by a powerful mission: to create a more humane, transparent, and equitable Washington Corrections system. As an independent and impartial agency established by the Legislature, we are committed to advocating for incarcerated individuals, resolving conflicts, and fostering systemic improvements within the Department of Corrections (DOC). Our vision is to empower those impacted by incarceration to raise their concerns, reduce harm, and influence positive change across the system.

Our work is rooted in the belief that everyone deserves to be treated with dignity and respect. We provide crucial information to incarcerated individuals and their families, raising awareness about their rights and responsibilities, and ensuring that our services are equitable and inclusive. Diversity and lived experience are at the heart of our mission as we work to build a corrections system that serves everyone fairly.

The Job Opportunity

Make a difference in the lives of incarcerated individuals, their families, and communities across Washington. As an Early Resolution Ombuds 1, you will play a critical role in promoting fairness, accountability, and transparency within the states correctional system. Through investigations, outreach, and problem-solving, you will help ensure that the rights of incarcerated individuals are respected, identify systemic issues for consideration by the Governor and Legislature, and support compliance with laws, policies, and standards governing correctional facilities and services.

In this dynamic and mission-driven role, you will conduct investigations, receive and document complaints submitted through the OCO hotline and other communication channels, and provide information and support to incarcerated individuals and their families. You will draft correspondence, reports, and other materials for a variety of audiences while collaborating with Department of Corrections staff, community members, and stakeholders. Success in this position requires strong communication skills, sound judgment, cultural humility, and the ability to navigate sensitive situations with professionalism, diplomacy, and empathy. If you are passionate about public service, justice, and creating meaningful change, we encourage you to apply.

What you'll work on

Investigative Casework

• Resolve complaints from and about the individuals incarcerated in DOC facilities.
• Assess incoming complaints to determine urgency, jurisdiction, and appropriate investigative response.
• Conduct independent investigations into allegations involving incarcerated individuals and DOC operations.
• Gather, analyze, review, document, and securely maintain documentary evidence from the DOC's systems, within confidential OCO systems
• Coordinate and obtain time-sensitive video, photo, and audio surveillance recordings and evidence critical to investigations from the DOC
• Consult with employees of the DOC and complainants in separate fact-finding conferences as necessary
• Evaluate DOC investigations, disciplinary hearings, and official reports to assess compliance with policy, procedures, and applicable standards.
• Participate in on-site facility visits as directed by the OCO Director to communicate in-person to complainants, assess concerns, and collaborate with employees of the DOC to facilitate issue resolution.

Reporting

• Prepare accurate, comprehensive case documentation to support reporting requirements and performance metrics for the purposes of creating externally reportable outcomes.
• Participate in internal OCO meetings and collaborate in external meetings with DOC and/or stakeholders
• Maintain confidential OCO records, case management system information, and draft other official documents as needed
• Escalate complex, high risk, or emerging issues to management providing timely analysis and recommendations for appropriate action.
• Document all communications negotiations and case actions with the DOC staff in accordance with OCO policies and confidential case management systems requirements.
• Draft clear, professional correspondence complainants explaining case outcomes, and the results of an investigation and the negotiated resolutions.

Negotiation

• Engage in dispute resolution and/or negotiations with employees of the DOC to reach mutually agreed upon outcomes.
• Facilitate methods of resolution by collaborating at the lowest level with employees of the DOC. Interpret and explain DOC policies, procedures, and applicable regulations to complainants, ensuring they understand investigative processes, available options, and case outcomes.

Intake

• Receive and document complaints from and on behalf of the individuals incarcerated in DOC facilities.
• Answer telephone on the OCO hotline responding to inquiries with professionalism, accuracy, and empathy.
• Attend scheduled hotline shifts as required to ensure adequate coverage.
• Provide technical assistance and consultation to hotline callers, responds to inquiries regarding both DOC and OCO rules, regulations, policies, DOC procedures, OCO processes and available complaint resolution options.
• Engage in discussions with individuals who call the hotline, to obtain all necessary information and to assess the complaint for potential OCO involvement
• Accurately document in the OCO Case Management System, all details of the complaint reported and incarcerated person's information using both investigative interview techniques and review of DOC systems.
• Ensure timely assignment of new complaints to "Triage" process to support efficient case management and investigative response.
• Maintain complex electronic or manual file systems or database files. Ensuring records are complete, accurate, and compliant with records management and confidentiality requirements.

Confidentiality

• Maintain confidential records as outlined in RCW 43.06C.060.

