Early Resolution Officer
Band 1
Anticipated starting salary $57,100.09
Victoria, B.C
Are you an analytical and empathetic person committed to ensuring fair treatment of British Columbians? Do you want to have a meaningful impact on the lives of members of the public experiencing diverse challenges with public services?
If so, apply your skills as an Early Resolution Officer with the Office of the Ombudsperson!
As an Early Resolution Officer (ERO) you are the first point of contact and analysis for all enquiries and complaints received by the Office of the Ombudsperson. You will work independently within a collaborative team environment to determine an appropriate course of action for the office in responding to diverse members of the public who contact the office by phone, in person, or in writing with concerns about government services and agencies. As an ERO you will use active listening, conflict resolution and interview skills to gather information and conduct preliminary analysis to assess jurisdiction and identify issues for further assessment. You will exercise discretion under the Ombudsperson Act and follow office policy to determine whether a complaint should be referred to an external process or resource, or opened for further follow-up.
Where an opportunity is identified to resolve less complex issues within a short time frame through immediate action by a provincial or local government authority, you may conduct Early Resolution investigations. Through a principled approach operating independently of either party, the ERO engages collaboratively with public service employees and complainants to develop solutions through facilitated contact, information exchange, and internal review by public agencies. Where Early Resolution is not appropriate or cannot resolve issues within prescribed timelines, complaints are escalated to investigative staff for further assessment.
As BC’s independent voice for fairness, our Office’s work is challenging, meaningful, and rewarding. Join us and become part of a team that is proud of the work we do. Find out more information about what we offer here.
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.
TO APPLY:
DO NOT submit your application for this position through the BC Government Hiring Centre website. Applications submitted through the BC Government Hiring Centre will not be considered.
To apply for this position, please review the application instructions and requirements listed on the Careers page of the Office of the Ombudsperson.
This posting is for one or more permanent, full-time opportunities. 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 is an office-based position, but 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.
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.
Competition Req #: 80657
Closing Date: October 1, 2021 at 12:00 p.m. (noon) (PDT)
If you have questions related to the application process, please email the HR Team and quote requisition number in the subject line.