Current Opportunities

As part of the Early Resolutions team Children and Youth Unit, you’ll be the first contact for people coming to the Ontario Ombudsman’s office with complaints about children and youth and services provided by children’s aid societies (CAS) services, residential licensees, and secure treatment programs. Early Resolution Officers (EROs), Children and Youth, 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.

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

• An understanding of issues that children and youth experience related to children’s aid societies, residential licensees, and secure treatment

• 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 children or youth and those specifically 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 or broader public sector organizations responsible for the delivery of services to children and youth including relevant boards, tribunals, and agencies

• Familiarity with social media and new technology an asset

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.