Competition Status: Position Filled
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We have completed the recruitment process and successfully hired the top candidate into the position.
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Thank you for your interest in the Ontario Public Service.
Manager Customer Service
Organization:
Ministry of the Attorney General
Division:
Social Justice Tribunals Ontario - Landlord and Tenant Board
Language of Position(s):
English
Job Code:
M0709B - Legal/Regulatory13
Salary:
$63,515.00 - $88,799.00 Per Year
The Social Justice Tribunals Ontario (SJTO) is a cluster of eight adjudicative tribunals with a mandate to resolve applications and appeals brought under nine statutes relating to child and family services oversight, youth justice, compensation for victims of violent crime, human rights, residential tenancies, disability support and other social assistance, and special education.
Consider this position within SJTO at the Landlord and Tenant Board where you will manage the day-to-day operations of an assigned office to ensure service excellence in the provision of a range of services. These services include comprehensive inquiry services, case management, hearings and applications processing in support of the Landlord and Tenant Board (LTB) mandate.
What can I expect to do in this role?
In this position, you will:
• ensure adherence to standards for consistent service and organizational excellence by ensuring that landlords and tenants are informed about their rights and obligations under the Residential Tenancies Act
• develop and communicate strategies and plans for new and improved models, systems and best practices (i.e. scheduling, case management, streamlining of processes and new technologies)
• provide expertise in the resolution of customer service issues including the interpretation and application of legislation, direct support to the adjudicative process
• develop, implement and communicate local administrative systems and standards, tools and operational procedures to ensure consistency in service delivery throughout the Region
• manage assigned staff within the Customer Service Team
How do I qualify?
Management, Leadership and Project Management Skills:
• you can manage a team of staff at various levels, evaluate performance and participate in labour relations matters
• you can plan, organize and set work priorities and standards
• you can manage projects and manage deadlines and competing interests
Customer Service and Relationship Management Skills:
• you have demonstrated expertise in the resolution of customer service issues including the interpretation and application of legislation
• you can direct support to the adjudicative process including involvement in the timely scheduling of hearings, facilities set up and security
• you can direct support in the resolution of customer complaints
Technical Knowledge and Skills:
• you have knowledge of procedural techniques, the mediation and adjudication process within an adjudicative agency
• you understand the administrative justice system, the jurisdiction and mandate of the LTB under the Residential Tenancies Act
• you have knowledge of human resources management best practices, processes and program
• you have knowledge of case management methods and best practices to manage case management processes and systems
Communication and Presentation Skills:
• you can provide briefings and prepare various materials including operational procedures, standards, tools, training and planning materials
• you can prepare and deliver presentations to staff and management
Additional Information:
Address:
- 1 English Permanent, 150 Dufferin Ave, London, West Region, General Screening Requirement
Compensation Group:
Management Compensation Plan
Schedule:
6
Category:
Management and General
Posted on:
Monday, November 27, 2017
Note:
- In accordance with the Ontario Public Service Employment Screening Checks Policy, the top candidate(s) may be required to undergo a security screening check. Please refer to the Additional Information / Address section above to determine the screening checks that are required for this position.
You will be responsible for obtaining the criminal record check at your own expense and provide it, along with your written consent, to the Transition and Security Office (TSO), HR Service Delivery Division to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional screening checks as indicated in the Additional Information / Address section above that were not obtained directly by you. (Note: If a Vulnerable Sector Screening/Check is required, it must also be obtained in person at your local police service.)
A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual's screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Screening check records will be maintained by the TSO and kept strictly confidential. - T-AG-114630/17
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 Monday, December 11, 2017 11:59 pm EST. Late applications will not be accepted.
We thank you for your interest. Only those selected for further screening or an interview will be contacted.
All Ontario Public Service external job advertisements are posted in English and French. To confirm the language requirements of a job, check the "language of position" information at the top of each job ad. For all positions, candidates will be assessed in English, the business language of the Ontario Public Service. For English/French designated bilingual positions, candidates will also be assessed through French-language proficiency testing.
Toutes les offres d'emploi externes de la fonction publique de l'Ontario sont affichées en anglais et en français. Pour connaître les exigences linguistiques, vérifiez les renseignements sur la « langue du poste » figurant dans le haut de chaque offre d'emploi. Pour tous les postes, l'évaluation des candidates et candidats se fera en anglais, la langue usuelle de la fonction publique de l'Ontario. En ce qui concerne les postes désignés bilingues, la maîtrise du français des candidates et candidats sera également évaluée.
