Bilingual Early Resolutions Officer – Children & Youth - Jobs in Toronto, ON

Job Description

Division & Section: Children &YouthWork Location: 483 Bay St., Toronto (Hybrid work with 2 days in office and 3 days working from home - subject to change)Job Type & Hours: Full-time - Permanent with 36.25 hours per weekSalary: $72,500 - $93,992Union Affiliation: AMAPCEOOpen positions: 1Posting Period: March 17, 2023 to April 30, 2023About the role: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.As part of the Early Resolutions team in the Children and Youth Unit, you will be the first contact for people coming to the Ontario Ombudsman’s office with complaints about services provided by children’s aid societies (CAS), residential licensees, and secure treatment programs. 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, conducts research, makes inquiries, and 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.Responsibilities:

• Receives complaints and inquiries by mail, email, telephone or in person and obtains all relevant information by asking clarifying questions, requesting documentation where appropriate, and conducting appropriate follow-up where necessary
• Assesses complaints to determine whether issues can be dealt with within the Ombudsman’s and the Children and Youth Unit’s mandate using an issue-based analysis, and clearly and effectively communicates the rationale for this assessment verbally and in writing where required
• Triages complaints, prioritizes and identifies next steps to attempt resolution
• Reviews and analyzes complaints and identifies and frames issues for follow-up in an objective and impartial fashion
• Prepares cases summaries for use in the Ombudsman’s Annual Report or for other purposes
• Summarizes complaint information and/or the results of trends analyses for the purpose of briefing management and/or to assist in responding to media and other inquiries
• Other duties related to the role could be required.

Knowledge and experience:

• University or post-secondary degree in a field such as law, psychology, political science, public administration, social work, criminal justice
• Minimum two years of experience providing intake and complaint-handling services in a similar organization
• Proven ability to work in both English and French, with French language skills (oral and written) at advanced level or above
• 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
• Demonstrated ability to communicate with children or youth and specifically those who are distressed, emotionally distraught or who may require special accommodation
• Self-starter with a proven ability to work independently and with a team

Required skills and competencies:

• 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
• Strong interpersonal skills, including the ability to deal with emotionally charged situations and vulnerable complainants
• Excellent organizational, caseload and time management skills to resolve issues quickly with an effective and thorough analysis
• Ability to work to work independently with minimal supervision
• Excellent verbal and written skills, and ability to communicate effectively and efficiently with individuals at all levels
• Capable of handling confidential, sensitive and personal information using good judgement and discretion

Must be eligible to work in Canada and work from the office as per work requirements.Our recruitment practices reflect the Ontario Ombudsman’s continuing goal of encouraging a diverse and inclusive workplace.Accommodations in accordance with the Ontario Human Rights Code will be provided.Only applicants selected to participate in the recruitment process will be contacted.Quick Apply

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