EARLY RESOLUTION OFFICER Job Vacancy in l`Ombudsman de l`Ontario Toronto, ON – Latest Jobs in Toronto, ON

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Company Name : l`Ombudsman de l`Ontario
Location : Toronto, ON
Position : EARLY RESOLUTION OFFICER

Job Description : The Ombudsman is an independent, impartial Officer of the Legislature that resolves and investigates complaints about Ontario government organizations, broader public sector bodies, including municipalities, universities and school boards, child protection services, and compliance with the French Language Services Act (FLSA). The Ombudsman recommends solutions to individual and systemic administrative problems, and promotes fairness, accountability and transparency in the public sector as well as respect for French language service rights and the rights of children and youth.

What can I expect to do in this role?
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.

How do I qualify?
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.

Excellent knowledge of Francophone communities in Ontario, other Francophone key stakeholders as well as linguistic and cultural issues, to develop and manage relationships, partnerships and liaison initiatives with Francophone communities and support the Ombudsman and Commissioner’s interest in the enhancement and development of the Francophone population of Ontario.
Additional Information:
Address:
1 Bilingual Permanent, Toronto, Toronto Region, Criminal Record Check

Compensation Group: Excluded

Understanding the job ad – definitions
Schedule: n/a

Category: Inspections and Investigations

Posted on: Tuesday, March 22, 2022

Note:

This ad is also available in French.
This posting is for an organization that is not a part of the Ontario Public Service. The information and tips on the Ontario Public Service Careers website may not apply to this posting. Please use the contact information below to contact the organization directly if you have questions.
In accordance with the Ontario Public Service (OPS), Employment Screening Checks Policy (ESCP), the top candidate(s) may be required to undergo a security screening check. Refer to the above to determine the screening checks that are required for this position.

Required security screening checks along with your written consent, will be sent to the Transition and Security Office (TSO), Talent Acquisition Branch (TAB), HR Service Delivery Division (HRSDD) to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional employment screening checks that were not obtained directly by you.

A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The employment screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual’s employment screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Employment screening check records will be maintained by the TSO and kept strictly confidential.
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 Thursday, March 31, 2022 at 11:59 pm.
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.

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