Jobs


Ombudsman Office panorama

We're growing our team as we expand to oversee municipalities, universities and school boards. The Office received additional funding to hire Early Resolutions Officers, Investigators, Legal Counsel, Communications, and other staff. Please take a look at the positions we typically look to fill, and send us your résumé. 

As an independent Officer of the Legislature, the Office of the Ontario Ombudsman sees its role as “humanizing government”. In 2016-2017, the office handled some 21,000 complaints from the public about provincial government and broader public sector issues. From increased newborn screening to enhanced security of Ontario’s lotteries to access to cancer drugs, the Ombudsman’s work has resulted in positive systemic change benefitting millions of Ontarians.

Work with us

We’re proud to be an office of dedicated, hard-working professionals who are motivated by social justice and procedural fairness within the public sector. 

We look for people who:

  • Possess a strong foundation in their chosen field and are open to learning and employing new ways of working
  • Can think innovatively within a structured framework, respecting existing processes and procedures
  • Are capable of multitasking, working through the finer details while still seeing the big picture
  • Have excellent verbal and written skills, and the ability to communicate effectively and efficiently with individuals at all levels
  • Have strong analytical and interpersonal skills, and enjoy working independently as well as collaboratively
  • Experience in the public sector, especially with school boards, municipalities and universities, is considered an asset
  • Ability to speak, read, and write in French is considered an asset

We're always accepting résumés. If you'd like to work with us, please apply for our open positions here​.

Information Officer - Bilingual

As part of the Early Resolutions team, you’ll be the first contact for people reaching out to the Ontario Ombudsman’s office by fax, email, or through the online complaint form. The Information Officer conducts the preliminary assessment of the complaint, analyzes and identifies the issues, and escalates serious, sensitive, high-profile and systemic complaints to managers. In managing his or her caseload, the Information Officer conducts research and communicates with complainants through phone, email, or letter. The Information Officer supports teammates by researching topics and generating statistical reports.

This opportunity will appeal to people who enjoy working collaboratively to resolve complex individual issues. Successful candidates are analytical, detail-oriented, confidential, and empathetic.  

ABOUT YOU

Successful candidates will have the following:

  • Recent experience in a complaint intake role, and in providing information and referrals in a similar organization
  • Post-secondary education in social sciences or in a related field
  • Excellent verbal and written skills in both English and French
  • Ability to communicate effectively and efficiently with individuals at all levels
  • Ability to review and document complaints, assess jurisdiction, and identify and flag potential systemic issues
  • Proven ability to conduct research, review and analyze information, and summarize issues
  • Ability to multitask and prioritize a high-volume workload while responding appropriately to time-sensitive and serious issues
  • Experience using a complaints management database is considered an asset
  • Preference will be given to candidates with experience working with provincial government organizations including boards, tribunals and agencies  

Articling Student

Under the direction of Senior Counsel, the Articling Student is a member of the legal team responsible for a range of legal services, including legal advice and research, investigation of complaints, legal representation, policy development, and outreach.

This opportunity will appeal to students who want a hands-on articling experience making a meaningful contribution to the citizens of Ontario by promoting fairness, transparency and accountability within the public sector. Opportunities to work on complaints in French for bilingual candidates.

ABOUT YOU

Successful candidates will have the following:

  • Eligible to participate in the Law Society of Upper Canada Articling Program
  • Demonstrated interest and competency in Administrative Law
  • Balanced background including both paid and volunteer legal work
  • Superb interpersonal and analytical skills
  • Self-starter with a proven ability to work independently and within a team
  • Familiarity with social media and new technology is 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.

Human Resources Officer

As part of the human resources team, you will participate in developing and implementing a recruiting strategy, as well as sourcing and identifying exceptional future staff. With guidance from the Human Resources Manager, you will be accountable for managing the recruiting process from job posting to coordinating interviews to office orientation.

This opportunity will appeal to human resources professionals who thrive on sourcing talent within a professional corporate environment.

ABOUT YOU

Successful candidates will have the following:

  • Graduate or post-secondary program in social sciences, business, or human resources
  • 3 – 5 years experience with recent experience (within last 2 years) in professional and/or corporate environment
  • Demonstrated experience in developing and executing recruitment plans
  • Strong knowledge of human resources-related legislation and standards
  • Excellent communication, presentation, organizational and prioritizing skills
  • Effective project management skills

Manager - Early Resolutions

The Manager - Early Resolutions supervises the team responsible for taking, assessing, triaging, and responding to complaints from the public about Ontario provincial government organizations – the early resolution officers. The Manager directly supports the team, as well as the Director of Early Resolutions and the Director of Investigations, in managing workflow, planning strategic direction, and identifying cases for escalation. The Manager provides guidance on preparing documentation and responding appropriately to clients, as well as detects and analyzes complaint trends, and produces relevant statistics and reports. 

This opportunity will appeal to individuals who enjoy working directly with clients and assisting staff develop their expertise. Successful candidates are both analytical and empathetic, and thrive in a collaborative team environment, and in an office which offers opportunities to work on cases in both English and French. 

ABOUT YOU

Successful candidates will have the following:

  • Minimum of 2 years supervisory experience, preferably in complaints resolution
  • Proven ability to develop and manage employee skills and capabilities
  • Proven ability to use sound judgment and discretion when making decisions
  • Ability to bring innovative thinking to an issue, while working within a prescribed framework
  • Self-starter with a proven ability to work independently and with a team
  • Demonstrated ability to manage demanding workload, focusing on organizational priorities, and adapting to the changing needs of the department
  • Superior writing skills, communicating effectively and efficiently to clients and coworkers
  • 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 

Early Resolutions Officer

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.

