Bilingual Early Resolutions Officer - Toronto, Canada - Office of the Ontario Ombudsman

Office of the Ontario Ombudsman

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Division & Section:
Children &Youth

Job Type & Hours:
Full-time - Permanent with 36.25 hours per week

Salary:
$72,500 - $93,992

Union Affiliation:

AMAPCEO

Open positions: 1

Posting Period:
March 17, 2023 to April 30, 2023

About the role:

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

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.

Responsibilities:

Assesses complaints to determine whether issues can be dealt with within the Ombudsman's and the Children and Youth Unit's mandate using an issuebased analysis, and clearly and effectively communicates the rationale for this assessment verbally and in writing where required
Triages complaints, prioritizes and identifies next steps to attempt resolution
Reviews and analyzes complaints and identifies and frames issues for followup in an objective and impartial fashion
Prepares cases summaries for use in the Ombudsman's Annual Report or for other purposes
Summarizes complaint information and/or the results of trends analyses for the purpose of briefing management and/or to assist in responding to media and other inquiries
Other duties related to the role could be required.

Knowledge and experience:

University or postsecondary degree in a field such as law, psychology, political science, public administration, social work, criminal justice
Minimum two years of experience providing intake and complainthandling services in a similar organization
Proven ability to work in both English and French, with French language skills (oral and written) at advanced level or above
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
Demonstrated ability to communicate with children or youth and specifically those who are distressed, emotionally distraught or who may require special accommodation
Selfstarter with a proven ability to work independently and with a team

Required skills and competencies:

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
Strong interpersonal skills, including the ability to deal with emotionally charged situations and vulnerable complainants
Excellent organizational, caseload and time management skills to resolve issues quickly with an effective and thorough analysis
Ability to work to work independently with mínimal supervision
Excellent verbal and written skills, and ability to communicate effectively and efficiently with individuals at all levels
Capable of handling confidential, sensitive and personal information using good judgement and discretion

Must be eligible to work in Canada and work from the office as per work requirements.

Our recruitment practices reflect the Ontario Ombudsman's continuing goal of encouraging a diverse and inclusive workplace.

Accommodations in accordance with the Ontario Human Rights Code will be provided.
**Only applicants selected to participate in the recruitment process will be contacted.