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Thank you for your interest in the Ontario Public Service.
Early Resolutions Officer
Organization:
Ombudsman Ontario
Language of Position(s):
English
Job Term:
1 Permanent, 1 Temporary Position up to 12 months
Job Code:
OMB/65525 - Early Resolutions Officer
Salary:
$71,792.00 - $89,740.00 Per Year
The Ombudsman is an independent, impartial Officer of the Legislature that resolves and investigates complaints about Ontario government organizations, broader public sector bodies, including municipalities, universities and school boards, child protection services, and compliance with the French Language Services Act (FLSA). 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.
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.
What can I expect to do in this role?
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?
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 related to provincial government organizations including boards, tribunals and agencies.
- Familiarity with social media and new technology is an asset.
Additional Hiring Information:
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.
We are hiring both permanent and contract positions.Our recruitment practices reflect the Ontario Ombudsman's continuing goal of encouraging a diverse and inclusive workplace. Accommodations will be provided in accordance with the Ontario Human Rights Code.
Interested candidates are invited to apply by visiting the careers page of our website:
www.ombudsman.on.ca/what-we-do/careers/current-opportunitiesPlease Note: Only applicants selected to participate in the recruitment process will be contacted. Moving expenses will not be paid. This is a unionized position.
Additional Information:
Address:
- 1 English Permanent, Toronto, Toronto Region, Criminal Record Check
- 1 English Temporary, duration up to 12 months, Toronto, Toronto Region, Criminal Record Check
Compensation Group:
Excluded
Schedule:
n/a
Category:
Inspections and Investigations
Posted on:
Monday, January 16, 2023
Note:
- This posting is for an organization that is not a part of the Ontario Public Service. The information and tips on the Ontario Public Service Careers website may not apply to this posting. Please use the contact information below to contact the organization directly if you have questions.
- In accordance with the Ontario Public Service (OPS), Employment Screening Checks Policy (ESCP), the top candidate(s) may be required to undergo a security screening check. Refer to the above to determine the screening checks that are required for this position.
Required security screening checks along with your written consent, will be sent to the Transition and Security Office (TSO), Corporate Talent Programs Branch, Talent and Leadership Division to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional employment screening checks that were not obtained directly by you.
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 employment 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 employment screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Employment screening check records will be maintained by the TSO and kept strictly confidential.
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, January 27, 2023 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.
