AMENDMENT: Closing date extended due to OPS Careers system outage.
AMENDMENT: Closing date extended in observance of the National Day for Truth and Reconciliation.
Are you looking for an opportunity to showcase your ability to resolve disputes and your strong analytical and organizational skills? If so, consider this challenging opportunity with the Ministry of Housing, Corporate Services Branch, Rental Housing Enforcement Unit, as a Compliance/Customer Services Officer.
OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism:
We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.
We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.
Visit the
OPS Anti-Racism Policy and the
OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.
We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's
Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.
What can I expect to do in this role?
In this role, you will:
• review complaints from the public, landlords and tenants
• conduct the intervention and compliance process by interviewing complainants, alleged offenders and their agents/lawyers
• encourage compliance among landlords, tenants and other parties
• provide procedural information and assistance through a call centre operation and respond to inquiries in person and in writing
• administer complaint files by ensuring completeness and accuracy of data
How do I qualify?
Technical Knowledge
You have:
• ability to interpret and apply relevant policies, procedures, regulations and legislation (example: Residential Tenancies Act, Landlord and Tenant Board procedures, Freedom of Information and Protection of Privacy Act) to various situations and explain interpretations, application and rationale to the public
• knowledge of computerized databases for case management
• knowledge of word processing and other software applications to compose correspondence and produce reports, make database inquiries and consolidate and manage information
Analytical and Reasoning Skills
You have:
• demonstrated strong analytical, reasoning and client communication skills to listen to inquiries and complaints, establish and assess facts relevant to complaints and inquiries, and provide options to clients
• ability to assess compliance and conduct intervention/compliance procedures with parties involved in a complaint to resolve issues
Negotiation, Interpersonal and Conflict Management Skills
You have:
• strong negotiation, interpersonal and conflict management skills to resolve alleged offences with landlords, tenants and other parties in a friendly and customer-focused manner within confines of specific legislation and standards
• ability to deal with individuals from a variety of backgrounds under stressful situations
• strong interpersonal skills to participate in a team-based call centre environment
Planning and Organizational Skills
You have:
• strong planning and organizational skills to assess urgency and set priorities for cases among a large number of assigned files
• ability to manage a high volume of calls and related case work and handle competing demands
Communication Skills
You have:
• excellent verbal and written communication skills to discuss issues with clients and ability to gather and research information, educate alleged offenders, prepare cases and provide authoritative advice
• ability to prepare correspondence, statements, compliance and intervention letters and reports on program issues
