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NEOGOV · 1 day ago

Public Trust Liaison

Los Angeles, CA

Full-time

Hybrid

Senior Level

$163K/yr - $218K/yr

5+ years exp

NEOGOV is seeking a Public Trust Liaison who will advocate for State Bar accountability and assist the public in voicing their concerns. The role involves developing consumer education campaigns, overseeing operations of the Contact Center, and collaborating with leadership to implement operational improvements.

GovTechHuman ResourcesInformation TechnologySoftware

Responsibilities

Design and implement comprehensive consumer education campaigns to increase public awareness of State Bar services

Develop accessible, user-friendly tools and resources to assist consumers in filing attorney discipline complaints and requests for review of complaint closures

Provide assistance and guidance to individuals navigating the admissions process

Address concerns about the actions or inaction of the State Bar, and inform complainants of relevant policies, procedures, regulations, and laws. This includes, but is not limited to, identifying options for resolution of concerns, both internal and external to the State Bar

Analyze complaint patterns to identify systemic issues and recommend policy solutions to leadership

Recommend closed cases for review by the Office of Chief Trial Counsel’s external auditors

Make recommendations for policy, rule, and statutory changes

Direct Contact Center operations, establishing service standards and performance metrics that enhance public experience

Oversee the Attorney-Client Bridge Program, achieving measurable reduction in formal disciplinary proceedings through early intervention

Develop, track, and report on metrics in relation to the performance of PTL functions that inform organizational decision-making and demonstrate program impact, including through an annual report

Collaborate with executive leadership to translate public feedback into actionable operational improvements

Build effective relationships across departments while maintaining independence in oversight functions

Manage budget and personnel resources to maximize program effectiveness and team development

Collaborate with the Office of Strategic Communications and Stakeholder Engagement to implement outreach strategies

Respond to inquiries from the Board of Trustees, other State Bar committees and commissions, and stakeholders in a timely manner

Promote the mission, integrity, objectivity, and efficacy of the State Bar

Facilitate the personal and professional growth of a team through active performance management and nurturing an inclusive team environment

Other duties as required

Qualification

Consumer advocacyData analysisPolicy analysisPublic speakingConflict resolutionInterpersonal skillsTeam managementEffective communication

Required

Bachelor's degree in a field that develops skills related to essential duties or equivalent academic achievement

Five (5) years of professional experience in conflict resolution, customer service, mediation, consensus-building and facilitation, or related field

Demonstrated experience in organizational ombuds work, consumer advocacy, or similar oversight role, including issue identification and conflict resolution

Experience with data analysis and performance metrics development

Experience with employee, customer and member feedback systems, including education, data collection and sourcing, action planning, and related outcome-focused activities

Strong interpersonal skills and ability to work collaboratively

Effective writing and verbal presentation, including public speaking

Expertise in policy analysis and implementation

Ability to manage diverse teams, foster inclusive environments, and apply performance management principles effectively

Ability to be neutral and impartial

Ability to perform all job functions in an inclusive and equity-informed manner

Handle confidential information appropriately

Learn quickly on the job

Work within shifting, sometimes ambiguous parameters while still driving toward practical solutions in support of the State Bar's mission

Communicate effectively with officials in the legislative, judicial, and executive branches of California State government

Exercise good judgment and integrity in handling crises

Identify problems, analyze responses, and implement relevant solutions

Communicate effectively within institutional parameters considering different constituencies

Review and analyze complex written documents

Obtain and present material in oral and/or written form

Effectively interact with others in a collaborative environment

Effectively apply conflict resolution techniques to de-escalate and resolve contentious issues

Establish inclusive processes and practices

Use performance management principles and techniques to manage and develop teams and individuals. Develop high-trust relationships with own team and extended organization

Facilitate change by bringing different stakeholders together to find creative solutions to difficult problems

Create a culture of service, rigorous analysis, impartiality, fairness, and confidentiality