Current Opportunities

Early Resolution Officer - General Unit

Division & Section: General Unit
Work Location: 483 Bay St., Toronto (Hybrid work with 2 days in office and 3 days working from home - subject to change)
Job Type & Hours: Full-time - with 36.25 hours per week
Salary: $80,038 - $100,048
Union Affiliation: COPE
Open positions: 1
Posting Period: February 24 to April 1, 2024
 

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.

This opportunity will appeal to individuals who are keen to be part of a world-renowned office with a proven record of improving the fairness, accountability and transparency of government and public services. Successful candidates demonstrate excellent judgment, initiative, and discretion and thrive in a collaborative team environment.

As an Early Resolution Officer (ERO), you will be the first point of contact to receive and address complaints. Early Resolution 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.

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, at times dealing with complainants who may require special accommodation, or who 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.

Additional requirements

  • Please include a cover letter with your résumé, describing your experience/achievements working in complaint handling and why you are interested in a role with Ombudsman Ontario

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


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.

Early Resolution Officer (Bilingual) - General Unit

Division & Section: General Unit
Work Location: 483 Bay St., Toronto (Hybrid work with 2 days in office and 3 days working from home - subject to change)
Job Type & Hours: Full-time - with 36.25 hours per week
Salary: $80,038 - $100,048
Union Affiliation: COPE
Open positions: 1
Posting Period: October 20, 2023 to April 1, 2024

 

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.

This opportunity will appeal to individuals who are keen to be part of a world-renowned office with a proven record of improving the fairness, accountability and transparency of government and public services. Successful candidates demonstrate excellent judgment, initiative, and discretion and thrive in a collaborative team environment.

As an Early Resolution Officer (ERO), you will be the first point of contact to receive and address complaints. Early Resolution 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.

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, at times dealing with complainants who may require special accommodation, or who 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 French are required.

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.

Additional requirements

  • Please include a cover letter with your résumé, describing your experience/achievements working in complaint handling and why you are interested in a role with Ombudsman Ontario

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


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.

Investigator - General Unit

Division & Section: General Unit
Work Location: 483 Bay St., Toronto (Hybrid work with 2 days in office and 3 days working from home - subject to change)
Job Type & Hours: Full-time - Permanent with 36.25 hours per week
Salary: $92,931 - $116,166
Union Affiliation: COPE
Open positions: 2
Posting Period: January 16 to March 1, 2024

 

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.

This opportunity will appeal to Investigators who are keen to be part of a world-renowned office with a proven record of improving the fairness, accountability and transparency of government and public services. Investigators at Ombudsman Ontario are responsible for both leading and working as a team on a diverse range of administrative fairness and maladministration issues.

As an investigator, you will be accountable for investigations from inception to completion, which includes identifying fairness issues; interviewing members of the public, public sector officials, and witnesses; gathering and analyzing information; and writing clear, comprehensive, and persuasive reports. Much of the work also includes using alternate dispute resolution mechanisms and responding to members of the public experiencing personal crisis. Your work will play a crucial role in the development of the Ombudsman’s recommendations to improve the fairness, transparency, and accountability of governance.

 

Responsibilities

  • Reviewing complaint files and gathering necessary information to identify issues for resolution and/or investigation.

  • Drafting investigation plans involving both individual and systemic issues with a focus on detailed fact-finding, fairness, timelines, and attention to detail

  • Interviewing witnesses, gathering, and analyzing information, and writing clear, concise and comprehensive reports

  • Writing and/or assisting in the preparation of high-profile special investigation reports including findings, analysis, and recommendations

  • Assessing potential for early resolution of cases and taking appropriate steps to facilitate resolution.

  • Other duties related to investigations could be required.

 

Knowledge and experience

  • University degree (in a field such as law, psychology, political science, public administration, social work, criminal justice)

  • Minimum three years of experience responding to or investigating complaints about government services or programs.

  • 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, boards and agencies, as well as knowledge of the Ombudsman Act, Ombudsman Ontario jurisdiction, and the provincial government and its structures

  • Demonstrated experience preparing investigation reports dealing with individual and systemic issues.

  • Experience generating evidence-based and practical solutions to address complaints and systemic issues.

  • Experience 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 assess relevant evidence impartially and objectively.

  • Exceptional writing skills

  • Ability to work effectively in a team-based environment and be open to consultation and collaboration in determining appropriate solutions for complaints and inquiries.

  • Strong interpersonal skills, including the ability to deal with emotionally charged situations and vulnerable complainants.

  • Excellent organizational, administrative and time management skills to manage caseloads.

  • Ability to work independently with minimum supervision.

Additional requirements

  • Please include a cover letter with your resume, describing your experience/achievements working in complaint handling and why you are interested in a role with Ombudsman Ontario

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


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.

