Early Resolution Officer
The Ombudsman is looking for a tech-minded communications and social media expert who’s connected, keen and thinks differently. Does this sound like you?
· Live and breathe social media
· Are conversant in English, French and HTML
· Have excellent writing, editing and webmastering skills
· Consider #onpoli a major news source
· Manage and monitor digital communities for work and fun
· Have a passion for open government and public service
· Can translate a complex idea into 140 characters in 60 seconds or less
· Have a background in digital communications, journalism and/or government
· Know how to build something good into something great
· Are always looking for new ways to reach the public
· Built the world’s first Ombudsman following on social media
· Handle hundreds of news media requests per year
· Produce print products, videos, photos, web and mobile sites, speeches and slide presentations – all in English and French, and almost all in-house
· Keep our followers, stakeholders and staff informed and connected
· Network with and train ombudsmen and other watchdogs across the globe
· Work in a progressive, fast-paced, and all Apple environment
This is a one-year term position with the potential to become permanent. The position reports to the Communications Director and is managed by the Assistant Manager, Communications.
The main areas of responsibility for Communications Officers are maintaining the Ombudsman’s website, intranet and social media presence, monitoring news and social media, producing communications materials (print, digital, video), and supporting outreach activities (speeches, public events) in English and French.
This position will:
· Have particular responsibility for monitoring, analyzing and generating content for social media, the website and mobile site, and digital communications
· Act as the Ombudsman’s eyes and ears in the digital space, flagging comments and complaints
· Serve as an internal resource for Ombudsman staff in social media and Internet use
· Identify and provide creative ways to engage and encourage followers
Applicants must have:
· A post-secondary degree in communications, journalism or a related field
· At least three years’ work experience that includes working with websites, digital communications, social media/community management as well as traditional communications/media relations
· Knowledge of major social media platforms, website management and UX, and analytics tools
· Strong communications skills and the ability to multitask
HOW TO APPLY:
Please include a cover letter with your résumé, describing:
· What makes you a great digital communications specialist
· Your competency in French
· Your specific experience/achievements in digital communications
· Any particular tech skills that set you apart
Accommodation will be provided in accordance with the Ontario Human Rights Code.
All applicants must be received by end of day on August 1, 2014 at 5:00 pm.
Please Note: Only applicants selected for an 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/year.
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 or
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 August 8, 2014.
Please Note: Only applicants selected for interview will be contacted. Moving expenses will not be paid.