Investigator, Office of the Ombudsman at Hydro One

Investigator, Office of the Ombudsman at Hydro One

Location: Toronto, ON, CA

Vacancy Number: 16622
Town/City: Toronto, Ontario (CA-ON)
Job Type: Regular

Knowledgeable, responsible, and holding high regard for the rules of natural justice and due process, you will play a key role in the resolution of disputes while ensuring fairness, confidentiality, and accuracy at all times. Having extensive knowledge of relevant legislation, you will resolve conflicts, mediate disputes, draft investigation plans, gather and analyze evidence, conduct interviews, and report findings in a thorough and concise manner. Your wealth of understanding and seasoned diplomacy and negotiation skills will enable you to facilitate and mediate the equitable resolution of complaints.

Your direct experience in administrative fairness is supported by an unwavering commitment to equity and fairness. Your strong analytical skills, sound judgment, and ability to meet emotionally charged situations with a calm demeanour are built on discretion and exceptional interpersonal skills. French is an asset.

Major Responsibilities:

  • Provide impartial confidential advice, options and accurate information
  • Engage in informal problem/complaint resolution
  • Use subtle diplomacy/negotiation skills to facilitate communication among parties in conflict
  • Enquire into and investigate allegations of maladministration including decisions, procedures and criteria used to reach decisions, timeliness of decisions and clarity of communications to the person(s) affected
  • Consult with relevant stakeholders to develop strategies for complaint resolution
  • Draft investigation plans, gather evidence, interview and analyze evidence
  • Draft complex investigative reports
  • Facilitate, mediate and conciliate equitable resolution of complaints
  • Recommend policy development, changes and amendments
  • Ensure that the Office’s mandate and standards are followed and that the principles of natural justice, fairness and equitable service delivery are at the core of all complaints resolution
  • Maintain effective communications with all stakeholders to ensure that complaints resolution management is consistent, that officials are kept informed and preventative strategies are encouraged
  • Keep appropriate records including up to date information on the case management system and hard copy case files
  • Ensure that all elements of the complaints resolution process are aligned with each other and carried out to Office standards
  • Accountable for the quality, timeliness and outcome of complaints
  • Conduct research on complaint specific issues
  • Identify issues for potential inquiry/investigation
  • Conduct education and outreach to relevant stakeholders as required
  • Model and contribute to an environment which supports and values equity, inclusion and organizational change

Key Qualifications:

  • Considerable experience directly related to the fields of human rights and/or ombuds conducting investigations, understanding evidence and applying same.
  • Experience in mediation and alternative dispute resolution mechanisms.
  • Knowledge about administrative fairness, related Ombudsman legislation, case law and its applications, knowledge about administrative law in general and with the rules of natural justice, due process, procedural and substantive fairness.
  • Strong analytic skills to conduct research and assess the evidentiary relevance.
  • Ability to exercise sound judgment/integrity, remain independent and impartial while working collegially with all stakeholders.
  • Sound capacity for interpreting policy and legislation relevant to the mandate.
  • Ability to handle emotionally charged complainants/respondents.
  • Excellent written and oral communications skills.
  • Ability to react quickly to changing situations, manage multiple priorities, meet tight timelines and prioritize issues, carrying a substantial caseload.
  • Ability to work independently and in a team environment.
  • Excellent skills in problem solving and decision making.
  • Demonstrated experience and understanding of marginalization and equity
  • Ability to deal with individuals at all levels; solid interpersonal skills and discretion.
  • Experience with Microsoft Office (Word, Excel, Power Point and Access).
  • French is an asset.

A wholly owned subsidiary of Hydro One Limited, Hydro One Inc. is an electricity transmission and distribution company headquartered in Toronto, Ontario with approximately $23 billion in assets and 2014 revenues of over $6 billion. The company delivers electricity safely and reliably to over 1.2 million customers across the province of Ontario, and to large industrial customers and municipal utilities. Hydro One Inc. owns and operates Ontario's approximately 29,000 km high-voltage transmission network and an approximately 122,000 circuit km primary low-voltage distribution network.

Hydro One is an enthusiastic equal opportunity employer. We thank all candidates for applying. Only those candidates selected for an interviews will be contacted. If you are selected for an interview and require accommodation please advise prior to the interview.

Deadline: February 6, 2017
Job Segment: Hydro, Investigation, Equity, Engineering, Legal, Finance, Research

To apply for this position, please visit the Office of the Ombudsman, Hydro One

Alexandria Shannon

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