Director of Intake and Informal Case Resolution

Director of Intake and Informal Case Resolution (Informal Case Resolution team)

Posting Open Date: July 3, 2026

Posting close date: August 7, 2026 or until filled

Location: Whitehorse, Yukon (in office)

Job type: permanent full-time

Salary range: $107,212 to $149,477 per annum

Benefits: Extended health benefits and 12% in lieu of pension

Hours: Monday to Friday, 8:30 a.m. to 4:30 p.m. (7.5 hour days)

Travel bonus: $2,242.00 per year (after two years of employment)

Note that this is not a Yukon government position.

The office of the Ombudsman, Information and Privacy Commissioner (IPC), and Public Interest Disclosure Commissioner (PIDC) is seeking to fill the position of Director of Intake and Informal Case Resolution for the Informal Case Resolution unit (ICR).

The Ombudsman, IPC, and PIDC is an independent officer of the Yukon Legislative Assembly and has responsibilities under the Ombudsman Act, the Access to Information and Protection of Privacy Act (ATIPPA) , the Health Information Privacy and Management Act (HIPMA) , and the Public Interest Disclosure of Wrongdoing Act (PIDWA) . For information about the three mandates visit: YukonAccountability.ca

Under the Ombudsman Act, the Ombudsman is responsible to investigate allegations of unfairness made against government and other authorities. The Information and Privacy Commissioner is responsible to ensure government and other public bodies comply with ATIPPA and health care custodians comply with HIPMA. The PIDC is responsible to investigate disclosures of wrongdoing made by employees of government and other public entities and investigate allegations of reprisals taken against an employee under PIDWA .

Reporting to the Deputy Ombudsman/Commissioner, the Director plays a key role supporting the three mandates by leading and overseeing the intake and Informal Case Resolution team that consists of three Investigator and Compliance Review Officers (ICRO).

Director of Intake and ICR responsibilities:

Intake

• Oversees the ICRO’s intake duties that serve individuals who wish to make a complaint or a disclosure to the office under the Acts.
  • This includes ensuring that potential complainants, members of the public, government employees, and other interested parties that speak with or attend our office are treated with dignity and respect and receive timely and accurate responses to their inquiries.
• Assigns files to the ICROs to ensure appropriate case balancing, considering complexity, volume, time constraints, expertise, etc.
• Ensures appropriate jurisdiction over matters accepted for investigation and ensure that staff make appropriate referrals when matters are outside the office’s jurisdiction.

Informal Case Resolution

• Oversees the informal settlement of complaints, requests for review, and disclosures received under the Acts by working with the ICROs to plan strategically, apply negotiation skills, and proactively foresee and address conflicts.
• Provides guidance to ICROs on approaches and strategies for resolution by fostering team development, capacity, and resilience.
• Effectively manages and resolves conflicts between the ICROs, complainants, and the public organizations that may arise during the investigation process.
• Ensures that data entered by the ICROs into the office’s case management system is accurate and complete including that any decisions, rationale, and conclusions reached are adequately documented.
• Maintains a caseload and conduct comprehensive investigations into complaints and disclosures received under the Acts as part of the ICR investigation team.
• Oversees the preparation of investigation reports containing findings and recommendations to remedy any non-compliance, unfairness, wrongdoing, or reprisal.
• Provides advice and interpretation about the Acts and relevant case law, to the ICROs, the public, and the public organizations subject to the Acts.
• Evaluates risks to privacy and information security resulting from the implementation of a new program or activity by a public body or health custodian and make recommendations to mitigate risk.
• Evaluates privacy breaches, including those involving information technology, reported by public and health bodies and work with these bodies to mitigate risks and prevent recurrence.
• Comments on access to information, privacy, and disclosure policies and procedures, and develops guidance materials to educate the public and the public organizations subject to the Acts.
• Participates in outreach activities and helps to develop training and outreach materials under the office’s three mandates.
• Collaborates and builds relationships with the designated representatives of the bodies subject to the Acts to ensure recommendations are understood, accepted, and implemented.

Oversight and Leadership

• Provides effective and accountable leadership to the ICR unit.
• Effectively handles any matters requiring escalation during the ICR investigation process by exercising sound judgement, anticipating contentious issues, using conflict resolution skills, clear communication, and diplomacy.
• Ensures the office’s reputation and integrity are upheld at all times.
• Appropriately and proactively assesses risks to the office and seeks guidance from the Deputy and Ombudsman/Commissioner as required.
• Develops, tracks, and monitors the Informal Case Resolution unit’s key performance indicators in the evaluation of operational performance.

Registrar

• Carries out the functions of the Registrar who is responsible for managing the initiation and procedural components of formal investigations, adjudications, and considerations, as required.

Qualifications:

The Director of Intake and ICR must have experience:

• leading people and overseeing operations in a regulatory environment including interpreting legislation, policies, procedures, handling complaint escalations, and making sound determinations that withstanding scrutiny
• actively supporting frontline staff in carrying out their duties
• participating in developing and implementing organizational strategic planning
• working with stakeholders to informally resolve issues in a timely manner, using conflict resolution and negotiation skills
• planning and conducting investigations, analyzing information, and drawing accurate conclusions
• writing investigation reports, letters, and briefing notes
• conducting legal research and interpreting and applying legislation
• managing and negotiating conflict
• writing and communicating effectively
• fostering and maintaining professional and constructive working relationships
• building relationships with stakeholders both internally and externally
• working within a team and independently
• managing a large volume of files of varying types and complexity
• managing competing priorities, deadlines, and handling associated administrative tasks efficiently and thoroughly
• working in a fast-paced environment with a demonstrated ability to take ownership and accountability to complete multiple tasks and meet tight timelines
• working in a detail-oriented role where vigilance is required
• demonstrating good judgment
• proficiency with the Microsoft Office Suite and other commonly utilized software ( e.g. Adobe, secure file transfer, short keys, etc.)

The Director of Intake and ICR must have a university degree or other post-secondary education that is relevant to the position, at least five years of investigative experience in statutory compliance, regulatory oversight, or other public administration capacities, and at least two years of managerial experience leading frontline staff.

An acceptable combination of education, training, and experience may be considered.

It would be beneficial for the Director of Intake and ICR to have:

• Certification in alternative dispute resolution/mediation or negotiation.
• CIPP/C or other privacy related designation/certification
• Education in related fields including conflict analysis, justice studies, Ombuds or law degrees focusing on administrative, information, cybersecurity, or access/freedom of information law

• investigating causes of privacy breaches or in privacy breach management involving information systems
• interpreting and applying ombudsman, access, privacy, and public interest disclosure legislation