Early Resolution Officer

3 weeks ago

Toronto, Canada Office of the Ontario Ombudsman Full time

**Division & Section**:French Language Services Unit

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

**Salary**:$69,425 - $100,036**

**Union Affiliation**: Association of Management, Administrative and Professional Crown Employees of Ontario (AMAPCEO)

**Open positions**: 1

**Posting Period**: August 30, 2023 to September 8, 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.

**Responsibilities**:

- Be the first contact for people coming to the French Language Services Unit of the Ontario Ombudsman’s Office with complaints about the delivery of governmental services in French as described in Ontario’s _French Language Services Act._
- Triage complaints, prioritizes and identifies next steps to attempt resolution.
- Analyze complaints to clearly identify issues and determine how to resolve them or when to escalate them as well as capably frame issues for escalation and/or regular reporting to senior management.
- Manage a caseload of files, as well as assist with trend analysis to identify complaint patterns and potential systemic issues.
- Write and/or assist in the preparation of high-profile special investigation reports including findings, analysis and recommendations.
- Other assigned duties.

**Knowledge and experience**:

- Proficiency in oral and written communication in both French and English at the superior level.
- University or post-secondary degree in social sciences or related field, or an equivalent combination of education, training and experience.
- A minimum of two years’ experience providing intake and complaint handling services in a similar provincial government or broader public sector organization.
- Demonstrated experience in analyzing and identifying issues without injecting opinion or acting as an advocate.
- Excellent knowledge of Francophone communities in Ontario, other Francophone key stakeholders as well as linguistic and cultural issues, to develop and manage relationships, partnerships and liaison initiatives with Francophone communities and support the Ombudsman and Commissioner’s interest in the enhancement and development of Francophone communities in Ontario.

**Required skills and competencies**:

- Ability to analyze and synthesize complaints, identify relevant individual and potential systemic issues, assess jurisdiction and identify avenues for potential recourse.
- Ability to manage a high-volume caseload, prioritize tasks and meet deadlines.
- Excellent verbal and written communication skills, including the ability to effectively communicate with individuals who may be distressed or emotionally distraught or who may face other challenges.
- Self-starter with a proven ability to work independently and with a team.

**_
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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