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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 50703942 |
Description Activated On: 6/3/2026 12:15:06 PM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. As an Organizational Ombudsman, this position is assigned to the Bureau of Public Engagement and Program Support Office as a highly responsible professional work in implementing and overseeing the Pennsylvania Insurance Department’s consumer advocacy program for Insurance. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Ombudsman/Advocacy Develops various programs, policies, and procedures regarding the Insurance Coverage Outreach and Advocacy Program in order to receive complaints, conduct independent investigation of complaints and implement resolutions. Analyzes current and proposed legislations, regulations, and policies for potential impact on PA Insurance Department goals and objectives and provides recommendations on behalf of the Pennsylvania consumer. Represents the Department with high level disaster related interest groups and implements initiatives from the Flood Task Force. Serves and advocates as a department spokesperson for insurance consumer related issues. Meets with consumers to investigate, report on, and settle complex insurance complaints and concerns. Serve as a bridge between individuals and insurance companies. Attempts to mediate concerns raised by consumers. Facilitate informal resolution of complex complaints, acting as a neutral third party to help reach a mutually agreeable decision. Provides consumer support and advocacy ensuring they receive appropriate treatment. Work to ensure transparency and accountability with licensees, making it easier for Pennsylvania consumers to raise intricate concerns and get them addressed. Conducts outreach across the Commonwealth to educate and inform consumers. Identifies, reports, and refers consumer complaints and issues. Analyzes trends of consumer complaints and concerns to resolve complaints and improve outreach efforts. Acts as subject matter expert and leader in the implementation of the final report recommendations developed from Act 22 or 2023 (The Flood Insurance Premium Assistance Task Force). Prepares and presents to executive leadership the Ombudsman Program’s Annual Reports, including fiscal and annual statistical reports. Department representative for PEMA (AREP). This involves responding to staffing requests for MARCs and DRCs, updating task assignments in WebEOC, Key responsibilities of this task include maintaining situational awareness by attending daily PEMA briefings and reviewing relevant disaster report emails, staying informed through hazard mitigation meetings and providing regular updates to the department on those activities. Involved in reviewing and scoring grand applications submitted to PEMA and attending other organizational meetings as needed. Responsible for review of Peer Review Organization submissions. Department representative actively participating in various state agency councils. Responsible for organizing formal informational public hearings on behalf of the Department. Coordinates logistics for statewide hearings, meetings, forums, and conferences. Public Outreach Develops and implements outreach activities to provide information to Pennsylvania consumers. Develops and delivers speeches and presentations to special interest groups, trade associations, service providers, consumers advocacy groups, chambers of commerce, legislators, and the general public. Develops, organizes, and leads high school, college, and community-related activities and other promotional programs for the Insurance Department. Serves as a liaison to national and states associates and other state agencies to increase Insurance Department visibility, facilitate cooperation and to resolve problems. Performs related duties as assigned. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. This position is managerial requiring a high degree of professional and technical knowledge and experience. This position reports to the Director and acts regularly with minimum supervision and broad degree of discretion regarding implementation of program elements and advocacy investigations and decisions. This position operates with significant autonomy and is entrusted with substantial authority to make independent judgements, set priorities, and influence policy direction within their area of responsibility. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. N/A 5. N/A 6. N/A |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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