What we need you to bring

Required Qualifications:

• Knowledge of investigative and fact-finding principles sufficient to gather, evaluate, analyze, and document information from multiple sources to support objective complaint resolution.
• Working knowledge of confidentiality principles and information management practices necessary to appropriately handle sensitive information in accordance with legal, ethical, and organizational requirements.
• Experience applying conflict resolution, negotiation, or problem-solving techniques to facilitate constructive discussions and support mutually acceptable resolutions.
• Working knowledge of computer applications and electronic case management or records management systems used to document, maintain, and retrieve information.
• Skill in preparing clear, accurate, and well-organized written documentation, including correspondence, investigative records, case notes, and reports.
• Skill in communicating effectively with diverse audiences using active listening, interviewing techniques, and clear verbal and written communication tailored to the needs of the individual and the situation.
• Demonstrated proficiency in building and maintaining productive working relationships with individuals from diverse backgrounds through professionalism, empathy, cultural humility, and respect.
• Ability to assess complex situations and exercise sound judgment by evaluating information, identifying appropriate courses of action, and recognizing when issues require escalation.
• Ability to organize and manage multiple priorities while maintaining accurate records, meeting deadlines, and adapting to changing workloads.
• Commitment to equity, inclusion, accountability, and public service demonstrated through fair, respectful, and impartial interactions with individuals from all backgrounds.
• The ability to learn and grow: Curious about themselves and others, who take responsibility for knowing their own strengths and weaknesses, and who use their learning to make government programs and processes

more efficient and effective to serve all in Washington.

• The ability to meet the needs of others: Flexible, adaptable, customer-service focused, and willing and able to empathetically respond to the unique needs of the people we work with and serve.

Desired Qualifications:

• Knowledge of correctional systems, correctional operations, or the criminal justice system gained through professional, academic, volunteer, or lived experience.
• Experience working with individuals from underserved, marginalized, or vulnerable populations using a trauma-informed, person-centered approach.
• Experience conducting investigations, complaint resolution, mediation, or dispute resolution involving sensitive or complex issues.

Special Requirements:

• Maintain a valid Washington State driver's license.
• This position requires unescorted access to the Department of Corrections (DOC) facilities and access to DOC's OMNI system. To meet DOC Facility access requirements, individuals must have been released from prison or probation for at least two years.
• DOC background check, including a review of criminal history, will be conducted prior to hire to determine eligibility for the required facility and system access.

We are most interested in finding the best candidate for the job, and that candidate may be one from a less traditional background. Don't let doubts stop you from applying for this position. If you have transferable experience, please tell us about it or contact us with questions about the required qualifications and how your experience relates to them.

Supplemental Information

What we offer

At OCO, we foster a culture of integrity, innovation, inclusion, and belonging. We value both learned and lived experiences, believing that diversity makes us stronger. To support your health and well-being, we offer a variety of benefit programs for our employees.

Please visit our Recruitment site for a full list of employee benefits. Here's a glance at some of the unique benefits that ORIA offers:

• A culture that values and strives to advance diversity, equity, inclusion, and belonging
• Medical, Dental, Vision, and Life Insurance
• 12 paid holidays, 14 paid vacation days (minimum), and 12 days of sick leave per year
• State retirement programs

Application Process: Once you've decided to apply for a state government job, you'll complete an online application to showcase your qualifications. Keep in mind that once you submit the application, a real person will read it. We do not use AI or other technology to screen your application. Please ensure you provide clear, detailed information about your work history so your qualifications can be accurately assessed. We will contact the top candidates directly to schedule interviews. If you require a reasonable accommodation during the application process, please call 7-1-1 or 1-800-833-6384.

When completing your application, please attach all of the following required documents:

• Cover letter: describing your qualifications for this specific position
• Resume: that details your applicable experience and education.
• References: at least three professional references and their current contact information.

Questions: OFMs Staff ASL interpreter is available to all deaf and hard-of-hearing applicants. For questions about this recruitment or to request a reasonable accommodation in the application or interview process, please email us at TalentAcquisition@ofm.wa.gov.

The Office of Corrections OMBUDS is an equal opportunity employer. We strive to create a working environment that includes and respects diversity in culture, race, ethnicity, sexual orientation, and gender identity. Women, racial and ethnic minorities, persons with disabilities, persons over 40 years of age, and disabled and Vietnam-era veterans are encouraged to apply.

This position is exempt from civil service rules.

For more information, please see WAC 357-19-195

More than Just a Paycheck!

Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. Thats why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:

The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits

Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation

State Employees are members of the Washington Public Employees Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security

All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness

If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays

Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave

Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)

Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave

Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave

Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave

Leave Sharing

Parental Leave

Family and Medical Leave Act (FMLA)

Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026

01

The application process requires that you attach a cover letter detailing how you meet the qualifications for this position and a resume. Please check your attachments and click below to indicate that you have attached the required documentation.

• Yes, I have attached a cover letter and a resume.
• No, I have not attached a cover letter and a resume.

02

Describe your experience in one to two paragraphs conducting investigations, reviews, or fact-finding activities. Include how you gathered information, evaluated evidence from multiple sources, documented findings, and used the information to reach objective conclusions or recommendations.

03

Describe your experience in one to two paragraphs resolving conflicts, addressing complaints, or facilitating discussions between individuals or groups with differing perspectives. Include the methods you used to promote constructive communication and the outcomes achieved.

04

Are you willing to undergo a background check as a condition of employment?

• Yes
• No

Required Question

Employer State of Washington

Address View Job Posting for Agency Information

View Job Posting for Location, Washington, 98504

Website http://www.careers.wa.gov