Early Resolutions Officer, Ontario Ombudsman
The Ombudsman is an independent, impartial office of the Legislature that resolves and investigates public complaints about Ontario government organizations and municipalities, universities and school boards. The Ombudsman recommends solutions to individual and systemic administrative problems, and promotes fairness, accountability and transparency in the public sector.
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. 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.
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 working with provincial government organizations including boards, tribunals and agencies
- Familiarity with social media and new technology an asset
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. You will have the opportunity to directly resolve individual problems, as well as participate in broader investigations which contribute to systemic change and improved public policy and administration.
Interested candidates are invited to apply by visiting the careers page of our website: https://www.ombudsman.on.ca/About-Us/Careers/Current-Opportunities.aspx
Accommodation will be provided in accordance with the Ontario Human Rights Code.
All applications must be received by February 23, 2018 at 11:59 pm.
Please Note: Only applicants selected for an interview will be contacted. Moving expenses will not be paid. This is a unionized position. Starting salary for this position is $67,238/year.