Position Title: Early Resolutions Officer
File #: 15/16-03 (Contract – 12 months)
Reports To: Assistant Manager, Early Resolutions
Salary Range: $62,971 to $78,715
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.
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 is an asset
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.
Read the full job description
Accommodation will be provided in accordance with the Ontario Human Rights Code. All applicants must be received by end of day on August 14, 2015 at 5:00 pm.
Please Note: Only applicants selected for interview will be contacted. Moving expenses will not be paid. This is a unionized position. New hires will be paid at the starting rate of $62,971.
Legal Student - Summer
File #: 15/16 - 18 (May to August)
Reports To: Senior Counsel
Salary Range: $18.40/hour
As an independent Officer of the Legislature, the Ontario Ombudsman sees his
role as “humanizing government”. In 2013-2014, his office handled some 27,000
complaints from the public about provincial government problems, through early
resolution and investigation. From increased newborn screening to enhanced
security of Ontario’s lotteries to access to cancer drugs to uncovering a customer
service disaster at Hydro One, the Ombudsman’s work has resulted in positive
systemic change benefitting millions of Ontarians.
Under the direction of Senior Counsel, the Summer Law Student will have the
opportunity to support initiatives that resolve systemic and individual issues for
the citizens of Ontario. This work can include legal research and writing, and
assisting our legal team with complex cases.
This opportunity will appeal to individuals who are intrigued by working in the
public service. Successful candidates are those who enjoy collaborating with
others while working independently to fulfill their responsibilities.
Successful candidates will have the following:
• Successful completion of the second year of law school
• Demonstrated interest and competency in public service, administrative, education and/or municipal law
• Legal experience in either a paid or volunteer capacity
• Demonstrated experience researching legal issues using a variety of sources
• Superb interpersonal and analytical skills
• Self-starter with a proven ability to work independently and within a team
• Familiarity with social media and new technology is an asset
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.
Forward your application that includes resume, covering letter, and law school
transcript, to firstname.lastname@example.org.
Accommodation will be provided in accordance with the Ontario Human Rights
Code. All applications must be received by 5:00 pm on August 24, 2015.
We thank all applicants for their interest; only candidates selected for an
interview will be contacted.
Please Note: Moving expenses will not be paid.
We’re proud to be an office of dedicated, hard-working professionals who are motivated by social justice and procedural fairness within the public sector.
We look for people who:
· Possess a strong foundation in their chosen field and are open to learning and employing new ways of working
· Can think innovatively within a structured framework, respecting existing processes and procedures
· Are capable of multitasking, working through the finer details while still seeing the big picture
· Have excellent verbal and written skills, and the ability to communicate effectively and efficiently with individuals at all levels
· Have strong analytical and interpersonal skills, and enjoy working independently