Early Resolution Officer

Update: PM-02 Poster is extended until October 28, 2022.

Important messages

We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please use the Contact information below to request specialized accommodation. All information received in relation to accommodation will be kept confidential.

Assessment accommodation

***VERY IMPORTANT NOTE: It is the responsibility of the candidate to clearly outline that they meet each of the screening criteria (i.e. Education and Experience Qualifications, both Essential and Assets) by RESPONDING TO THE SCREENING QUESTIONS IN THE ONLINE APPLICATION. Please note that it is not sufficient to only state that the requirement is met or to provide a listing of current responsibilities, rather the candidate must provide concrete examples that illustrate how they meet the requirement. Lack of EXAMPLES and DETAILS may result in your application being rejected as the Assessment Board will have insufficient information to determine whether or not you meet the qualifications.

For this selection process, we may find that email is the most efficient way to communicate with you. Candidates who apply to selection processes should include an email address that accepts email from unknown users (some email systems block these types of email). It is the candidates' responsibility to inform us of a change of contact information during the course of this selection process and to regularly verify your incoming e-mails.

A random and/or top down selection and/or use of an asset may be used in the determination of those to be given further consideration in the assessment process.

Duties

As part of the Early Resolutions team, you’ll be the first contact for inmates and people contacting the Office of the Correctional Investigator with complaints. Early Resolution Officers (EROs) triage and analyze complaints to clearly identify issues and determine how to resolve them or when to escalate them.

In addition to receiving complaints by email and letter, EROs use their active listening and interviewing skills to take complaints over the phone, at times dealing with complainants who may require special accommodation, or who may be frustrated and distressed.

This opportunity will appeal to people who are keen to develop innovative solutions within a structured framework and while respecting existing processes and procedures. Successful candidates are both analytical and empathetic and enjoy working independently as well as collaboratively.

Work environment

The Correctional Investigator is mandated by Part III of the Corrections and Conditional Release Act as an Ombudsman for federal offenders.

The primary function of the Office is to investigate and bring resolution to individual offender complaints. The Office as well, has a responsibility to review and make recommendations on the Correctional Service's policies and procedures associated with the areas of individual complaints to ensure that systemic areas of concern are identified and appropriately addressed.

Our offices are located in the National Capital Region.

Intent of the process

Although the immediate intent of this Job Opportunity Advertisement is to staff indeterminately, applicants should be aware that a pool of qualified candidates (fully assessed or partially assessed) may be established and may be used to staff similar positions at this group and level. In addition, this process may be used for various tenures (acting appointments, assignment, deployment, indeterminate, specified period, secondment), security requirements and conditions of employment within The Office of the Correctional Investigator.

As a result of the potential and possible use of the selection process and subsequent pool by hiring managers, we encourage all employees seeking this type of opportunity to apply.

Positions to be filled: 2

Information you must provide

Your résumé.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

EDUCATION
ED1: Secondary school diploma.

Degree equivalency

EXPERIENCE

EX1: Experience communicating with individuals to assist them in a client service environment.
EX2: Experience in entering and/or extracting information from databases.
EX3: Experience in operating Microsoft Office.

The following will be applied / assessed at a later date (essential for the job)

Bilingual - Imperative (CBC/CBC)

Information on language requirements

COMPETENCIES
C1: Teamwork
C2: Dependability
C3: Analysis / Problem Solving
C4: Judgement
C5: Oral Communication
C6: Written Communication

The following may be applied / assessed at a later date (may be needed for the job)

ASSET QUALIFICATIONS

EDUCATION
AED1: Successful completion of a post-secondary program (diploma, certificate or degree) from a recognized post-secondary educational institution in a field related to the position.

Degree equivalency

EXPERIENCES
AEX1: Experience applying and interpreting policies, and/or procedures, and/or legislation.
AEX2: Experience in communicating with individuals who are distressed, emotionally distraught or who may require special accommodation.
AEX3: Experience providing intake and complaint handling services in a similar organization.

OPERATIONAL REQUIREMENTS
Occasional overtime on very short notice.

Conditions of employment

Reliability Status security clearance - Work in an environment that involves possible exposure to unsettling inmate files.

Other information

The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the Canadians we serve. We promote employment equity and encourage you to indicate if you belong to one of the designated groups when you apply.

Information on employment equity

LEAVE/ABSENCES DURING THIS SELECTION PROCESS: It is the responsibility of the candidate to notify the contact person of any pre-approved leave throughout the duration of the process in order to facilitate scheduling of evaluations. One (1) alternate date will be possible only if requested for the following reasons: 1) Medical reasons with doctor’s certificate 2) Death in your immediate family 3) Confirmation of pre-approved travel plans or training plans 4) Religious reasons or another reason that is considered reasonable by the assessment committee.

a. An exam/presentation might be administered and the ability to communicate effectively in writing might be evaluated with these documents and /or with other documents.

b. An interview / presentation might be administered and the ability to communicate effectively orally might be evaluated during the interview / presentation.

c. Reference checks will be sought.

d. Persons are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate their preferred official language in their application.

e. A random and/or top-down selection and/or use of an asset may be used in the determination of those to be given further consideration in the assessment process.

f. You must provide proof of your education credentials.

g. Candidates with foreign credentials must provide proof of Canadian equivalency. Consult the Canadian Information Centre for International Credentials for further information at http://www.cicic.ca/.

h. All candidates that apply to this selection process must include in their application a valid email address and ensure that this address is functional at all times and that it accepts messages from unknown users. Failure to do so may result in important messages not being received. Communication for this process will be conducted via the e-mail address provided in your application. It is your responsibility to ensure that you check for messages regularly.

i. Second language assessment test results.

j. Indeterminate employees at the same group and level, or equivalent may be considered for deployment, assignment/secondment prior to the assessment of other applicants. Please identify clearly your substantive group and level and your employment status on your resume and/or application form.

Please submit your application via jobs.gc.ca. CVs sent by e-mail won't be acceptable.

Preference

Preference will be given to veterans first and then to Canadian citizens and permanent residents, with the exception of a job located in Nunavut, where Nunavut Inuit will be appointed first.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.