Early Resolutions Officer
End User Support
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
Read the full job description
Accommodation will be provided in accordance with the Ontario Human Rights Code. This is a unionized position. New hires will be paid at the starting rate of $62,971.
All applications must be received by 5 p.m. on Jan. 2, 2015.
Please Note: Only applicants selected for interview will be contacted. Moving expenses will not be paid.
Reports To: Manager, IT and Innovation
Salary Range: $52,028 – $65,035
As an independent Officer of the Legislature, the Ontario Ombudsman sees his role as “humanizing government”. The Ombudsman’s team resolves issues through early resolution and investigation, and handled close to 27,000 complaints last year about provincial government organizations. From increased newborn screening to enhanced security of Ontario’s lotteries to access to cancer drugs, the Ombudsman’s work has resulted in positive systemic change benefitting millions of Ontarians.
In a busy, fast-paced office, technology is a crucial part of ensuring that operations run smoothly. Our skilled team of IT professionals works proactively to guarantee the system’s optimal functionality, and respond quickly and efficiently to user concerns.
As part of the IT team, you will be the first point of contact for staff, trouble-shooting problems and ensuring users have the equipment and knowledge required for daily tasks. The End User Support is a first-level support position and is responsible for responding to concerns and escalating issues. In addition, the End User Support co-ordinates the maintenance, service, and upgrades to telephone and copier equipment.
This opportunity will appeal to systems professionals who want to work in an innovative environment delivering outside-the-box solutions. Successful candidates will be technically savvy, people-oriented, and operationally-focused.
Successful candidates will have the following:
· Two years or more experience providing end user support
· Demonstrated knowledge of various applications including Office for Mac, OSX, Windows 8, and FileMaker
· Proven ability to translate guides and instruction manuals for users
· Effective organizational skills
· Experience addressing multiple priorities while proactively responding to issues
· Strong interpersonal and communication skills to explain technical system problems and provide effective training to users
· Demonstrated ability to work independently and meet changing timelines
This is a unionized position. New hires will be paid at the starting rate of $52,028.
Accommodation will be provided in accordance with the Ontario Human Rights Code. All applicants must be received by 5 p.m. on Friday, January 9.