Early Resolution Officer

The Ombudsman is an independent, impartial office of the Legislature that resolves and investigates public complaints about Ontario government organizations and municipalities, universities and school boards. The Ombudsman recommends solutions to individual and systemic administrative problems, and promotes fairness, accountability and transparency in the public sector.

What can I expect to do in this role?

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.

How do I qualify?

Mandatory

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 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. You will have the opportunity to directly resolve individual problems, as well as participate in broader investigations which contribute to systemic change and improved public policy and administration.

How to Apply

Interested candidates are invited to apply by visiting the careers page of our website: Office of the Ontario Ombudsman

Accommodation will be provided in accordance with the Ontario Human Rights Code.

All applications must be received by August 25, 2017 at 11:59 pm.


Please Note: Only applicants selected for an interview will be contacted. Moving expenses will not be paid. This is a unionized position. Starting salary for this position is $67,238/year.

Collection of Information

Your personal information is being collected and will be used to determine your qualifications for employment with the Ontario Public Service, and for recruitment modernization initiatives. OPS Careers is an authorized common service in accordance with s. 6 of the Ministry of Government Services Act, R.S.O. 1990, c. M.25 and this collection of personal information is necessary to the proper administration of OPS Careers.

Please do not provide more personal information than what is asked of you. For example, do not include your social insurance number, photograph, or banking information, etc. with your application. We strongly encourage you not to provide us with information beyond that which is requested in the job posting.

If you have any questions about the collection, use, disclosure, or retention of your personal information, please contact us.

All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions as applicable from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee's exit will be considered prior to an offer of employment.

Remember: The deadline to apply is Friday, August 25, 2017 11:59 pm EDT. Late applications will not be accepted.

We thank you for your interest. Only those selected for further screening or an interview will be contacted.