Job Type & Hours: Temporary Full-time (36.25 hours per week)
Hiring Range: 85,531 - 106,915 CAD
Union Affiliation: COPE
Posting Period: Posted until filled
Vacancy Status: This posting is for an existing vacancy in our office.
About the roleAs an Early Resolution Officer (ERO), you will be the first point of contact for receiving and addressing complaints. EROs triage and analyze complex cases to identify issues clearly, determine how to resolve complaints, frame issues for escalation, and provide regular reports to senior management.
Each ERO manages a caseload of files, conducts research, makes inquiries, and assists with trend analysis to identify complaint patterns and potential systemic issues. In addition to receiving complaints by email and letter, EROs take complaints over the phone and in person, sometimes dealing with complainants who may require unique accommodation or may be frustrated and distressed by their experience with different government organizations.
Key Responsibilities include, but are not limited to:- Receive and assess complaints for early resolution of cases; take appropriate steps to facilitate resolution and/or obtain relevant information/documentation for review
- Assess complaints to determine whether issues can be dealt with within the Ombudsman's mandate; clearly and effectively communicate the rationale verbally and in writing
- Triage complaints, prioritize and identify next steps for resolution or investigation
- Draft interview plans and case assessments involving both individual and systemic issues with a focus on detailed fact-finding, fairness, timelines, and attention to detail
- Write and/or assist in the preparation of high-profile special investigation reports including findings, analysis and recommendations.
What you will bringKnowledge and experience:- University or post-secondary degree in a field such as law, psychology, political science, public administration, social work, criminal justice
- Minimum two years' experience providing intake and complaint-handling services in provincial government organizations, including boards, tribunals and agencies, or in the municipal, university or school board sectors
- Experience providing service to members of the public, including underserved and marginalized populations
- Proven ability to interview members of the public and public sector officials at all organizational levels
- Working knowledge of provincial government organizations, municipalities, universities, or school boards, as well as knowledge of the Ombudsman Act, Ombudsman Ontario jurisdiction, the government and its structures
- Demonstrated experience preparing reports dealing with individual and systemic issues
- Experience generating evidence-based and practical solutions to address complaints and persuading parties to adopt a course of action
- Proficiency in oral and written communication in English and is required; proficiency in oral and written communication in French is an asset
Required skills and competencies:- Strong analytical skills and the ability to impartially and objectively assess relevant evidence.
- Ability to research, review and apply relevant legislation, regulations and policy.
- Strong interpersonal skills, including the ability to deal with emotionally charged situations and vulnerable complainants
- Excellent organizational, caseload and time management skills to resolve issues quickly with an effective and thorough analysis.
- Ability to work independently with minimal supervision
- Ability to work effectively in a team-based environment, and be open to consultation and collaboration in determining appropriate strategies for complaints and inquiries
- Proactive and innovative, with an ability to find creative solutions to improve quality of service
- Capable of handling confidential, sensitive and personal information using good judgement and discretion.
Additional Requirements- Eligibility to Work in Canada: Candidates must be eligible to work in Canada.
- On-Site / Hybrid Work Requirement: This role is based in our Toronto office at 483 Bay Street. Hybrid work arrangements are supported, with an expectation of regular and ongoing on-site presence.
