OMBUDSMAN COMPLAINTS ANALYST

Reporting to the Deputy Ombudsman, the Ombudsman Complaints Analyst serves as an early point of contact for members of the public, providing compassionate, accessible, and solutions-focused intake services. The role plays a critical part in receiving, assessing, and resolving public complaints and inquiries, ensuring individuals are connected to the right information, resources, and support. The position focuses on screening and triaging complaints, providing early resolution where possible, and guiding complainants to appropriate services and referrals.

The successful incumbent will contribute to fair, equitable, and customer-focused service delivery by fostering respectful, constructive dialogue and approaching each interaction with empathy, professionalism, and a strong commitment to helping others.

Major Responsibilities

• Receives, screens, and assesses public complaints and inquiries, determining jurisdiction and appropriate next steps using issue-based analysis and sound judgment.
• Applies early resolution strategies, including clarifying issues, gathering relevant information, and identifying appropriate pathways for resolution or referral.
• Provides warm referrals to municipal government divisions, programs, or external organizations where appropriate, and escalates complex or sensitive matters to Investigators with clear rationale.
• Maintains accurate case records, correspondence, and documentation within case management systems and digital tracking tools.
• Communicates with complainants, municipal government staff, and stakeholders to support information gathering, issue clarification, and resolution throughout the complaint process.
• Drafts clear and concise case notes, summaries, and correspondence that reflect complaint issues, actions taken, and outcomes.
• Interprets and applies relevant policies, procedures, and program guidelines to support complaint analysis.
• Conducts inquiries with municipal government staff and stakeholders using effective interviewing, conflict resolution, and trauma-informed approaches to support resolution.
• Identifies and contributes to practical solutions and service improvements across municipal government programs and services.
• Applies an equity-based, trauma-informed approach to all interactions, supporting fair, accessible, and respectful complaint handling.
• Works collaboratively with colleagues and stakeholders, leveraging internal knowledge and networks to support effective resolution.
• Participates in special projects, education, engagement, and outreach activities as required.

Key Qualifications

• Experience in a high-volume intake or front-line service environment, including receiving, screening, and responding to public inquiries or complaints in a professional, service-oriented, and empathetic manner.

• Experience assessing and triaging complaints or service concerns to identify key issues, determine appropriate pathways, and apply relevant policies or guidelines.

• Experience supporting early resolution of issues by gathering information, clarifying concerns, and working toward timely and effective resolution where appropriate.

• Experience maintaining accurate records using case management systems or digital tracking tools, including documenting case notes, correspondence, and updates in a clear and organized manner.

• Experience communicating and engaging with members of the public, internal teams, and external stakeholders to support information gathering and resolution of issues.

• Post-secondary education in Public Administration, Social Sciences, Human Rights, or a related field, or an equivalent combination of education and experience.

• Strong written communication skills, with experience preparing clear and concise documentation such as case notes, correspondence, or summaries.

• Demonstrated ability to manage competing priorities in a fast-paced environment while maintaining accuracy, organization, and attention to detail.

• Strong interpersonal and conflict resolution skills, with the ability to remain professional, calm, and respectful when supporting individuals in sensitive, complex, or emotionally charged situations.

• Understanding of fairness principles, including procedural fairness, equity, accessibility, and trauma-informed approaches to service delivery, with the ability to apply these principles in a public sector environment.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.