Organizational Structure
The Ombudsman’s office employs about 80 staff. The following provides an overview of the various teams and how they work.
Special Ombudsman Response Team (SORT): SORT is tasked with conducting extensive field investigations into complex, systemic, high-profile cases. SORT works in collaboration with the Ombudsman’s operations team and investigators are assigned to SORT on the basis of their specific abilities and areas of expertise.
Operations: The operations team, led by the Deputy Ombudsman, includes an early resolutions team and an investigations team. The early resolutions team operates as the office’s front line, taking in complaints, assessing them and providing advice, guidance and referrals. Early resolution officers use a variety of conflict resolution techniques to resolve complaints that fall within the Ombudsman’s jurisdiction. The investigations team is comprised of experienced investigators who conduct issue-driven, focused and timely investigations of both individual and systemic complaints.
Legal Services and Human Resources: This team, led by the office’s senior counsel, supports the Ombudsman and his staff, overseeing human resources, ensuring that the office functions within its legislated mandate and providing expert advice in support of the resolution and investigation of complaints. Members of the team play a key role in the review and analysis of evidence during investigations and the preparation of reports and recommendations.
Communications: In addition to publishing the Annual and SORT reports, as well as maintaining the office’s website and overseeing outreach activities, the communications team provides support to the Ombudsman in media interviews, press conferences, speeches, and public statements on the results of investigations.
Corporate and Administrative Services: The Corporate and Administrative Services team provides support in the areas of finance, administration and information technology.