As part of the Early Resolutions team Children and Youth Unit, you’ll be the first contact for people coming to the Ontario Ombudsman’s office with complaints about children and youth and services provided by children’s aid societies (CAS) services, residential licensees, and secure treatment programs. Early Resolution Officers (EROs), Children and Youth, 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.
This opportunity will appeal to people who are keen to develop innovative solutions within a structured framework and while respecting existing processes and procedures. Successful candidates are both analytical and empathetic, and enjoy working independently as well as collaboratively. Opportunities to work on complaints in French for bilingual candidates.
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
- An understanding of issues that children and youth experience related to children’s aid societies, residential licensees, and secure treatment
- 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 children or youth and those specifically 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 or broader public sector organizations responsible for the delivery of services to children and youth including relevant boards, tribunals, and agencies
- Familiarity with social media and new technology 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. Our recruitment practices reflect the Ontario Ombudsman’s continuing goal of encouraging a diverse and inclusive workplace. Accommodations will be provided in accordance with the Ontario Human Rights Code.
All applications must be received by 11:59 pm on Monday, August 31, 2020. Apply online at https://ombudsmanontario.startdate.ca/#/
Read the complete job description at the Learn More link.