Current Opportunities

As a Communications Officer for our Children & Youth Unit Unit, you’ll be part of a versatile, dynamic team that specializes in issues related to children and youth who are receiving services from Ontario children's aid societies, foster homes, group homes, secure treatment facilities and youth justice facilities. Your communications expertise will support the work of the Ombudsman and the Children & Youth Unit through reports, speeches and other communications products, as well as outreach and engagement with news media, child welfare system stakeholders and the public. If you’re a fully bilingual, media-savvy communicator who’s passionate about helping young people in care and promoting and protecting their rights, this position is for you.

 

YOU:

• Have excellent writing and editing skills in English and French, whether you’re drafting a two-page press release, editing a 50-page report, writing a speech, or crafting a series of social media posts

• Have knowledge of matters related to child protection services, the rights of youth in care, and groups and professionals who help young people

• Are an experienced event planner, adept at co-ordinating logistics and liaising with outside organizations, and skilled at on-site event management and troubleshooting

• Can produce PowerPoint presentations for a range of presenters and audiences

• Have demonstrated success in public outreach and fostering relationships with stakeholders

• Have experience monitoring traditional and social media

• Are able to distil complicated and nuanced ideas into plain language

• Can nimbly manage competing priorities in a busy environment

• Are a self-starter, capable of working independently and in a small team

• Have a background in communications, journalism and/or government

WE:

• Are always looking for new ways to inform youth in care and concerned adults about how the Ombudsman can help

• Produce print products, web content, videos, photos, speeches and slide presentations – all in English and French, and mostly in-house

• Keep our followers, stakeholders and staff informed and connected

• Network with ombudsmen and child advocate organizations in Canada and around the world

• Work in a progressive, fast-paced environment     

THE DETAILS:

The position reports to the Manager, Communications – French Language Services and Children and Youth Units.   

In this position, you will produce communications materials, web content (print, digital, video) and social media content, and monitor news and social media – all with a focus on the work of the Children & Youth Unit. You will also play a role in engaging with child welfare service providers across Ontario, supporting the Unit’s director and the Ombudsman in building relationships, co-ordinating events and liaising with stakeholders and the public to raise awareness of the role of the Ombudsman.

 

Applicants must have:

• A post-secondary degree in communications, journalism or a related field

• At least three years’ work experience that includes event co-ordination and stakeholder engagement

• Solid writing and editing skills in English and French (must be fluent in speaking, reading and writing in both languages)

• Strong attention to detail and the ability to manage multiple competing priorities

• Knowledge of major social media platforms, video editing, website management, and analytics tools

• Experience with social media, traditional communications and media relations, in English and French

• An understanding of the child protection system in Ontario

• Superior research skills

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 - Contract with 36.25 hours per week
Salary: $71,792 - $89,740
Union Affiliation: COPE
Open positions: 3
Posting Period: March 17, 2023 to April 30, 2023

 

About the role

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 Resolutions Officer (ERO), you will be the first point of contact to receive and address complaints.  Early Resolutions 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 relative to the role could be 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 of 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 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

Division & Section: Children &Youth
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: $72,500 - $93,992
Union Affiliation: AMAPCEO
Open positions: 1
Posting Period: March 17, 2023 to April 30, 2023

 

About the role

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.  

As part of the Early Resolutions team in the Children and Youth Unit, you will be the first contact for people coming to the Ontario Ombudsman’s office with complaints about services provided by children’s aid societies (CAS), residential licensees, and secure treatment programs. 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, 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 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
 

Responsibilities

• Receives complaints and inquiries by mail, email, telephone or in person and obtains all relevant information by asking clarifying questions, requesting documentation where appropriate, and conducting appropriate follow-up where necessary

• Assesses complaints to determine whether issues can be dealt with within the Ombudsman’s and the Children and Youth Unit’s mandate using an issue-based analysis, and clearly and effectively communicates the rationale for this assessment verbally and in writing where required

• Triages complaints, prioritizes and identifies next steps to attempt resolution

• Reviews and analyzes complaints and identifies and frames issues for follow-up in an objective and impartial fashion

• Prepares cases summaries for use in the Ombudsman’s Annual Report or for other purposes

• Summarizes complaint information and/or the results of trends analyses for the purpose of briefing management and/or to assist in responding to media and other inquiries

• Other duties related to the role could be 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 of experience providing intake and complaint-handling services in a similar organization

• Proven ability to work in both English and French, with French language skills (oral and written) at advanced level or above

• An understanding of issues that children and youth experience related to children’s aid societies, residential licensees, and secure treatment

• Demonstrated experience in analyzing and identifying issues without injecting opinion or acting as an advocate

• Demonstrated ability to communicate with children or youth and  specifically those who are distressed, emotionally distraught or who may require special accommodation

• Self-starter with a proven ability to work independently and with a team

Required skills and competencies

• 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

• 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

• Excellent verbal and written skills, and ability to communicate effectively and efficiently with individuals at all levels

• Capable of handling confidential, sensitive and personal information using good judgement and discretion

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 - Contract with 36.25 hours per week
Salary: $71,792 - $89,740
Union Affiliation: COPE
Open positions: 3
Posting Period: March 17, 2023 to April 30, 2023

 

About the role

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 Resolutions Officer (ERO), you will be the first point of contact to receive and address complaints.  Early Resolutions 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 relative to the role could be 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 of 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 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

• 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: $83,358 - $104,197

• Union Affiliation: COPE

• Open positions: 12

• Posting Period: March 3, 2023 to April 30, 2023

About the role

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 impartially and objectively assess relevant evidence

• 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

• 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 - Contract with 36.25 hours per week

• Salary: $83,358 - $104,197

• Union Affiliation: COPE

• Open positions: 2

• Posting Period: March 3, 2023 to April 30, 2023

About the role

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 impartially and objectively assess relevant evidence

• 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.

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