Complaint and Assessment Analyst

Job Responsibility:

Department: Office of the Ombudsman

Location: HALIFAX

Type of Employment: One year term ending May 29

Union Status: Exclusion - Non Union - NSPG

About Us

The Office of the Ombudsman addresses complaints involving provincial or municipal government departments, agencies, boards and commissions.

We are non-partisan and operate as an independent agency. All complaints filed with the office are confidential and not subject to Freedom of Information requests.

The Ombudsman considers and investigates complaints from people who believe they have been treated unfairly when using government services or when they believe a policy or procedure has not been followed correctly, or is unfair.

An important objective for our Office is to explain why and how a complaint can be seen as an opportunity to improve services provided by government. Even when a complaint is not supported, it presents an opportunity to review policies and procedures to ensure transparency and accountability in public service delivery.

About Our Opportunity

The Complaint and Assessment Analyst is an integral component to the effective operation of the investigative team which provides independent, impartial, and confidential complaint resolution. The Analyst operates within the boundaries of the delegated authority given by the Ombudsman and members of the senior management team.

Primary Accountabilities

The Analyst is the initial point of contact for the Office. The Analyst addresses certain complaints through an expedited investigative process by researching, analyzing and resolving complaints that are made to the office in writing, by telephone or in person. The Analyst conducts preliminary assessments when communicating with complainants by using active listening skills and interviewing techniques to determine if the complaint/inquiry is within the jurisdictional scope of the Ombudsman Act and Public Interest Disclosure of Wrongdoing Act and can directly resolve complaints relating to the administration of all laws by provincial and municipal departments, agencies, boards and commissions by conducting an assessment investigation. The Analyst works with both the complainant and the public agencies involved to encourage dispute resolution and will escalate complaints to investigation if they cannot be resolved within prescribed timelines. The Analyst must review and identify issues without injecting opinion or acting as an advocate, and have the ability to influence effectively and persuasively both orally and in writing.

The Analyst is knowledgeable about the Ombudsman Act and Regulations, the role of the Office relating to the Public Interest Disclosure of Wrongdoing Act, and maintains up-to-date knowledge of government services, legislation, regulations, policies, appeal processes, and procedures of the provincial and municipal governments. The Analyst is flexible and easily adaptable to changing situations, inspires trust and confidence, and works effectively as a member of an investigative team and provides support to the outreach activities of the Office. The Analyst also understands the bureaucratic significance of issues and exercises sound judgement in alerting management to critical and confidential information.

The Analyst provides confidential administrative support to senior management and Ombudsman Representatives, and will act as back-up to the Office Manager, and the Records Analyst, and other relevant duties as assigned by management. Strong attention to detail is critical in these roles.

Qualifications and Experience

Bachelor's Degree, or the equivalent in related experience is required. Preference will be given to candidates with a bachelor's degree in the social science field (e.g. social work, psychology). Or an equivalent combination of training and experience.

Candidates must demonstrate a high degree of initiative, sound judgement, and professionalism. The ideal candidate must demonstrate strong analytical and problem-solving abilities, tolerance and patience, excellent listening and comprehension skills, as well as excellent communication skills (both written and oral). This position requires the Analyst to interact with people of diverse backgrounds and experiences, and therefore strong interpersonal skills are required.

Demonstrated research skills, conflict resolution experience, as well as experience interpreting government policies, procedures, legislation, and regulations. Experience in computer applications, including Microsoft Office, PowerPoint, Excel, database, and internet is essential.

Assets:

• Previous experience addressing public complaints or interacting with people in crisis.
• The ability to communicate in French, both oral and written.
• Experience working with the STAR/STOR filing system.

We will assess the above qualifications and competencies using one or more of the following tools: written examination, standardized tests, oral presentations, interview(s), and reference checks.

Equivalency

• Completion of a 2-year diploma program along with 2 years of related experience.
• 4 years of related experience with no post-secondary education.

Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application.

Benefits

Based on the employment status and union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as a Defined Benefit Pension Plan, Health, Dental, Life Insurance, General illness, Short and Long Term Disability, Vacation and Employee and Family Assistance Programs. For information on all our Benefit program offerings, click here: Benefits for government employees.

Additional Information

Please note: This is an Order in Council appointment under the Ombudsman Act. Additional employment or volunteer work that may be within the jurisdiction of the Ombudsman Act must be vetted through and receive prior approval of the Ombudsman. This is a one year TERM employment opportunity with an anticipated end date of

Pay Grade: EC 06

Salary Range: $2,122.91 - $2,653.63 Bi-Weekly

Employment Equity Statement:

Our goal is to be a diverse workforce that is representative, at all job levels, of the citizens we serve. The Government of Nova Scotia has an Employment Equity Policy, and we welcome applications from Indigenous People, African Nova Scotians and Other Racially Visible Persons, Persons with Disabilities and Women in occupations or positions where they are under-represented. If you are a member of one of these equity groups, you are encouraged to self-identify on your electronic application.

Accommodation Statement:

We are committed to providing an inclusive and accessible recruitment process. Candidates may request accommodations based on any grounds protected by the Human Rights Act. If you require an accommodation throughout the recruitment process, please contact us at Voir email sur ca.edajobs.com.

Current government employees may access this posting through the link below:

PLEASE NOTE: Candidates will not be considered for an interview if applications are incomplete or are missing information.

Offer of employment is conditional upon the completion of all applicable background checks and confirmation of credentials, the results of which must be satisfactory to the employer. We thank all applicants for the interest, however, only those selected for an interview will be contacted. All questions and concerns may be directed to Voir email sur ca.edajobs.com.