Note: The job is a remote job and is open to candidates in USA. Confidential Jobs is seeking an Ombudsperson Coordinator for Higher Education to provide a confidential and independent resource for students and employees with concerns or complaints. The role involves managing complaints, ensuring compliance with regulatory requirements, and maintaining accurate case records while collaborating with senior leadership.

Responsibilities

• Log all incoming communications within 2 hours of receipt, before any triage or outreach decision is made
• Collect and organize all relevant documentation, correspondence, and supporting materials associated with each case within Google Drive and/or designated secure storage area
• Track all open cases against applicable internal and regulatory deadlines, escalating to the Senior Director prior to timelines being at risk
• Maintain accurate, audit-ready case records throughout the lifecycle of each situation
• Draft responses to student, staff, parent, and/or third-party complaints for review and approval by the Senior Director
• Coordinate with Campus Presidents, Senior Leadership, and the Director of Compliance to ensure responses are reviewed, approved, and issued through appropriate organizational channels
• Monitor email inboxes and ensure all incoming correspondence is triaged, logged, and routed correctly
• Maintain familiarity with compliance-handling requirements of ACCET, COE, THECB, DPOS, USDE and other regulatory agencies
• Flag patterns or trends in compliance data to the Senior Director on an ongoing basis
• Support the Senior Director in preparing for accreditation site visits or regulatory reviews by maintaining organized, complete compliance logs and resolution documentation
• Prepare monthly open case status summary for the Senior Director
• Maintain the annual regulatory response log and make records available upon request for compliance review
• Ensure all reports are de-identified and protect PII of all parties

Skills

• Exceptional written communication skills
• Experience handling complaints, cases, or formal inquiries in an organized and documented manner
• Familiarity with regulatory processes, accrediting body requirements, or formal complaint procedures
• Strong organizational skills and experience maintaining accurate records in a database, case management system, or equivalent structured format
• Ability to handle sensitive information with strict confidentiality
• Ability to manage multiple open matters simultaneously against hard deadlines without oversight-dependent reminders
• Associate's or Bachelor's degree in relevant field - business, communications, public admin, or similar
• Experience in higher education, private career schools, or regulated educational environment
• Familiarity with ACCET, COE, THECB, DPOS, and/or Title IV complaint processes
• Experience working within or alongside compliance, legal, or regulatory affairs function
• Exposure to conflict resolution, mediation, or advocacy work

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