Complaint and Assessment Analyst

3 weeks ago

Halifax, Canada Province of Nova Scotia Full time

**Department**:Office of the Ombudsman

**Location**:HALIFAX

**Type of Employment**:Term

**Union Status**:Exclusion - Non Union - NSPG

**Closing Date**:5/22/2023 (Applications are accepted until 11:59 PM Atlantic Time)

**About Us**:
The Office of the Ombudsman addresses complaints involving provincial or municipal government departments, agencies, boards and commissions.

The Ombudsman considers and investigates complaints from people who believe they have been treated unfairly when using government services or when they believe a policy or procedure has not been followed correctly, or is unfair.

An important objective for our Office is to explain why and how a complaint can be seen as an opportunity to improve services provided by government. Even when a complaint is not supported, it presents an opportunity to review policies and procedures to ensure transparency and accountability in public service delivery.

**About Our Opportunity**:
The Complaint and Assessment Analyst is an integral component to the effective operation of the investigative team which provides independent, impartial, and confidential complaint resolution. The Analyst operates within the boundaries of the delegated authority given by the Ombudsman and members of the senior management team.

**Primary Accountabilities**:
The Analyst is the initial point of contact for the Office. The Analyst addresses certain complaints through an expedited investigative process by researching, analyzing and resolving complaints that are made to the office in writing, by telephone or in person. The Analyst conducts preliminary assessments when communicating with complainants by using active listening skills and interviewing techniques to determine if the complaint/inquiry is within the jurisdictional scope of the Ombudsman Act and Public Interest Disclosure of Wrongdoing Act, and can directly resolve complaints relating to the administration of all laws by provincial and municipal departments, agencies, boards and commissions by conducting an Assessment Investigation. The Analyst works with both the complainant and the public agencies involved to encourage dispute resolution, and will escalate complaints to investigation if they cannot be resolved within prescribed timelines. The Analyst must analyze and identify issues without injecting opinion or acting as an advocate, and have the ability to influence effectively and persuasively both orally and in writing.

The Analyst is knowledgeable about the Ombudsman Act and Regulations, the role of the Office relating to the Public Interest Disclosure of Wrongdoing Act, and maintains up-to-date knowledge of government services, legislation, regulations, policies, appeal processes, and procedures of the provincial and municipal governments. Is flexible and easily adaptable to changing situations. Inspires trust and confidence, and works effectively as a member of an investigative team. The Analyst maintains an up-to-date directory of all contacts made by Ombudsman Representatives completing investigations. This directory is extensive and necessary to ensure personal contacts can be enhanced. The Analyst also understands the bureaucratic significance of issues and exercises sound judgement in alerting management to critical and confidential information.

The Analyst provides confidential administrative support to senior management and Ombudsman Representatives, and will act as back-up to the Office Manager, and the Records Analyst, and other relevant duties as assigned by management. Strong attention to detail is critical in these roles.

**Qualifications and Experience**:
Assets:

- Previous experience addressing public complaints or people in crisis.
- The ability to communicate in French, both oral and written.
- Experience working with the STAR/STOR filing system.

We will assess the above qualifications and competencies using one or more of the following tools: written examination, standardized tests, oral presentations, interview(s), and reference checks.

**Equivalency**:

- **Completion of a 2 year diploma program along with 2 years of related experience.**:

- **4 years of related experience with no post-secondary education.**

**Benefits**:
The Government of Nova Scotia offers its employees a wide range of benefits such as Health, Dental, Life Insurance, Pension, General Illness (Short and Long Term), Vacation and Employee and Family Assistance Programs. Click here to learn more about our various benefits offering and eligibility criteria.

**Additional Information**:
**Please note**: This is an Order in Council appointment under the Ombudsman Act. Additional employment or volunteer work that may be within the jurisdiction of the Ombudsman Act must be vetted through and receive prior approval of the Ombudsman.

This is a term opportunity with an anticipated end date of** July 31, 2024.**

**What We Offer**:

- Career Development where you have access to career guidance, tools, resources, and ongoi

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