Information & Tribunal Analyst

6 months ago

Toronto, Canada Condominium Authority of Ontario Full time

**Background**

The Condominium Authority of Ontario is a not-for-profit designated authority. We provide education, consumer protection, information and dispute resolution for condominium communities.

**What we offer**:
We are a dynamic organization working in a rapidly changing and exciting sector. We value innovation, a get-it-done mindset, collaboration, and creativity. We believe in giving our people a chance to learn, grow and shine. We are committed to the well-being and work-life balance of our team members and offer competitive compensation, health benefits, pension, and a hybrid work environment. Our office is located in the financial district.

**Purpose of position**
- Respond to queries from the public and provide clients with information.
- Assist with the review of and ongoing improvements to CAO materials, including but not limited to web content, templates, and guides.
- Assist clients with accessing the CAO’s services, including the new ongoing returns process affecting over 11,000 condominium corporations, the CAO’s public registry, the CAO’s mandatory training for condo directors, and the Condominium Authority Tribunal and its online dispute resolution (ODR) service.
- Participate, as required, in CAO outreach activities, including representing the CAO at condo community events and conferences.
- Participate in project work and any other tasks as assigned.

**Key Responsibilities**
- Respond to telephone and online/written inquiries, complaints, and requests for information from clients, condo communities and the public, including condominium corporations, condo board members, managers, owners, purchasers, or mortgagees, and members of the general public, while meeting internal service standards.
- Analyze complex inquiries and provide targeted information to clients while protecting confidential or private information and data, and avoiding the provision of misinformation that might adversely impact the credibility of the CAO
- Write materials for the CAO and CAT including, but not limited to, web content, summary notes, briefing notes, operational or policy recommendations, and/or fact sheets for senior management.
- Conduct research using the CAO’s databases, external information systems, the internet, reference materials and resource documents such as fact sheets, brochures, pamphlets, bulletins, news releases, communiqués, Q&As and other government publications.
- Support clients in navigating the CAO’s online services, including information and tools, director training, condo returns, the public registration and the CAT. Identify, document details and escalate technical issues to address systems issues and facilitate a smooth and effective client experience.
- Ensure consistent identification and collection of statistical data, including information on query types and volumes, web traffic, and service demand, to inform and improve the CAO’s information offerings and service delivery.
- Participate on project teams and contribute to process improvements such as the implementation of new/revised administrative policies, procedures and processes to improve the delivery of public inquiry and correspondence services.
- Addition duties/tasks/projects as assigned.

**Qualifications, skills and knowledge**
- Post-secondary education in policy or a related field is required; an equivalent combination of training and experience may be considered.
- **Bilingualism in French and English is Mandatory**.
- In-depth knowledge of the CAO’s accountability obligations, including the Administrative Agreement with the Ministry of Government and Consumer Services, the CAO’s Bylaw, and other operational policies and procedures.
- Ability to gather and synthesize complex information (particularly legal) and gear this information (written and verbal) to the appropriate audience level.
- A solid understanding of the integration between the CAO’s information services and the organization’s online systems is a must.
- High level of communication skills with particular emphasis on excellent writing ability to convey information in a clear and concise manner.
- Previous experience with project planning and delivery an asset.
- Demonstrated commitment to customer service excellence in a detail oriented, client focused, time-pressured environment. Demonstrated time management skills.
- Ability to work individually as well as part working as part of a team.
- Ability to prioritize and manage conflicting demands.

**Working conditions/ environment**
- Hybrid Environment
- At CAO, the well-being of our employees is a priority and we will follow the necessary protocols to maintain a safe working environment.

**DISCLAIMER**
- CAO is an equal opportunity employer, encouraging workplace diversity. All qualified individuals will be considered without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, marital status or any other characteristi

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