The Ombudsman is an independent, impartial office 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 (FLSA). 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.
As part of the Early Resolutions team, you'll be the first contact for people coming to the Ontario Ombudsman's office with complaints about the Ontario government. Early Resolution Officers (EROs) triage and analyze complaints to clearly identify issues and determine how to resolve them or when to escalate them. EROs must be able to capably frame issues for escalation and for regular reporting to senior management.
What can I expect to do in this role?
Each ERO manages a caseload of files, as well as assists with trend analysis to identify complaint patterns and potential systemic issues. In addition to receiving complaints by email and letter, EROs use their active listening and interviewing skills to take complaints over the phone and in person, at times dealing with complainants who may require special accommodation, or who may be frustrated and distressed by their experience with different government organizations.
This opportunity will appeal to people who are keen to develop innovative solutions within a structured framework and while respecting existing processes and procedures. Successful candidates are both analytical and empathetic, and enjoy working independently as well as collaboratively. Opportunities to work on complaints in French for bilingual candidates.
How do I qualify?
Successful candidates will have the following:
– A minimum of two years experience providing intake and complaint handling services in a similar organization.
– Post-secondary education in social sciences or law.
– Demonstrated experience in analyzing and identifying issues without injecting opinion or acting as an advocate.
– Ability to bring innovative thinking to an issue, while working within a prescribed framework.
– Capable of multitasking, balancing the need to resolve issues quickly with an effective and thorough analysis.
– Demonstrated ability to communicate with individuals who are distressed, emotionally distraught or who may require special accommodation.
– Excellent verbal and written skills, and ability to communicate effectively and efficiently with individuals at all levels.
– Self-starter with a proven ability to work independently and with a team.
– Preference will be given to candidates with experience related to provincial government organizations including boards, tribunals and agencies.
– Familiarity with social media and new technology is an asset.
1 Permanent, Toronto, Toronto Region, Criminal Record Check
1 Temporary, duration up to 12 months, Toronto, Toronto Region, Criminal Record Check
Compensation Group: Excluded
Understanding the job ad - definitions
Category: Inspections and Investigations
Posted on: Tuesday, May 18, 2021
This posting is for an organization that is not a part of the Ontario Public Service. The information and tips on the Ontario Public Service Careers website may not apply to this posting. Please use the contact information below to contact the organization directly if you have questions.
In accordance with the Ontario Public Service (OPS), Employment Screening Checks Policy (ESCP), the top candidate(s) may be required to undergo a security screening check. Refer to the above to determine the screening checks that are required for this position.
Required security screening checks along with your written consent, will be sent to the Transition and Security Office (TSO), Talent Acquisition Branch (TAB), HR Service Delivery Division (HRSDD) to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional employment screening checks that were not obtained directly by you.
A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The employment screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual's employment screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Employment screening check records will be maintained by the TSO and kept strictly confidential.
This is a unique opportunity to join a dynamic, exciting work environment and be part of a world-renowned office with a team of top public sector professionals.
We are hiring both permanent and contract positions.
Our recruitment practices reflect the Ontario Ombudsman's continuing goal of encouraging a diverse and inclusive workplace. Accommodations will be provided in accordance with the Ontario Human Rights Code.
Interested candidates are invited to apply by visiting the careers page of our website: https://www.ombudsman.on.ca/what-we-do/careers/current-opportunities#1
Please Note: Only applicants selected to participate in the recruitment process will be contacted. Moving expenses will not be paid. This is a unionized position.