Bilingual Early Resolution Officer

Ombudsman•Toronto, ON

3d•Hybrid

About The Position

The Ombudsman is an independent, non-partisan Officer of the Ontario Legislature whose role is to ensure that the provincial government and broader public sector serve people fairly, transparently, and respectfully. The Office of the Ontario Ombudsman reviews and resolves complaints about the administrative decisions and actions of more than 1,000 public sector and government bodies, in addition to French language services and the child protection sector. 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.

Requirements

Proficiency in oral and written communication in both French and English at the superior level.
University or post-secondary degree in social sciences or related field, or an equivalent combination of education, training and experience
A minimum of two years’ recent experience providing intake and complaint handling services in a similar provincial government or broader public sector organization.
Demonstrated experience in analyzing and identifying issues without injecting opinion or acting as an advocate.
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 Francophone communities in Ontario.
Ability to analyze and synthesize complaints, identify relevant individual and potential systemic issues, assess jurisdiction and identify avenues for potential recourse.
Ability to manage a high-volume caseload, prioritize tasks and meet deadlines.
Excellent verbal and written communication skills, including the ability to effectively communicate with individuals who may be distressed or emotionally distraught or who may face other challenges.
Eligibility to work in Canada.

Responsibilities

Be the first contact for people coming to the French Language Services Unit of the Ontario Ombudsman’s Office with complaints about the delivery of governmental services in French as described in Ontario’s French Language Services Act.
Triage complaints, prioritize, and identify next steps to attempt resolution.
Analyze complaints to clearly identify issues and determine how to resolve them or when to escalate them, as well as capably frame issues for escalation and/or regular reporting to senior management.
Manage a caseload of files, as well as assist with trend analysis to identify complaint patterns and potential systemic issues.
Write and/or assist in the preparation of high-profile special investigation reports, including findings, analysis and recommendations.
Other assigned duties.