Current Opportunities

Division & Section: Communications Unit
Work Location: 483 Bay St., Toronto
Job Type & Duration: Full-time, Permanent, 36.25 hours per week (Hybrid work subject to operational requirements)
Salary: $56,994 to $71,242
Affiliation: Canadian Office and Professional Employees Union (COPE) Local 343
Open positions: 1
Posting Period: September 25 – November 8, 2024
 

About the role

The Ombudsman is an independent, non-partisan Officer of the Ontario Legislature, appointed by all parties, whose role is to ensure that the provincial government and public sector serve people in a way that is fair, accountable, transparent and respectful of their rights. The Office of the Ontario Ombudsman takes complaints about the administrative decisions and actions of more than 1,000 public sector and government bodies in Ontario, as well as French language services and services provided in the child protection sector.

The Administrative Assistant provides bilingual (English and French) administrative support to the Communications Director, Managers and other Communications staff, as well as other units across the office – and back-up coverage for the receptionist.
 

Responsibilities

• Prepare and process documents according to Ombudsman Ontario standards

• Sort, package and distribute printed and other information materials  

• Book transportation and accommodation for staff as and when required

• Maintain filing systems and mailing lists

• Manage, track, organize, store and order inventory and office supplies

• Support organization of outreach activities to promote awareness of Ombudsman Ontario and its operations, including preparing and packaging brochures and other handout material for outreach events

• Process financial reports and expenses, including reconciliation of invoices

• Create and maintain schedules upon request, including booking meetings, managing meeting invites, and preparing meeting material

• Draft standard form letters and correspondence, file soft copy documents, and distribute mail and materials to staff

• Proofread and edit materials in both English and French

• Respond to requests for information from external sources with information about Ombudsman Ontario in the form of reports, brochures, etc.

• Coverage for the receptionist, including regular coverage of reception phone line and desk, as well as general administrative support for other units as required

• Assist with internal and external event co-ordination as required

• Other administrative duties, responsibilities and projects as assigned

Knowledge and experience

• At least two years of experience as an administrative assistant providing support in a similar organization

• Hands-on experience working with information databases and mailing lists

• Working knowledge of drafting and formatting correspondence in Word (including mail merge), as well as proficiency using tools to create or maintain spreadsheets, databases, and presentations

• Familiarity with collaboration tools such as SharePoint. Microsoft Teams and other meeting management and calendar sharing tools

• Demonstrated knowledge of basic financial reconciliation processes (invoices, expenses, financial statements, etc.)

• Understanding of government and public sector organizations and their administrative processes

Required skills and competencies

• Attention to detail with above-average editing and proofreading skills

• Ability to prioritize work and multitask

• Ability to work independently as well as within a team environment, with strong interpersonal skills

• Excellent judgment and keen understanding of how to handle confidential and sensitive information

• Analytical and reasoning skills and the ability to problem-solve, with an aim to proactively identify and correct issues

• Strong tact and diplomacy skills to respond to all inquiries in a professional and effective manner

• Takes pride and ownership of work and continually strives for improvement

• Advanced written and spoken English and French

Division & Section: General Unit
Work Location: 483 Bay St., Toronto (Hybrid work subject to operational requirements)
Job Type & Hours: Temporary (12-month contract), full-time, 36.25 hours per week
Salary: $82,839 - $103,550
Union Affiliation: COPE
Open positions: 1
Posting Period: October 25 to November 25, 2024
 

About the role

The Ombudsman is an independent, non-partisan Officer of the Ontario Legislature, appointed by all parties, whose role is to ensure that the provincial government and public sector serve people in a way that is fair, accountable, transparent and respectful of their rights.

The Office of the Ontario Ombudsman takes complaints about the administrative decisions and actions of more than 1,000 public sector and government bodies in Ontario, as well as French language services and services provided in the child protection sector.

As an Early Resolution Officer (ERO), you will be the first point of contact for receiving and addressing complaints. EROs triage and analyze complex cases to identify issues clearly, determine how to resolve complaints, frame issues for escalation, and provide regular reports to senior management.

Each ERO manages a caseload of files, conducts research, makes inquiries, and assists with trend analysis to identify complaint patterns and potential systemic issues. In addition to receiving complaints by email and letter, EROs take complaints over the phone and in person, sometimes dealing with complainants who may require unique accommodation or may be frustrated and distressed by their experience with different government organizations.

 

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 as 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’ 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 and 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

• Ability to research, review and apply relevant legislation, regulations and policy

• 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 minimal 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.

Work Location: Toronto or remote within Ontario (Hybrid work subject to operational requirements)
Role: Consultant
Engagement: 12-month contract, may be extended by mutual agreement

 

LAND ACKNOWLEDGMENT AND COMMITMENT TO RECONCILIATION

The Ontario Ombudsman’s work takes place on traditional Indigenous territories across the province we now call Ontario. The City of Toronto, where our office is located, is the traditional territory of many nations, including the Mississaugas of the Credit, the Anishnabeg, the Chippewa, the Haudenosaunee, and the Wendat peoples, and is now home to many First Nations, Inuit and Métis peoples. We are thankful to be able to live and work on this land, and we acknowledge the many treaties that overlay it.

