Manager, Intake and Early Resolution – BC Ombudsperson

Manager, Intake and Early Resolution – BC Ombudsperson

December 22, 2021

Closing date: Tuesday, January 18, 2022 at 12:00 pm

Are you a leader committed to ensuring fair treatment of British Columbians? Are you ready to take initiative and work collaboratively to resolve complaints? If so, apply your skills as Manager, Intake and Early Resolution, with the Office of the Ombudsperson!

The Office of the Ombudsperson’s Intake and Early Resolution Team provides quality first-line service for the approximately 8,000 enquiries and complaints received by the office each year about the administration of programs and services by provincial and local government agencies. Under the delegated authority of the Ombudsperson Act and Public Interest Disclosure Act, and in accordance with office policies and procedures, the team is responsible for assessing complaint jurisdiction, referring complainants to available review and appeal mechanisms, identifying matters of administrative unfairness for potential investigation, conducting early resolution investigations, and providing assistance and information to members of the public.

The Manager of Intake and Early Resolution supervises and supports the Intake and Early Resolution Team in performing their function as the first point of contact for members of the public.  Within a high-volume environment in which many contacts are with individuals in crisis or experiencing barriers to access or effective communication, the Manager promotes and supports a healthy and productive environment for staff while ensuring adequate position coverage and high-quality service. The Manager is responsible for hiring, training and development of new staff and ongoing mentorship and support for existing team members.  This position is also responsible for the development, implementation and updating of Intake and Early Resolution policies and procedures, reporting statistics and complaint issues to Senior Management and contributing to the overall effective functioning of the office through information sharing and collaboration and supporting the team through office-wide change initiatives

We are striving to build a diverse team to represent the population we serve and to better meet the needs of our citizens. We encourage applications from Indigenous, Black or racialized persons, women, people with diverse gender identities or expressions, and/or people with disabilities.

Qualifications:

This position will be of interest to applicants who can demonstrate the required qualifications, including the following:

Education and Experience:

  • Completion of a post-secondary degree in a related discipline.
  • Minimum of two (2) years of experience responding to complaints about the delivery of public services.
  • Minimum of one (1) year of supervisory experience or experience leading teams.
  • An equivalent combination of education and experience may be considered.

Preference may be given to:

  • Applicants whose related experience is in a public service context.
  • Applicants who demonstrate more than one (1) year of supervisory experience.

Complete qualifications, including competencies, are outlined in the job profile, which can be found linked at the bottom of this page.

This posting is for one permanent, full-time opportunity. An eligibility list may be established to fill similar future vacancies in a full-time temporary or permanent capacity. Temporary positions may become full-time, permanent status. This position is excluded from union membership. Some travel may be required.

This position may temporarily be performed virtually due to the current extraordinary circumstances related to COVID-19. This may remain in place until public health advisories are lifted, in consultation with the supervisor.

The Office of the Ombudsperson is introducing requirements for employees regarding vaccination against COVID-19. Among other possible measures, proof of vaccination will be required. It is a term of acceptance of employment that you agree to comply with all vaccination requirements that apply to employees of the Ombudsperson’s Office. More information about the Office’s requirements will be provided to candidates as it is made available.

To Apply:

To apply for this position, please submit a complete application package which includes:

1) Your resume;

2) A completed job qualifications grid.

Your application package must clearly demonstrate how your education and experience meet the position requirements. You must identify which positions you are relying upon to meet the criteria of relevant experience and how the position meets that criteria. In describing your education and experience, please pay particular attention to the position description including selection criteria.

Following the instructions above, only those applications received by the Office of the Ombudsperson through the online application process by 12:00 (noon) on January 18, 2022 will be considered. Incomplete applications or late applications will not be evaluated or acknowledged, and only those applicants who pass all initial screening requirements will be considered for the next step in the selection process. In addition to evaluation of your relevant knowledge, skills and abilities, your resume and qualifications grid will be evaluated as part of the screening process with respect to the position requirement to be able to communicate in writing in an effective and clear manner.

Applicants who identify as Indigenous may choose to seek assistance with their application by accessing the Indigenous Applicant Advisory Service available through the BC Public Service.

Candidates may be asked to complete a written assignment or other assessment(s) as part of the selection process.

NOTE: To apply for this position, you must be eligible to work in Canada. You must be a Canadian citizen or permanent resident of Canada or authorized in writing to work in Canada under the federal Immigration Act. For further information, please refer to the BC Public Service website.

If your degree was obtained outside of Canada, you will need to confirm it has been assessed for equivalency through the International Credential Evaluation Services (ICES). Confirmation for equivalency for your degree is required for you to be considered.

If you have questions related to the application process, please email the HR Team at Recruitment@bcombudsperson.ca and quote requisition number 83506 in the subject line.

View Job Profile and Job Qualification Grid on BC Ombudsperson website:
https://bcombudsperson.ca/job_opportunities/manager-intake-and-early-resolution/

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