ABOUT YOU

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 is an asset

Investigator

As an investigator with the Ombudsman of Ontario, you will report to the Director of Investigations or another member of management depending on assignment and be responsible for working both independently and within a team environment, to investigate complaints dealing with a diverse range of issues involving administrative fairness and maladministration in the services provided by a variety of governmental organizations. Opportunities to work on complaints in French for bilingual candidates. Position requires some travel.

Responsibilities include:

Investigations and Evidence Gathering

  • Review files and gather necessary information to identify relevant issues
  • Draft investigation plans for consultation and early identification of issues by assessing the scope and determining the methodology and techniques required to carry out a thorough and effective investigation
  • Conduct thorough and objective investigations, involving both individual and systemic issues with a focus on rigorous fact-finding, fairness, timelines and attention to detail
  • Coordinate list of people to be interviewed, communicate with complainants, government staff and witnesses and conduct on site interviews and inspections to gather evidence           
  • Plan and conduct thorough interviews using a variety of interviewing techniques and record statements using electronic recording equipment
  • Identify, obtain and review and analyze all documentation relevant to the investigation
  • Identify potential investigative barriers and recommend effective solutions 
 

Analysis and Reporting Writing

  • Review and analyze all evidence collected during an investigation, including identification and analysis of any legal/regulatory issues
  • Write detailed, high quality reports and correspondence setting out facts of a case cogently, objectively and accurately and in appropriate detail, followed by a well reasoned analysis and objective assessment of the evidence
  • Recommend appropriate steps to take following analysis of the evidence including proposed findings and recommendations
  • Write and/or assist in the preparation of high profile special investigation reports including findings, analysis and recommendations
 

Case Resolutions

  • Assess potential for early or alternative resolution of cases and take appropriate steps to facilitate resolution
 

Project and Case Management

  • Leads or participates as a team member on complex investigations from inception to completion, ensuring investigation is completed thoroughly and on time
  • Manages assigned files in accordance with organizational standards including meeting established timelines and deadlines
  • Uses case management system for data input and information retrieval

Systems Analyst

The programmer/system analyst maintains the operation of the Office’s information technology and communications systems and related telephone systems, including hardware and software, playing an important role in ensuring Ombudsman staff can assist clients quickly and efficiently. This position reports to the Manager of IT and Innovation. 

This position is responsible for the development, maintenance, documentation and support of the office’s networked systems, in a Mac-based environment. This position will liaise with contractors during the development and/or purchase of new hardware and software, ensuring projects are proceeding as planned and assisting in testing and implementation. This position will also be expected to provide basic instruction to staff on system solutions, including hardware and software, applications, and mobile devices. 

About You

Highlights of Responsibilities:

  • Safeguards the daily operation of information technology systems by monitoring performance, diagnosing issues and proactively developing solutions to systems and application related problems
  • Develops and maintains network and infrastructure, including servers, cabling, router and switches, firewalls, and wireless technology
  • Plans, co-ordinates and implements upgrades to systems and application software, including installation, configuration and testing
  • Oversees entire life cycle of technology infrastructure including hardware, software and the information housed by electronic systems
  • Works independently and with vendors on web-based systems design, migration, testing, development, deployment and decommissioning. Systems and services generally include databases, data-warehousing, data-marts, report generation, business intelligence and analytics (OLAP, OLTP, data mining, and dashboards, among others)
  • Monitors, controls and reports in a timely fashion on the progress of vendors, consultants and/or projects
  • Provides end user support including resolving application or hardware issues, working with contractors to develop training modules, and instructing/training users on programs and equipment
  • Recommends innovative solutions to improve existing IT framework and facilitate the work of the office

End User Support

In a busy, fast-paced office, technology is a crucial part of ensuring that operations run smoothly. Our skilled team of IT professionals works proactively to guarantee the system’s optimal functionality, and respond quickly and efficiently to user concerns.

As part of the IT team, you will be the first point of contact for staff, trouble-shooting problems and ensuring users have the equipment and knowledge required for daily tasks. The End User Support is a first-level support position and is responsible for responding to concerns and escalating issues. In addition, the End User Support co-ordinates the maintenance, service, and upgrades to telephone and copier equipment.

ABOUT YOU

Successful candidates will have the following:

  • Two years or more experience providing end user support
  • Demonstrated knowledge of various applications including Office for Mac, OSX, Windows 8, and FileMaker
  • Proven ability to translate guides and instruction manuals for users
  • Effective organizational skills
  • Experience addressing multiple priorities while proactively responding to issues
  • Strong interpersonal and communication skills to explain technical system problems and provide effective training to users
  • Demonstrated ability to work independently and meet changing timelines

Communications Officer

Communications and media relations are essential components of the Ombudsman’s work and vital elements in maintaining credibility with the public and a high degree of effectiveness in responding to complaints about provincial government services.  The Communications Officer provides a wide range of high-quality professional communications services as part of the Communications team in a busy office that maintains a high public profile, issues frequent public reports and deals with frequent requests from the media, as well as requests for speeches and presentations from the Ombudsman and his staff. 

About You

Successful candidates will have the following:

  • Media monitoring, research and analysis:  Monitors a wide variety of media sources including print, radio, television, online news sources and social media (with the assistance of outside monitoring services) on a continual basis to ensure that the Office is constantly up to date on relevant news and developments.
  • Media liaison:  Provides communications support for response to media inquiries as needed, including researching information to respond to media queries, where requested by managers.
  • Communications materials:  Researches material for, writes and edits a variety of communications materials including reports, press releases, backgrounders, videos, speeches, opening remarks, outreach materials and e-newsletters.
  • Internet, Intranet and social media: Contributes to the planning, design, regular administration, maintenance, monitoring and updating of information on the Ombudsman website, Intranet and social media sites.
  • Training and outreach activities and presentations:  Provides support and assistance in the organization of events, meetings, presentations and other activities.