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Created under the Excellent Care for All Act, Patient Ombudsman's role is to help resolve complaints from patients, residents and caregivers about their experiences in Ontario’s public hospitals, long-term care homes, home care services, and community surgical and diagnostic centres. Patient Ombudsman also investigates matters of public interest. We take the time to listen closely to all perspectives without taking sides. Our work aims to improve the system for everyone by shining a light on issues of concern. In accordance with ombuds principles, Patient Ombudsman acts independently of Ontario Health when undertaking its mandate, and we are committed to our values of respect, compassion, integrity and accountability. We do our work in service to a vision of a healthcare system where everyone is treated fairly.

Want to make a difference in your career?  Consider this opportunity. 

Reporting to the Manager, Investigations, the Investigator leads fair, thorough and timely investigations into complaints involving Ontario health sector organizations. Managing both individual and systemic matters, the role develops investigation plans, gathers and analyzes evidence, conducts interviews and inspections, and prepares clear, objective reports with well-reasoned findings and recommendations.

Here is what you will be doing:

Investigations

• Manage a varied caseload of sensitive, high-profile and time-critical individual and systemic investigations, balancing timeliness, fairness and attention to detail.
• Assess complaints and case files, identify key issues and risks, and develop proportionate investigation plans, methodologies and lines of inquiry.
• Gather, review and analyze relevant records and evidence; plan and conduct interviews, site visits and inspections with complainants, witnesses and health sector organization staff.
• Identify barriers to effective investigations, recommend practical solutions, and consult with the Manager and colleagues on strategy, resolution and escalation.
• Share investigative expertise through file reviews, quality-improvement activities and support to Early Resolution Specialists.

Analysis and Report Writing

• Evaluate evidence and relevant legal or regulatory considerations to develop impartial findings, recommendations and next steps.
• Maintain complete, accurate and objective investigation records in the case management system.
• Prepare clear, persuasive and accessible reports and correspondence that present the facts, analysis and evidence-based conclusions.

Communication

• Use active listening, sound judgment and advanced interviewing skills to obtain relevant information and navigate sensitive or emotionally charged situations.
• Communicate clearly, respectfully and professionally with complainants, health sector organizations, witnesses and other stakeholders across written, virtual, telephone and in-person channels.
• Collaborate with the Patient Ombudsman team, provide timely case updates, flag emerging challenges and seek guidance as needed.

Compliance

• Conduct work in accordance with applicable legislation, including the Excellent Care for All Act, Freedom of Information and Protection of Privacy Act, Ontario Human Rights Code, Health Care Consent Act and Occupational Health and Safety Act, as well as Patient Ombudsman policies and procedures.

Other Activities

• Protect personal and personal health information and maintain strict confidentiality.
• Contribute to learning, committees and special projects; coach colleagues and provide backup support to Early Resolution Specialists, as required.
• Perform other duties as assigned.

Here is what you will need to be successful: 

 

Education and Experience

• Post-secondary degree in health administration, public administration, law, alternative dispute resolution or a related field, or an acceptable combination of education and experience.
• A minimum of five (5) years of current experience conducting investigations in a similar type of organization, with proven experience in investigations and/or administrative oversight.
• A minimum of five (5) years of current experience working with case management or information management systems.

 

Knowledge and Skills

• Knowledge of Ontario’s public hospitals, long-term care facilities and/or home care sector.
• Proven ability to understand and interpret legislation, policies and procedures, with knowledge of administrative law, ombudsman investigations, relevant case law, the rules of natural justice, due process, and procedural and substantive fairness.
• Demonstrated ability to exercise sound judgment and integrity, remain independent and impartial, and analyze and identify issues without injecting opinion or acting as an advocate.
• Demonstrated experience in mediation and alternative dispute resolution, including effective problem-solving and facilitating resolutions.
• Demonstrated experience developing and executing investigation plans, supported by strong research and analytical skills to assess evidentiary relevance, identify risks and take appropriate steps to mitigate them.
• Proven ability to interview individuals at all organizational levels, using strong interpersonal skills and discretion to manage and diffuse emotionally charged situations.
• Excellent oral and written communication skills, with a demonstrated commitment to customer service and quality service delivery and the ability to work with and respond effectively to a diverse population.
• Self-starter with the ability to work independently and collaboratively, maintain effective professional working relationships, and manage multiple priorities while completing investigations quickly without compromising quality or objectivity.
• Proficient in Microsoft Office, case and information management systems, and office technologies.
• Valid Class “G” driver’s licence and demonstrated ability to drive a motor vehicle.
• Ability to travel to conduct interviews, gather evidence and complete inspections, and to attend meetings, events, training or conferences; occasional overnight travel is required.
• Ability to attend public hospitals, long-term care facilities and private homes to conduct interviews and inspections, including working independently and interacting with vulnerable people. Investigators must provide a Vulnerable Sector Police Reference Check within sixty (60) days of employment.

Location: Ontario Health (OH) welcomes applications from candidates across Ontario. Please note that this role follows an in-office work model, requiring employees to work from a designated, approved Ontario Health location.

Employment Type:

Permanent Full time

Contract Length:

N/A

Salary Band:

Band 5

External Application Deadline Date:

October 13, 2026