• Job ID: 40609
• Job Category: Governmental Affairs
• Division & Section: Ombudsman Toronto
• Work Location: 375 University Ave, Toronto
• Job Type & Duration: Full-time, Permanent
• Salary: $101,900.00-$131,222.00, TM1828 and Wage Grade 7.0
• Shift Information: Monday-Friday, 35 Hrs Per Week
• Affiliation: Non-Union
• Number of Positions Open: 3
• Posting Period: 17-AUG-2023 to 01-SEP-2023

This is an exciting opportunity to join a dedicated team within Ombudsman Toronto and advance the City of Toronto’s commitment to establishing a right to adequate housing. If you are passionate about fairness, equity, and overcoming systemic discrimination hurdles in the City’s treatment of people who are living in housing precarity, this may be the job for you.

Ombudsman Toronto operates independently of City Council and the City administration. Staff of Ombudsman Toronto report directly or indirectly to the Ombudsman, an independent Officer of City Council.

Reporting to the Deputy Ombudsman (Housing), the Ombudsman Investigator (Housing) will conduct systemic investigations, systems reviews, monitor progress, and analyze structural hurdles in the City of Toronto’s planning and delivery of housing services and programs.

The Ombudsman Investigator handles sensitive, difficult, and/or systemic cases (whether Investigations or System Reviews) impartially and with discretion, integrity, and good judgment, using various forms of alternative dispute resolution, mediation, and investigation.

Major Responsibilities:

• Identifies systemic investigations into the City’s housing programs, ensuring the City is following its commitment to implement housing as a human right.
• Identifies systems reviews in areas such as shelter access and supportive housing.
• Serves as a resource for City officials formulating housing policies or procedures.
• Consults with relevant stakeholders to develop strategies for complaint resolution.
• Drafts enquiry and investigation plans, gathers evidence, interviews, and analyzes evidence.
• Makes findings of facts based on the evidence and drafts investigation reports.
• Recommends policy development, changes, and amendments that uphold principles of human rights and fairness.
• Uses shuttle diplomacy/negotiation skills to facilitate communication among parties in conflict.
• Ensures that Ombudsman Toronto's mandate and standards are followed and that the principles of natural justice, fairness, human rights and equitable service delivery are at the core of all investigations and reviews.
• Maintains effective communications with the public service to ensure that complaints resolution management is consistent, that officials are kept informed and preventative strategies are encouraged.
• Keeps appropriate records including up to date information on the computerized case management system
• Accountable for the quality, timeliness, and outcomes of investigations and reviews.
• Conducts education and outreach to relevant stakeholders.
• Models and contributes to an environment which supports and values equity, inclusion, and organizational change.
• Fosters and maintains cooperative working relationships with public servants and broader community stakeholders including colleagues and other organizations.

Key Qualifications

1. Considerable experience in the fields of Ombudsman work, human rights, and/or administrative fairness in other contexts.
2. Considerable experience working on housing and homelessness issues.
3. Experience conducting investigations, collecting, and analyzing evidence and making findings of fact.
4. Experience in community engagement, including relationship-building with community organizations and individuals experiencing housing precarity.
5. Experience conducting administrative investigations and systems reviews.
6. Experience in mediation and other forms of conflict resolution.
7. Strong analytical skills, problem solving and decision-making skills.
8. Exceptional communication skills (written and verbal) with demonstrated experience in investigative report writing and crafting recommendations.
9. Ability to consistently exercise and display sound judgment, integrity, and discretion, remaining independent and impartial at all times.
10. Ability to react quickly to changing situations and demands, manage competing priorities, meet tight timelines, and carry a substantial caseload.
11. Ability to work well independently and as a member of a team.
12. Familiarity with the law of administrative fairness, relevant Ombudsman and City of Toronto legislation and case law.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is 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 (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.