As part of the Early Resolutions team, you’ll be the first contact for people coming to the Ontario Ombudsman’s office with complaints about the Ontario government. 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, as well as 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 with different government organizations.

Successful candidates will have the following:

A minimum of two years experience providing intake and complaint handling services in a similar organization

Post-secondary education in social sciences or law

Demonstrated experience in analyzing and identifying issues without injecting opinion or acting as an advocate

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

Demonstrated ability to communicate with individuals who are distressed, emotionally distraught or who may require special accommodation

Excellent verbal and written skills, and ability to communicate effectively and efficiently with individuals at all levels

Self-starter with a proven ability to work independently and with a team

Preference will be given to candidates with experience working with provincial government organizations including boards, tribunals and agencies

Familiarity with social media and new technology is an asset

This is a unique opportunity to join a dynamic, exciting work environment and be part of a world-renowned office with a team of top public sector professionals. You will have the opportunity to directly resolve individual problems, as well as participate in broader investigations which contribute to systemic change and improved public policy and administration.

For more information and to apply please visit the Ontario Ombudsman website

All applicants must be received by Friday, February 05, 2016.

Please Note: Only applicants selected for interview will be contacted. Moving expenses will not be paid. This is a unionized position.  New hires will be paid at the starting rate of $62,971.