Current Opportunities

Early Resolutions Officer - French Language Services Unit

As part of the Early Resolutions team, you will be the first contact for people coming to the Ontario Ombudsman’s office, French Language Services Unit with complaints about the delivery of governmental services in French as described in Ontario’s French Language Services Act.

Early Resolution Officers (EROs), French Language Services, 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. Complaints are received through email, phone and letter.  EROs use their active listening and interviewing skills to take complaints over the phone and in person. At times, complainants may require special accommodation, or who may be frustrated and distressed by their experience with the government.

This opportunity will appeal to people who are keen to develop innovative solutions supporting individual rights identified in the French Language Services Act while respecting existing processes and procedures. Successful candidates are both analytical and empathetic, and enjoy working independently as well as collaboratively.
 

ABOUT YOU

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 related field

  • Proficiency in oral and written communication in both English and French languages at the superior level.

  • 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 which includes researching the relevant legislation, regulations and policy

  • Demonstrated ability to communicate with individuals who are distressed, emotionally distraught or who may require special accommodation

  • Excellent verbal and written skills at a superior level to communicate effectively and efficiently with individuals at all levels. Successful candidates’ proficiency will be evaluated.

  • Self-starter with a proven ability to work independently and with a team

  • Knowledge or experience working with provincial government organizations or broader public sector organizations

Some travel may be required. Our recruitment practices reflect the Ontario Ombudsman’s continuing goal of encouraging a diverse and inclusive workplace.  Accommodations will be provided in accordance with the Ontario Human Rights Code.

All applications must be received by 11:59 pm on Friday, April 17, 2020.

Please Note: Only applicants selected to participate in the recruitment process will be contacted. Moving expenses will not be paid. This is a unionized position.

Administrative Assistant

The Administrative Assistant will provide administrative support to the Early Resolutions Managers and their staff and, serves as back up to the Records and Archives Technician and Receptionist.  Responsibilities will include opening complaints, drafting and sending correspondence, data entry, coordinating and supporting meetings, organizing travel and/or accommodation arrangements, conference registration, maintaining supplies and equipment, and various scheduling duties.
 

About you

Successful candidates will have the following:

  • A minimum of two years’ experience as an Administrative Assistant providing support at the managerial level in a similar organization

  • Working knowledge of drafting and formatting correspondence in Microsoft Word, setting up, tracking data, and manipulating Microsoft Excel spreadsheets, preparing and editing presentations in Microsoft Power Point

  • Attention to detail with strong editing and proof reading skills

  • Experience working in and providing support within a professional environment

  • Hands-on experience working with an information database

  • Ability to prioritize work and multitask

  • Takes pride in the efficient functioning of a team and department

  • Ability to problem solve typical office environment issues

  • Knowledge of government organizations and their administrative processes

  • Ability to communicate orally and/or in writing in French will be 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 provide support to the organizational mandate which contributes to systemic change and improved public policy and administration for Ontarians.

Our recruitment practices reflect the Ontario Ombudsman’s continuing goal of encouraging a diverse and inclusive workplace. Accommodations will be provided in accordance with the Ontario Human Rights Code.  

All applications must be received by 11:59 pm on Thursday, April 30, 2020.

Please Note: Only applicants selected for an interview will be contacted. Moving expenses will not be paid. This is a unionized position. Starting salary for this position is $47,941/year.

Director, Special Ombudsman Response Team (SORT)

The Director, Special Ombudsman Response Team (SORT) is a key member of the Ontario Ombudsman’s Executive Management Team (EMT), providing investigative expertise, leadership, high-level strategic advice and critical management support to the Ombudsman and Deputy Ombudsman in the fulfillment of the Ombudsman’s mandate. In addition, the Director represents the Ombudsman in high-level discussions with senior government and agency officials up to and including at the Deputy Minister level, to address problems identified in individual and systemic complaint reviews and investigations. The Director also provides training internally and on behalf of the Office on the methodology for investigations and related issues.
 
The position is responsible for the leadership and direction of the Special Ombudsman Response Team, which conducts systemic investigations focused on maladministration and fairness issues that affect the public trust in institutions. The Director of SORT ensures that all investigations conducted by the team follow the methodology developed by the Office and meet its high quality standards related to thoroughness, investigative integrity and impartiality. The Director is responsible for identifying and elaborating strategies to deal with all issues and challenges that may arise during the course of complex and systemic investigations, including resistance and lack of co-operation.
 
The Director works in collaboration with other directors and senior managers across the organization in setting and implementing organizational strategy, providing guidance and direction on the conduct of investigations and enabling the Ombudsman to make recommendations and report on issues of significant interest to the Ontario public.
 
The Ombudsman’s Office has grown over the past year, with the broadening of its oversight mandate to include children and youth in care and French language services. These additions create great opportunity to broaden the reach for SORT and the issues that the team is asked to investigate. Within this context, the Director oversees all investigations conducted by SORT, including pre-investigative and assessment work, drafting investigation plans and executing them, as well as producing reports and co-ordinating follow-up on the Ombudsman’s recommendations.

