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:
Provide impartial confidential advice, options and accurate information
Engage in informal problem/complaint resolution
Enquire into and investigate allegations of maladministration including decisions, procedures and criteria used to reach decisions, timeliness of decisions and clarity of communications to the person(s) affected
Consult with relevant stakeholders to develop strategies for complaint resolution
Draft investigation plans, gather evidence, interview and analyze evidence
Draft complex investigative reports
Facilitate, mediate and conciliate equitable resolution of complaints
Recommend policy development, changes and amendments
Use shuttle diplomacy/negotiation skills to facilitate communication among parties in conflict
Ensure 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
Maintain effective communications with all stakeholders to ensure that complaints resolution management is consistent, that officials are kept informed and preventative strategies are encouraged
Keep appropriate records including up to date information on the case management system and hard copy case files
Ensure 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 outcome of complaints
Conduct research on complaint specific issues
Identify issues for potential inquiry/investigation
Conduct education and outreach to relevant stakeholders as required
Model and contribute to an environment which supports and values equity, inclusion and organizational change
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