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Early Resolutions Officer

3 months ago

Toronto, Canada Office of the Ontario Ombudsman Full time

**Division & Section**:General Unit

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

**Salary**: $80,038 - $100,048

**Union Affiliation**: COPE

**Open positions**: 3

**Posting Period**: March 17, 2023 to April 30, 2023

**About the role**:
As an Early Resolutions Officer (ERO), you will be the first point of contact to receive and address complaints. Early Resolutions 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 relative to the role could be 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 of 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 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

Must be eligible to work in Canada and work from the office as per work requirements.