 

About the Special Ombudsman Response Team (SORT)

Created in 2005, SORT was designed to handle the most complex, systemic and high-profile investigations that the Ombudsman undertakes. These investigations follow a thorough evidence-based assessment process and are meticulously planned to conform to the principles of excellent investigations for which the Office is renowned. For the past 15 years, SORT has led dozens of significant investigations, resulting in Ombudsman recommendations that have prompted widespread government reforms, benefiting millions of Ontarians through improved services, reduction of waste, and even saving lives. Some of these changes include enhanced de-escalation training for police, improved screening of newborn babies for preventable diseases, better access to drug funding, overhauls of lottery ticket retailing and property tax assessment, and more supports for adults with developmental disabilities. The Ombudsman’s office also handles thousands of complaints about municipalities and school boards, promoting accountability and transparency at the local government level.

 

About You

The Director will be someone who can maintain SORT’s reputation for excellence in the calibre of investigations and reports, as well as the impact of its work. With extensive investigative experience, strong diplomatic skills, tact, and excellent communication and writing skills, the Director will build credibility and maintain strong working relationships with internal and external stakeholders, and function as a direct representative of the Ombudsman. The successful candidate must have demonstrated an excellent work ethic, creativity, innovation, superior judgment, discretion and loyalty, as well as honesty and integrity, and the ability to maintain effective and professional working relationships within senior levels of an organization and/or government.
 
Experience and Qualifications:

  • University degree in social sciences or related field, or an acceptable combination of education and experience.

  • Experience in directing investigations in an oversight or similar type body and in managing teams of investigators (minimum 5 years).

  • Experience in planning and executing systemic investigations and developing reports and recommendations (minimum 10 years).

  • Experience in directing the delivery of services and programs to the public.

  • Flexible and effective management and communications styles, and creativity in seeking solutions to problems and in developing ways to improve services to the Office’s constituents.

  • A thorough appreciation of the techniques and methodologies used in administrative investigations, as well as the role and function of a classical or executive model of Ombudsman.

  • Experience in planning, conducting and evaluating investigations.

  • In-depth knowledge of provincial government departments, boards, agencies, commissions and tribunals, as well as the machinery of government including applicable accountability and management frameworks.

  • Detailed working knowledge of the theories and principles applicable to complaints resolution and methodology for executing investigations in an administrative oversight environment.

  • Knowledge of the Ombudsman Act and the role and function of the Ombudsman of Ontario.

  • Ability to communicate and work in French is considered an asset.

  • A combination of experience and academic qualifications will be considered.

Early Resolution Officer

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.
 

About you

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 related to provincial government organizations including boards, tribunals and agencies

  • Familiarity with social media and new technology is an asset

NOTE: If you experience technical difficulties with the link above, please submit your resume to careers@ombudsman.on.ca.

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. 

We are hiring both permanent and contract positions.

Our recruitment practices reflect the Ontario Ombudsman’s continuing goal of encouraging a diverse and inclusive workplace.  Accommodations will be provided in accordance with the Ontario Human Rights Code.

All applications must be received by 11:59 pm on Friday, April 17, 2020.

Please Note: Only applicants selected for interview will be contacted. Moving expenses will not be paid. This is a unionized position. Starting salary for this position is $69,681/year.

Investigator - Children & Youth Unit

Investigators in the Children and Youth Unit at the Ontario Ombudsman are responsible for both leading and working as a team on various investigative files relating to services provided by children’s aid societies (CAS) and residential licensees. As an investigator, you will be accountable for investigations from inception to completion, which includes identifying issues, interviewing witnesses, and gathering and analyzing information, as well as writing clear and comprehensive reports. Your work will play a crucial role in the development of the Ombudsman’s recommendations to promote respect for the rights of children and youth and improve services in the child protection system.

This opportunity will appeal to investigators who are keen to be part of a world-class investigations team that deals with administrative fairness and maladministration issues affecting the rights of children and youth.

 

ABOUT YOU

Successful candidates will have the following:

  • University degree in a field such as law, psychology, political science, public administration or an equivalent combination of education, training and experience

  • Preference given to those with 2 or more years experience in conducting investigations in an administrative oversight or similar field

  • Demonstrated experience in developing and executing investigation plans

  • Well-developed research and analytical skills

  • Experience preparing well-written, detailed reports

  • Working knowledge of the Child, Youth and Family Services Act, Ombudsman Act, Ombudsman Ontario jurisdiction, government and its structures

  • Working knowledge of the child protection system in Ontario, as well as provincial government organizations, boards and agencies relevant to children and youth in Ontario

  • Proven ability to interview children and youth, as well as individuals at all organizational levels, as well as strong interpersonal skills, including the ability to manage and defuse emotionally-charged situations

  • Ability to exercise good judgement and common sense, and is accountable for decisions

  • Capacity to work effectively in a team-based environment, and be open to consultation and collaboration in determining appropriate solutions for complaints and inquiries

  • Demonstrated commitment to quality in service delivery and application of administrative fairness

NOTE: If you experience technical difficulties with the link above, please submit your resume to careers@ombudsman.on.ca.

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.

Our recruitment practices reflect the Ontario Ombudsman’s continuing goal of encouraging a diverse and inclusive workplace. Accommodations will be provided in accordance with the Ontario Human Rights Code.

All applications must be received by 11:59 pm on Monday, April 6, 2020.

Please Note: Only applicants selected to participate in the recruitment process will be contacted. Moving expenses will not be paid. This is a unionized position. Starting salary for this position is $78,969/year. Any individual hired will need to submit a vulnerable sector check.