Current Opportunities

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: $82,839 - $103,550
Union Affiliation: COPE
Open positions: 2
Posting Period: May 22 to July 12, 2024

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 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 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: Legal Services
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 Temporary
Salary: $29.75/hour
Open positions: 1
Posting Period: May 28 to July 22, 2024

The Ombudsman is an independent and impartial Officer of the Ontario Legislature with authority to review and investigate complaints about the administrative conduct of provincial government organizations, municipalities, universities and school boards, as well as the services provided by children’s aid societies and residential licensees, and the provision of French language services under 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.

Under the direction of Senior Counsel, the Legal Summer Student will have the opportunity to support initiatives that resolve systemic and individual issues for Ontarians. This work can include legal research and writing, and assisting our legal team with complex cases, including conducting complaint reviews and investigations.

This opportunity will appeal to individuals who are intrigued by working in the public service.

The successful candidate will enjoy collaborating with others while working independently to fulfill their responsibilities.
 

About you

Successful candidates will have the following:

• Successful completion of the second year of law school prior to the start date of the position

• Demonstrated interest in administrative, public, municipal, education, child and youth, and/or language rights law

• Legal experience in either a paid or volunteer capacity

• Demonstrated experience researching legal issues using a variety of sources

• Superior interpersonal and analytical skills

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

• Competency in written and oral French at the advanced level is an asset