Early Resolution Officer

The Government of Nova Scotia•Halifax, NS

4d•CA$76,466 - CA$96,123•Onsite

About The Position

The Early Resolution Officer (ERO) is an integral component to the effective operation of the investigative team which provides independent, impartial, and confidential complaint resolution. The ERO operates within the boundaries of the delegated authority given by the Ombudsman. The ERO is responsible for intake, assessing complaint jurisdiction, referring complainants to available review and appeal mechanisms, identifying matters involving administrative fairness for potential investigation, systemic issues, and conducting Early Resolution investigations. The ERO works with both the complainant and public sector entities involved to encourage resolution and will escalate complaints to their Director, for assignment if they are unable to resolve the matter and where further review and/or investigation is warranted. The ERO must be knowledgeable about the Ombudsman Act and Regulations, the Public Interest Disclosure of Wrongdoing Act and Regulations, the House of Assembly Policy on the Prevention and Resolution of Harassment in the Workplace, and maintain up-to-date knowledge of government services, legislation, regulations, policies, appeal processes, and procedures of the provincial and municipal governments.

Requirements

University degree, or the equivalent in related experience
Demonstrated research and analytical skills
Conflict resolution experience
Experience interpreting legislation, regulations, policies, and procedures
High degree of initiative, sound judgment, and professionalism
Excellent interpersonal and communication skills, both oral and written
Ability to view matters objectively, thoroughly, and efficiently
Knowledge and experience conducting interviews, note taking, and report writing
Ability to interact with people of diverse backgrounds and life experiences
Experience in various computer applications, including Microsoft Office Suite, database, and internet browsers
Experience with developing and conducting presentations
Conceptual thinking
Strategic orientation
Outcome focus
Initiative
Effective interactive communication
Partnering and relationship building
Intercultural & diversity proficiency

Nice To Haves

Bachelor’s degree in a social science field (e.g. psychology, social work)
Proficiency in verbal and written communication in French

Responsibilities

Intake of complaints
Assessing complaint jurisdiction
Referring complainants to available review and appeal mechanisms
Identifying matters involving administrative fairness for potential investigation
Identifying systemic issues
Conducting Early Resolution investigations
Working with complainants and public sector entities to encourage resolution
Escalating complaints to their Director if unable to resolve and further review/investigation is warranted