We believe in the significance of land acknowledgments as a way to recognize, respect and honour this territory, the treaties, the original occupants, their ancestors, and the historic connection they still have with this territory.

As part of our commitment to reconciliation, our focus in the next few years will be on:

1. Demonstrating our Office's dedication to serving the First Nations, Métis, and Inuit peoples recognized under section 35 of the Constitution Act, 1982 in Ontario and expanding our capacity to do so;

2. Providing educational opportunities for our staff to help them learn more about our shared history and the harms that have been inflicted on Indigenous peoples;

3. Working to establish mutually respectful relationships with Indigenous peoples and communities across the province; and

4. Continuing to integrate recommendations from the Truth and Reconciliation Commission and the National Inquiry into Missing and Murdered Indigenous Women and Girls into our work.

We are grateful for the opportunity to work on this part of Turtle Island.

 

About Us

The Ombudsman is a democratic institution, not a government department, and an essential element in states based on democracy, the rule of law, good administration and respect for rights.

The Office of the Ontario Ombudsman was established in 1975 and takes complaints about the administrative decisions and actions of more than 1,000 public sector and government bodies in Ontario, as well as French language services and services provided in the child protection sector.

As an independent, non-partisan Officer of the Ontario Legislature, the Ombudsman is appointed by all parties to ensure that the provincial government and public sector serve people in a way that is fair, accountable, transparent and respectful of their rights.

We intervene to resolve or investigate issues involving government and public sector administration and make evidence-based recommendations for corrective action when necessary. We do so based on complaints or our initiative and are recognized internationally for the calibre and impact of our work.

 

The Role

Ombudsman Ontario is seeking a qualified and experienced consultant to provide the Ombudsman with Indigenous liaison advisory services. The successful proponent will play a critical role in advancing our commitment to facilitating engagement and building relationships with Indigenous peoples, nations and communities across what is now referred to as the province of Ontario, as well as better serving the Indigenous peoples who interact with Ombudsman Ontario, and embedding principles of Truth and Reconciliation across our operations.
 
Ontario has the largest population of Indigenous people in Canada, which is growing at a faster rate than the non-Indigenous population. The Ombudsman seeks to engage with the Indigenous peoples recognized under section 35 of the Constitution Act, 1982 within Ontario and raise awareness of all aspects of the office’s jurisdiction including in the areas of children and youth in care, justice, corrections, housing, health care, education, municipalities, and natural resources.

Through its complaint handling and investigation of provincial and municipal issues, Ombudsman Ontario is an institution with a unique ability to identify and comment on emerging issues and propose improvements that enhance governance, such as improving the relationship between Indigenous peoples and the Ontario public sector agencies that provide services to them, and Indigenous peoples’ equal access to opportunities within those agencies.

We acknowledge that we have much work to do to progress our commitment to a shared path for reconciliation, but the mission is to recognize, respect, and affirm the rich culture and history of Indigenous peoples in all that we do, including in our daily interactions resolving complaints and in our role as an effective agent of change addressing systemic issues. Ombudsman Ontario effectively addresses issues of concern and can uniquely contribute to reconciliation.

In addition to providing assistance to individuals from Indigenous communities, the Ombudsman aspires to playing a helpful role in informing nation-to-nation and government-to-government discussions.

Through the provision of advice and guidance to the Ombudsman as well as engaging with various other members of the Ombudsman Team, the consultant’s services will include:

1. Leading the development and implementation of outreach and engagement strategies which establish, develop and maintain meaningful relations with Indigenous nations and communities throughout the province to raise awareness of Ombudsman Ontario and optimize equal access to and more culturally sensitive service delivery for Indigenous peoples.

2. Facilitating engagement and dialogue with Indigenous peoples, nations and communities, learning how Ombudsman Ontario can better serve and be more accessible to them.  

3. In partnership with assigned staff, translate feedback and information learned through engagement with Indigenous peoples, nations and communities into practical and achievable action plans to enhance our operations and service delivery for the benefit of Indigenous people living on lands located within what is now referred to as the province of Ontario.

4. Engaging in ongoing relational assessments and assisting with the evaluation of related implemented action plans, providing expert advice for continuing and new opportunities.

About You

As an Indigenous person with established community networks and influence, you have a deep connection with your Indigenous identity, community and/or Nation that recognizes you as a member or citizen.

You have excellent knowledge of the realities of Indigenous peoples and communities across the province, including the historical and cultural contexts of administrative operations and federal and provincial legal frameworks that apply to Indigenous peoples and which can perpetuate historical disadvantages and inequalities.

You appreciate the intersections between the Indian Act and provincial responsibilities, the existence of Indigenous governments, jurisdiction and legal orders, and the nation-to-nation reconciliation work under way between Crown and Indigenous governments in Canada.

