Director of Investigations and Conflict Resolution, Ombudsman Toronto

Reporting to the Ombudsman, you will lead the team of Complaints Analysts and Investigators that handles all of Ombudsman Toronto’s cases: Complaints, Enquiries, Investigations and Consultations with City staff.

You bring the skills of an experienced manager of people as well as deep knowledge and understanding of administrative fairness, Ombudsman work and municipal service delivery. You will guide a small team in the important and challenging work of independent, impartial, sensitive and constructive complaint handling, dispute resolution and public reporting. 

Posting Date: December 3, 2019        Closing Date: December 20, 2019

Job Title: Director of Investigations and Conflict Resolution, Ombudsman Toronto

Salary Range: $128,728.60 - $151,278.40

Number of Vacancies: One (1)

Job Type: Permanent, Full Time

About the Office:

Ombudsman Toronto is part of the City of Toronto’s accountability framework. It operates independently from City Council and the Toronto Public Service.

The Ombudsman reports to City Council. Her mandate is to receive and impartially investigate complaints from members of the public about City of Toronto services and administration, after efforts to resolve those complaints directly have failed. The Ombudsman also investigates issues on her own initiative.  As part of a constructive and proactive approach to the Ombudsman’s mandate, her office also provides consultation to City staff on the requirements of administrative fairness.

The Director plays a crucial role in overseeing all aspects of the office’s casework on the Ombudsman’s behalf.

Major Responsibilities:

Accountable for the successful investigation and resolution of complaints including complex systemic issues
Provides leadership, direction and management to staff who handle cases
Acts as subject matter expert on administrative fairness issues
Mediates and/or investigates allegations about maladministration
Drafts Enquiry and Investigation plans, gathers evidence, interviews, analyzes, drafts reports
Facilitates, mediates and conciliates resolution of complaints
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 the complaints service
Responsible for the quality, timeliness and outcomes of cases
Maintains effective communications with senior administrators to ensure that complaints resolution management is consistent, that officials are kept informed and preventative strategies are encouraged
Engages in shuttle diplomacy/negotiation skills to facilitate communication among parties in conflict
Ensures that all elements of the complaint resolution process are aligned with each other and carried out to office standards
Conducts research on complaint specific issues, on the analysis of trends and issues within the community and potential implications for the office’s mandate and performance
Identifies issues for potential investigation and provides the Ombudsman with advice on approaches and implications
Advises complainants/respondents and others as to the process in advancing and resolving complaints
Recommends policy and procedural improvements to align with legislation, regulations, policies and procedures
Manages computerized case management system and hard copy case files
Designs and implements complaint evaluation program
Acts as a conduit for anticipating, identifying potential issues and trends as they arise for the office to proactively address Ombudsman issues
Serves as a resource for City officials formulating or amending policy or procedures, raising issues as a result of a gap between stated goals and current practice
Models and contributes to an environment which supports and values equity, inclusion and organizational change
Fosters and maintains cooperative working relationships with elected officials, public servants and broader community stakeholders including Ombudsman colleagues and organizations
Special projects as assigned

Key Qualifications:

Extensive experience in administrative fairness, conflict resolution and investigating issues related to administrative process, legislation and policy.
Experience in the use and application of alternative dispute resolution.
Experience motivating, leading and managing staff in a service oriented, politically sensitive environment, balancing the needs of the office and client base against available resources.
Advanced knowledge of administrative law and its applications, along with related public policy and rules of natural justice and due process.
Superior communication skills, both written and oral, with the ability to draft complex reports related to investigation findings.
Superb research and analytical skills and the capacity for interpreting facts and evidence, making findings and recommendations as well as applying policy and relevant legislation.
Ability to exercise sound judgment/integrity/discretion/political acuity.
Ability to react quickly to changing situations, manage multiple priorities, meet tight timelines and prioritize, carrying a substantial workload.
Superior public service, organizational and leadership skills to achieve goals and objectives in a fast paced, changing, high volume and high-pressure work environment.
Demonstrated awareness, understanding and lived experiences of diversity, equity and marginalization.

How to Apply:

Interested candidates should email a covering letter and resume to hrombudsman@toronto.ca by 5:00 pm on the closing date of December 20, 2019.

Please provide a valid email address for communication about this opportunity.

Equity, Diversity and Inclusion:

The City of Toronto (and Ombudsman Toronto) are an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse people they serve.

Learn more about the City’s commitment to employment equity.

Accommodation:

The City of Toronto (and Ombudsman Toronto) are committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act. If you require Human Rights Code-protected accommodation at any stage of this recruitment process, please make your need known when we contact you and we will work with you to meet your needs. Disability-related accommodation during the application process is available on request.

Learn more about the City’s Hiring Policies and Accommodation Process.

Expiry Date: 
Friday, December 20, 2019 - 5pm