Investigator (Bilingual) - General Unit

Division & Section: General Unit
Work Location: 483 Bay St., Toronto (Hybrid work with 2 days in office and 3 days working from home - subject to change)
Job Type & Hours: Full-time - 36.25 hours per week
Salary: $92,931 - $116,166
Union Affiliation: COPE
Open positions: 1
Posting Period: January 15, 2024 to March 1, 2024

 

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.

This opportunity will appeal to Investigators who are keen to be part of a world-renowned office with a proven record of improving the fairness, accountability and transparency of government and public services. Investigators at Ombudsman Ontario are responsible for both leading and working as a team on a diverse range of administrative fairness and maladministration issues.

As an investigator, you will be accountable for investigations from inception to completion, which includes identifying fairness issues; interviewing members of the public, public sector officials, and witnesses; gathering and analyzing information; and writing clear, comprehensive, and persuasive reports. Much of the work also includes using alternate dispute resolution mechanisms and responding to members of the public experiencing personal crisis. Your work will play a crucial role in the development of the Ombudsman’s recommendations to improve the fairness, transparency, and accountability of governance.
 

Responsibilities

  • Reviewing complaint files and gathering necessary information to identify issues for resolution and/or investigation.

  • Drafting investigation plans involving both individual and systemic issues with a focus on detailed fact-finding, fairness, timelines, and attention to detail

  • Interviewing witnesses, gathering, and analyzing information, and writing clear, concise and comprehensive reports

  • Writing and/or assisting in the preparation of high-profile special investigation reports including findings, analysis, and recommendations

  • Assessing potential for early resolution of cases and taking appropriate steps to facilitate resolution.

  • Other duties related to investigations could be required.

 

Knowledge and experience

  • University degree (in a field such as law, psychology, political science, public administration, social work, criminal justice)

  • Minimum three years of experience responding to or investigating complaints about government services or programs.

  • 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, boards and agencies, as well as knowledge of the Ombudsman Act, Ombudsman Ontario jurisdiction, and the provincial government and its structures

  • Demonstrated experience preparing investigation reports dealing with individual and systemic issues.

  • Experience generating evidence-based and practical solutions to address complaints and systemic issues.

  • Experience persuading parties to adopt a course of action.

  • Proficiency in oral and written communication in English and French is required.


 

Required skills and competencies

  • Strong analytical skills and the ability to assess relevant evidence impartially and objectively.

  • Exceptional writing skills

  • Ability to work effectively in a team-based environment and be open to consultation and collaboration in determining appropriate solutions for complaints and inquiries.

  • Strong interpersonal skills, including the ability to deal with emotionally charged situations and vulnerable complainants.

  • Excellent organizational, administrative and time management skills to manage caseloads.

  • Ability to work independently with minimum supervision.

Additional requirements

  • Please include a cover letter with your resume, describing your experience/achievements working in complaint handling and why you are interested in a role with Ombudsman Ontario

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


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.

Legal Counsel (French Language Services)

Legal Counsel actively work across all units of the Ombudsman Office. They positively impact Ontarians by negotiating changes to practices, policies and legislation within the public sector. Counsel investigate serious and complex cases, prepare investigative reports, and provide legal advice and support to the Ombudsman and his staff. Working within a collaborative team, Counsel carry their own caseload. They may also work on internal policy development and contract preparation, as well as conduct staff training.  Acting as representatives of the Office, Counsel participate in outreach activities such as conferences, symposia and other events that connect stakeholders to the important work we do.

This position is within the legal services team. Responsibilities include, but are not limited to, providing services to the Commissioner, French Language Services and the French Language Services Unit, which reviews complaints about the offering of services in French pursuant to the French Language Services Act by government agencies, institutions, ministries, boards, and corporations as well as designated agencies. The position may also be assigned work on legal issues arising in other areas of the Ombudsman’s jurisdiction, including issues involving municipalities, school boards and universities.
 

ABOUT YOU

Successful candidate will have the following:

  • A minimum of two years’ experience as legal counsel, and be licensed by the Law Society of Ontario

  • Significant experience researching, analyzing and applying administrative, education or municipal law, or in other relevant areas of practice

  • Demonstrated ability to research complex issues, use sound judgment, and provide legal advice and support

  • Proven ability to work independently and as part of a collaborative team

  • Strong interpersonal skills with the capacity to coach others through complex issues

  • Proficient in communicating in writing and orally in the French language with an ability to work at the superior level

  • Ability to communicate and receive instructions in English

  • Knowledge of the Ombudsman Act and the French Language Services Act would be considered an asset

  • Knowledge of the Francophone community in Ontario and a demonstrated interest in promoting the language rights of Francophones would be considered an asset

  • Experience conducting administrative investigations would be considered an asset

Interested candidates are invited to apply by sending their application to:

The Counsel Network
Attn.: Meaghan Loughry, Recruitment Associate
mloughry@thecounselnetwork.com  

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.   

Please Note: Only applicants selected to participate in the recruitment process will be contacted. Moving expenses will not be paid.