You bring your lived understanding of being Indigenous in Canada to your work and take a trauma-informed and culturally sensitive approach. You have demonstrated political acumen and a capacity to influence.

You are able to leverage and strengthen existing relationships and develop new ones with Indigenous peoples, leadership, organizations and communities across Ontario.

You are able to analyze, synthesize and translate research and feedback into meaningful, actionable plans that align with Ombudsman Ontario's vision and mission and advance our commitment to better serving Indigenous people.

You are passionate about using your expertise and lived understanding of Indigenous practices and the harmful impacts of colonization to make a meaningful contribution to advancing Truth and Reconciliation principles for the benefit of all people living in Ontario.

You are distinguished for your relationship-building skills, having a great sense for human relations and superior interpersonal skills.  

 

Additional Requirements

• Citizenship or membership with a First Nations, Inuit, or Métis community or Nation of Canada as verified by the relevant community or Nation is a bona fide occupational requirement for this contract to best serve and liaise with Indigenous peoples, Nations and communities: Those whose citizenship/membership is with a Nation or community in what is now Ontario are encouraged to submit a proposal. Only proponents who are recognized as members or citizens by a First Nations, Metis, Inuit community or Nation in Canada will be considered. As part of your proposal, please indicate if you are a citizen or member of a First Nations, Metis, or Inuit community or Nation in Canada. Those who have submitted a proposal and move to the next stage of the process will be asked to submit documentation verifying their First Nations, Inuit or Métis citizenship/membership in accordance with our Indigenous Citizenship/Membership Verification Policy (Interim). Please contact Aoife Coghlan at the email address below if you have questions regarding the accepted type of verifying documentation.

• Because of the role of institutional representation and the variety of documents to be written, the consultant sought for this position must excel in both oral and written expression. Mastery of the English language is mandatory. Knowledge of an Indigenous language and/or French is an asset.

• Proponents may be asked to submit a criminal record background check, and verification of references prior to their Proposal being accepted. If applicable, your consent will be obtained first.

• The consultant will be required to travel within communities to participate in certain events and to meet with associations across the province.

• Regular attendance at our office located in Toronto is also expected.

• Travel expenses will be reimbursed in accordance with Office policies and the terms of the contract.

• The consultant must be able to work remotely within Ontario, including having access to a computer, cell phone and a good internet connection.

Division & Section: Legal Unit
Work Location: 483 Bay St., Toronto (Hybrid work subject to operational requirements)
Job Type & Hours: Permanent, Full-time - 36.25 hours per week
Salary: $107,343 - $161,015
Union Affiliation: Excluded
Open positions: 1
Posting Period: October 8, 2024 – November 10, 2024
 

About the role

The Ombudsman is an independent, non-partisan Officer of the Ontario Legislature, appointed by all parties, whose role is to ensure that the provincial government and public sector serve people in a way that is fair, accountable, transparent and respectful of their rights. The Office of the Ontario Ombudsman takes complaints about the administrative decisions and actions of more than 1,000 public sector and government bodies in Ontario, as well as French language services and services provided in the child protection sector.

The Legal Unit actively works across all departments of the Ontario Ombudsman’s Office to help improve practices, policies, and legislation within the public sector. Legal Counsel has primary responsibility for investigating complaints concerning openness and transparency within municipal government. Working within a collaborative team, each Counsel also carries their own caseload and provides legal advice and support in other areas of our mandate.
 

Responsibilities

• Conducts investigations into complaints about the openness and transparency of municipal and school board meetings, including interviewing witnesses; identifying, obtaining, reviewing and analyzing relevant documentation; working to tight timelines; and producing reports on the results of investigations. Counsel may also conduct investigations involving other areas of jurisdiction.

• Manages a diverse caseload of complex complaints across our provincial, municipal, university, school board, child protection, and French language services areas of mandate.

• Works on internal policy development and contract preparation, as well as conducts staff training.

• Conducts extensive legal research and provides legal advice and analysis to the Ombudsman and staff members on a variety of matters with the primary focus being administrative law, municipal law and investigative procedure. Keeps abreast of relevant developments in the law, including legislative and regulatory amendments.

• Participates in outreach activities such as conferences, symposia and other events relevant to the Ombudsman’s role and function.
   

Qualifications

• Must be currently licensed by the Law Society of Ontario, 2 to 4 years of experience as legal counsel is preferred.

• Demonstrated experience in relevant areas of practice such as administrative, education, child and youth, municipal, or language-rights law and experience in conducting administrative investigations is considered an asset.

• Excellent interpersonal skills, capable of handling emotionally charged situations and dealing with a diverse range of organizations and complainants.

• Superior research and analytical skills with excellent ability to provide legal advice and opinions and prepare a variety of materials including memos of law and high-quality, detailed investigative reports.

• Superior written and oral communication skills in English, including the ability to represent the Office in outreach activities and prepare detailed investigative reports.

• Competency in French is considered an asset.

• Demonstrated ability to work independently and in a collaborative team environment, managing multiple projects and priorities within established timelines.