Ombudsman Investigator

As the successful candidate, you will investigate and resolve complaints; handle sensitive, difficult and/or systemic cases and carry out various forms of dispute resolution.

With considerable experience directly related to administrative fairness conducting investigations and understanding evidence, you will have extensive knowledge of relevant legislation, case law and its applications, the rules of natural justice and due process.

Major Responsibilities:

Provides impartial confidential advice, options and accurate information
Engages in informal problem/complaint resolution
Inquires into and investigates allegations of maladministration including decisions, procedures and criteria used to reach decisions, timeliness of decisions and clarity of communications to the person(s) affected    
Consults with relevant stakeholders to develop strategies for complaint resolution
Drafts investigation plans, gathers evidence, interviews and analyzes evidence
Drafts complex investigative reports
Facilitates, mediates and conciliates equitable resolution of complaints
Recommends policy development, changes and amendments
Uses shuttle diplomacy/negotiation skills to facilitate communication among parties in conflict
Ensures that the Office’s mandate and standards are followed and that the principles of natural justice, fairness and equitable service delivery are at the core of all complaints resolution
Maintains effective communications with the public service to ensure that complaints resolution management is consistent, that officials are kept informed and preventative strategies are encouraged
Keeps appropriate records including up to date information on the computerized case management system and hard copy case files
Ensures that all elements of the complaints resolution process are aligned with each other and carried out to Office standards
Accountable for the quality, timeliness and outcomes of complaints
Conducts research on complaint specific issues
Identifies issues for potential inquiry/investigation
Conducts education and outreach to relevant stakeholders
Models and contributes to an environment which supports and values equity and inclusion
Fosters and maintains cooperative working relationships with elected officials, public servants and broader community stakeholders including colleagues and other organizations

Key Qualifications:

Considerable experience directly related to the fields of ombuds human rights and/or conducting investigations, understanding evidence and applying same.
Experience in mediation and alternative dispute resolution mechanisms.
Knowledge about administrative fairness, related Ombudsman legislation, case law and its applications, knowledge about administrative law in general and with the rules of natural justice, due process, procedural and substantive fairness.
Strong analytic skills to conduct research and assess the evidentiary relevance.
Ability to exercise sound judgment/integrity, remain independent and impartial.
Sound capacity for interpreting policy and legislation relevant to the Office mandate.
Ability to handle emotionally charged complainants/respondents.
Excellent written and oral communications skills.
Ability to react quickly to changing situations, manage multiple priorities, meet tight timelines and prioritize issues, carrying a substantial caseload.
Ability to work independently and in a team environment.
Excellent skills in problem solving and decision making.
Ability to deal with individuals at all levels; solid interpersonal skills and discretion.
Experience with Microsoft Office (Word, Excel, Power Point and Access).

Salary: $90,981.80 - $106,888.60 annually
Number of vacancies: One (1)
Job status: Permanent
Job Type: Management

How to apply for this opportunity:

Interested candidates should forward their resume and cover letter to hrombuds@toronto.ca by October 23, 2015 at 5:00 pm. Only those called to an interview will be contacted.

Committed to equity in employment, the Office of the Ombudsman, City of Toronto encourages applications from Aboriginal Peoples, people with disabilities, women and racialized people.

Contact Karen Ellison 416-392-3619