The Deputy Ombudsman serves as a confidential, neutral, independent and informal resource and provider of dispute resolution services; communications channel; coach, mediator and group facilitator; process and organizational consultant; and helps the American Red Cross work for positive change. The Deputy Ombudsman is responsible for working closely with the Corporate Ombudsman to collaborate with leaders responsible for administering formal dispute resolution systems; to assist all constituents (internal and external) in the Red Cross community; to assist clients and the ARC community with building constructive relationships by resolving disputes; and to make systemic recommendations that contribute to a more positive internal work environment, enhanced productivity, more positive interactions and stronger relationships with our donors, partners, clients, and other external constituents, and the ability of the American Red Cross to meet its critical mission most effectively.

RESPONSIBILITIES:

The Deputy Ombudsman will work closely with the Corporate Ombudsman to:

* Enhance the capacity of the Ombudsman office to consult with senior leaders on driving complex organizational change.

* Expand the capacity of the Ombudsman office to service the field by effectively developing and managing a cadre of volunteer Ombudsmen.

* Enhance and expand the capacity of the Ombudsman office to conduct complex group facilitations and handle complex organizational cases.

* Work with colleagues responsible for the governance system and leadership to identify and facilitate the resolution of systematic issues that impact American Red Cross core services and mission.

* Make appropriate recommendations to senior leadership regarding any potential organizational changes in policy or practice that would enhance the ability of the American Red Cross to meet its mission.

* Provide in depth analysis of organizational dynamics and trends in the annual report to Congress, the Board of Governors, and the President/CEO.

* Enhance the community outreach of the Ombudsman, including through high quality conflict resolution training and the development of conflict resolution programs.

* Achieve effective integrated conflict resolution systems design in collaboration with OGC, HR, ICE, and other "formal" parts of the Red Cross governance system.

* Provide sufficient succession planning by enabling the office to function effectively in the absence of the Corporate Ombudsman.

* Develop new modes of structuring Ombudsman services in this complex organizational environment consistent with core Ombudsman principles of confidentiality, neutrality, independence, and informality.

* Enhance the ability of this office to work pragmatically and effectively with Red Cross leadership and staff with an understanding of the business challenges leadership faces.

* In conjunction with the Corporate Ombudsman, develop the department's budget and business plans in response to emerging conflict resolution, program, or organizational needs.

* Provide assistance, guidance, and supervision to the staff within the Office of the Corporate Ombudsman.

* Serve as a dispute resolution practitioner to provide confidential, neutral, and informal assistance to clarify issues, identify options, and more effectively address issues and concerns at the appropriate level in the organization and in the most constructive way. Conduct informal fact-finding to understand the context of the dispute or concern. Exercise discretion to accept or decline to act on a complaint, concern, or question.

* Work closely with senior leadership and managers on process consulting as they lead inter-departmental or other initiatives and prepare applicable meetings with potentially broad constituencies.

* Help build the capacity of clients to handle issues and conduct effective problem solving themselves, even without third party intervention.

* Counsel constituents on additional options for conveying concerns and facilitate contacts with appropriate departments as necessary.

* Work closely with those who manage the formal dispute resolution systems to ensure appropriate referrals, stay current with formal system changes in programs or policies, and oversee providing information about the formal systems and other relevant resources.

* Bachelor's Degree in Business or related field required. An advanced degree is preferred.

* A minimum of 10 years progressive experience is conflict resolution as a practicing Ombudsman.

* A minimum of 5 years of supervisory experience.

* Excellent oral and written communication skills.

* Ability to work effectively and persuasively with senior leaders and others throughout organization.

* Ability to exercise discretion, read difficult situations, and apply sound judgment; including is situations where your role may be directly challenged.

* Demonstrated ability to effectively manage junior colleagues.

* Ability to work under pressure with people who are under significant or even extreme stress.

* Proven track record of understanding and applying appropriate Ombudsman principles and Code of Ethics in complex organizational environments.

The American Red Cross National Headquarters is an Equal Opportunity/Affirmative Action Employer