Manager, Early Resolutions

2 weeks ago

Toronto, Canada Office of the Ontario Ombudsman Full time

**Division & Section**:Early Resolutions - General Unit

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

**Salary**: $87,494 - $131,241

**Union Affiliation**: Excluded

**Open positions**: 1

**Posting Period**: November 6, 2023 to November 24, 2023

**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.

Reporting to the Director of Early Resolutions, the Manager, Early Resolutions is responsible for the daily management of issues, and management of a team of Early Resolution Officers and administrative employees. The Early Resolutions team is charged with the initial intake, assessment, triage and response to complaints brought forward to the Ombudsman, in addition to resolution of complaint issues and preparation of files for investigation. The Manager directly supports and assists the Director, Early Resolutions in managing workflow, planning strategic direction, and identifying cases for escalation. The Manager also collaborates with the Director, Investigations and Director, Special Ombudsman Response Team on the identification of cases for investigation and to ensure a smooth workflow between the teams.

**Responsibilities**:

- Provide advice, guidance and direction to Early Resolutions and administrative employees on the handling and processing of complaint files, including the recording of information in the case management system (CMS) to ensure appropriate and accurate description of complaints, information obtained, actions taken and results achieved.
- Review Early Resolution Officers (EROs) files to ensure that the issues are clearly identified and analyzed, necessary research has been conducted and files are escalated, where appropriate.
- Provide advice, guidance and direction on responses to both jurisdictional and non-jurisdictional complaints, and act as a level of supervisory review to ensure discretion is exercised appropriately.
- Manage employee performance, including completion of performance reviews and employee relations, under the guidance of the Director, Early Resolutions and Human Resources.
- Provide orientation and training for new Early Resolution Officers including, but not limited to, office procedures, complaint resolution strategies, investigative techniques, Ombudsman jurisdiction, case management, dealing with unreasonable complainant conduct, and research techniques.
- Other duties in relation to complaint handling, resolution and investigation or management of the early resolutions team, as requested.

**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 managing a team handling complaint resolutions and/or investigations in an ombudsman’s office or comparable oversight environment
- Experience in the investigation of complaints in an ombudsman’s office or comparable oversight environment
- Working knowledge of provincial government organizations, municipalities, universities, as well as knowledge of the _Ombudsman Act_, Ombudsman Ontario jurisdiction, the government and its structures
- 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**:

- Demonstrated leadership skills, including coaching, evaluating and developing employees and fostering an engaged and collaborative team
- Exercise excellent judgement by thinking critically, and tackling ambiguity and complex problems effectively and efficiently
- Strong analytical skills to impartially and objectively assess evidence, identify issues, and guide employees
- Strong interpersonal skills and able to deal with emotionally charged situations and vulnerable complainants
- Excellent organizational and time management skills to manage competing priorities, meet deadlines, oversee team caseloads, and resolve issues efficiently and effectively with a thorough analysis
- Strong written and oral communication skills
- Proactive and innovative, with an ability to find creative solutions to improve quality of service, efficiencies, and foster collaboration amongst peers and other units
- Capable of handling confidential, sensitive and personal information using good judgement and discretion

**_Our recruitment practices reflect the Ontario Ombudsman’s continuing goal of encouraging a dive

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