Early Resolution Officer

3 weeks ago

Toronto, Canada Office of the Ontario Ombudsman Full time

**Division & Section**:General Unit

**Job Type & Hours**: Full-time Contract - 36.25 hours per week

**Salary**: $82,839 - $103,550

**Union Affiliation**: COPE

**Open positions**: 2

**Posting Period**: May 22, 2024 to Jun 21, 2024

**About the role**:
The Ombudsman is an independent, impartial Officer of the Legislature that resolves and investigates complaints about Ontario government organizations, broader public sector bodies (including municipalities, universities and school boards), child protection services, and compliance with the _French Language Services Act._ The Ombudsman recommends solutions to individual and systemic administrative problems, and promotes fairness, accountability and transparency in the public sector as well as respect for French language service rights and the rights of children and youth in care.

As an Early Resolution Officer (ERO), you will be the first point of contact to receive and address complaints. Early Resolution Officers triage and analyze complex cases to clearly identify issues, determine how to resolve complaints, frame issues for escalation, and provide regular reports to senior management.

**Responsibilities**:

- Receive and assess complaints for early resolution of cases; take appropriate steps to facilitate resolution and/or obtain relevant information/documentation for review
- Assess complaints to determine whether issues can be dealt with within the Ombudsman’s mandate; clearly and effectively communicate the rationale verbally and in writing
- Triage complaints, prioritize and identify next steps for resolution or investigation
- Draft interview plans and case assessments involving both individual and systemic issues with a focus on detailed fact-finding, fairness, timelines, and attention to detail
- Write and/or assist in the preparation of high-profile special investigation reports including findings, analysis and recommendations.
- Other duties as required.

**Knowledge and experience**:

- University or post-secondary degree in a field such as law, psychology, political science, public administration, social work, criminal justice
- Minimum two years’ experience providing intake and complaint-handling services in provincial government organizations, including boards, tribunals and agencies, or in the municipal, university or school board sectors
- Experience providing service to members of the public, including underserved and marginalized populations
- Proven ability to interview members of the public and public sector officials at all organizational levels
- Working knowledge of provincial government organizations, municipalities, universities, or school boards, as well as knowledge of the Ombudsman Act, Ombudsman Ontario jurisdiction, the government and its structures
- Demonstrated experience preparing reports dealing with individual and systemic issues
- Experience generating evidence-based and practical solutions to address complaints and persuading parties to adopt a course of action
- Proficiency in oral and written communication in English and is required; proficiency in oral and written communication in French is an asset

**Required skills and competencies**:

- Strong analytical skills and the ability to impartially and objectively assess relevant evidence.
- Strong interpersonal skills, including the ability to deal with emotionally charged situations and vulnerable complainants
- Excellent organizational, caseload and time management skills to resolve issues quickly with an effective and thorough analysis.
- Ability to work to work independently with mínimal supervision
- Ability to work effectively in a team-based environment, and be open to consultation and collaboration in determining appropriate strategies for complaints and inquiries
- Proactive and innovative, with an ability to find creative solutions to improve quality of service
- Capable of handling confidential, sensitive and personal information using good judgement and discretion.

**Additional requirements**:

- Please include a cover letter with your résumé, describing your experience/achievements working in complaint handling and why you are interested in a role with Ombudsman Ontario.
- Must be eligible to work in Canada and work from the office as per work requirements.

**Our recruitment practices reflect the Ontario Ombudsman’s continuing goal of encouraging a diverse and inclusive workplace.**

**Accommodations in accordance with the **_Ontario Human Rights Code_** will be provided.**

**Only applicants selected to participate in the recruitment process will be contacted.

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