Apply By: Friday, January 5, 2018 11:59 pm EST
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EARLY RESOLUTION OFFICER

Organization:
Ombudsman Ontario
Division:
Operations
City:
Toronto
Job Term:
1 Permanent
Job Code:
Band 6 / B - Early Resolution Officer
Salary:
$67,238.00 - $84,048.00 Per Year
Posting Status:
Open
Job ID:
116124
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?

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

How to Apply:

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.

Interested candidates are invited to apply by visiting the careers page of our website: https://www.ombudsman.on.ca/About-Us/Careers/Current-Opportunities.aspx

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

All applications must be received by January 5, 2018 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.

Additional Information:

Address:
  • 1 Permanent - Full Time, 483 Bay Street, Toronto, Toronto Region, General Screening Requirement
Compensation Group:
Canadian Office & Professional Employees Union
Schedule:
Category:
Legal Services
Posted on:
Tuesday, December 5, 2017
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 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.
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 5, 2018 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.

Job advertisements for positions that have been designated bilingual will be provided in both English and French on the website. Positions that are not designated bilingual are not translated and are displayed in English only on both the English and French versions of the website.

Les annonces d'emploi pour les postes désignés bilingues sont publiées en anglais et en français sur le site Web. Les annonces pour les postes qui ne sont pas désignés bilingues ne sont pas traduites et elles figurent en anglais seulement, tant dans la version française que dans la version anglaise du site.

The Ontario Public Service is an inclusive employer.
Accommodation is available under the Ontario Human Rights Code.
Note: The only website where you can apply on-line for positions with the Ontario Public Service is http://www.gojobs.gov.on.ca

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