Early Resolution Officer – Children and Youth Unit

Ombudsman • Toronto, ON

10d • CA$87,883 - CA$110,663

About The Position

The Ombudsman is an independent, non-partisan Officer of the Ontario Legislature whose role is to help 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. 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, youth justice centres and secure treatment facilities. 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, conducts research, makes inquiries, and 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.

Requirements

• University or post-secondary degree in a field such as law, psychology, political science, public administration, social work, criminal justice
• A minimum of 2 years of experience is required, with 5 years preferred, in providing intake and complaint handling services in a similar organization, specifically in complaints, investigations, case management and/or conflict resolution
• An understanding of issues that children and youth experience related to children’s aid societies, residential licensees, youth justice centres, and secure treatment
• Demonstrated experience in analyzing and identifying issues without injecting opinion
• Demonstrated ability to communicate with children or youth and specifically those who are distressed, emotionally distraught or who may require special accommodation
• Knowledge of applicable legislation and regulations affecting children and youth in Ontario including the Child, Youth and Family Services Act, 2017
• Self-starter with a proven ability to work independently and with a team
• 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 independently with minimal 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
• Proficiency in oral and written communication in the English language is required
• Eligibility to work in Canada: Candidates must be eligible to work in Canada.

Nice To Haves

• Knowledge of the child protection and youth justice systems in Ontario is considered an asset
• Proficiency in oral and written communication in the French language is an asset

Responsibilities

• Receives complaints and inquiries by mail, email, telephone or in person and obtains all relevant information by asking clarifying questions, requesting documentation where appropriate, and conducting appropriate follow-up where necessary
• Assesses complaints to determine whether issues can be dealt with within our mandate using an issue-based analysis, and clearly and effectively communicates the rationale for this assessment verbally and in writing where required
• Triages complaints, and prioritizes and identifies next steps to attempt resolution
• Reviews and analyzes complaints and identifies and frames issues for follow-up in an objective and impartial fashion
• Drafts summaries of cases for use in educational and informational materials
• Summarizes complaint information and/or the results of trends analyses for the purpose of briefing management and/or to assist in responding to inquiries

Benefits

• We foster a workplace where diverse perspectives are valued, inclusion is intentional, and continuous learning is encouraged.
• Your voice matters here, and the work you do will directly influence fairness, accountability, and positive change across the province.
• We are committed to reconciliation, equity, accessibility, and creating an environment where everyone feels they belong.
• If you require an accommodation during any stage of the recruitment process, please contact us, and we will work with you to support your needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree