Investigator, Patient Ombudsman

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Created under the Excellent Care for All Act Patient Ombudsmans role is to help resolve complaints from patients residents and caregivers about their experiences in Ontarios public hospitals long-term care homes home care services and community surgical and diagnostic centres. Patient Ombudsman also investigates matters of public take the time to listen closely to all perspectives without taking sides. Our work aims to improve the system for everyone by shining a light on issues of accordance with ombuds principles Patient Ombudsman acts independently of Ontario Health when undertaking its mandate and we are committed to our values of respect compassion integrity and accountability. We do our work in service to a vision of a healthcare system where everyone is treated fairly.

What Patient Ombudsman offers:

Achieving your career goals is a priority to us. Benefits of working at Patient Ombudsman may include the following based on employment type:

• Fully paid medical dental and vision coverage from your first day

• a health care spending or wellness spending account

• a premium defined benefit pension plan

• three personal days and two float days annually

• three weeks vacation to start (for individual contributors) increasing to four weeks after two years

• career development opportunities

• a collaborative values-based team culture

• a wellness program

• a hybrid working model

• participation in Communities of Inclusion

Want to make a difference in your career Consider this opportunity.

Reporting to the Manager Investigations the Investigator is responsible for investigating a broad range of complaints involving the actions and inactions of health sector organizations. The Investigator will handle a caseload of individual complaints and may also participate in a team investigating systemic issues. The Investigator will establish investigative plans gather evidence conduct interviews and site visits analyze evidence and prepare thorough and objective reports including recommendations.

Investigations

• Manages a caseload of investigations with various levels of priority sensitivity and time frames.

• Reviews files and gathers necessary information to identify relevant issues.

• Drafts investigation plans for consultation and early identification of issues by assessing the scope and determining the methodology and techniques required to carry out a thorough and effective investigation.

• Conducts thorough and objective investigations involving both individual and systemic issues with a focus on rigorous fact-finding fairness timelines and attention to detail.

• Coordinates list of people to be interviewed communicates with complainants health sector organization staff and witnesses and conducts on-site interviews and visits to gather evidence.

• Plans and conducts thorough interviews using a variety of interviewing techniques.

• Leads or participates in complex high profile and/or time sensitive investigations.

• Identifies obtains reviews and analyzes all documentation relevant to an investigation.

• Identifies potential barriers to an effective investigation and recommends solutions.

• Supports Early Resolution Specialists by providing expertise analysis and a point for resolution and/or escalation of complaints.

• Conducts file reviews and other quality improvement activities on an as needed basis.

Analysis and Report Writing

• Reviews and analyzes all evidence collected during an investigation including identification and analysis of any legal or regulatory issues.

• Prepares and maintains factual objective and accurate documentation to ensure neutrality.

• Ensures that all information relating to an investigation is documented in the case management system including storing an electronic copy of all paper documents in the case management system.

• Recommends appropriate steps to take following analysis of the evidence including proposed findings and recommendations.

• Writes detailed high-quality reports and correspondence -- in plain language when possible -- setting out the facts of a case cogently objectively and accurately followed by a well-reasoned analysis and unbiased assessment of the evidence.

Communication

• Uses advanced communication skills including active listening and demonstrates ability to diffuse emotional situations and extract relevant information through telephone and/or in-person interviews.

• Effectively communicates necessary information to complainants health sector organization employees and others by telephone email correspondence or in-person reflecting a tone appropriate to Patient Ombudsman.

• Participates in team meetings sharing information on the status of investigations and anticipated difficulties.

• Consults with the manager and others for strategies and/or guidance on lines of inquiry.

• Works collaboratively and maintains an effective and professional working relationship with other members of the Patient Ombudsman team.

Compliance

• Complies with all relevant legislation including but not limited to the Excellent Care for All Act the Freedom of Information and Protection of Privacy Act the Ontario Human Rights Code the Health Care Consent Act and the Occupational Health and Safety Act.

• Complies with the operational policies and procedures of the Office of the Patient Ombudsman.

Other Activities

• Maintains the confidentiality and privacy of personal information and personal health information.

• Participates in learning opportunities.

• Participates in internal committees and undertakes special projects

• Mentors/coaches new colleagues as required.

• Provide back-up coverage for the Early Resolution Specialists as required.

• Performs other duties as assigned.

• Post-secondary degree in health administration public administration law alternative dispute resolution or in a related field with an acceptable combination of education and experience.

• A minimum of five (5) years of current experience conducting investigations in a similar type organization or equivalent

• A minimum of five (5) years of current experience working with case management or information management systems or equivalent

• Proven experience in investigations and/or administrative oversight.

• Knowledge of public hospitals long-term care facilities and/or home care in the Ontario context

• Proven experience understanding and interpreting legislation policies and procedures.

• Knowledge about administrative fairness relating to ombudsman investigations case law and its applications knowledge about administrative law in general and with the rules of natural justice due process procedural and substantive fairness.

• Ability to exercise sound judgment/integrity remain independent and impartial.

• Demonstrated experience in mediation and alternative dispute resolution mechanisms.

• Demonstrated experience in developing and executing investigation plans.

• Strong analytic skills to conduct research and assess evidentiary relevance.

• Proven ability to interview individuals at all organizational levels.

• Strong interpersonal skills and discretion including the ability to manage and diffuse emotionally-charged situations.

• Demonstrated experience in analyzing and identifying issues without injecting opinion or acting as an advocate.

• Demonstrated ability to effectively problem solve and facilitate resolutions.

• Capable of multi-tasking and balancing the need to investigate quickly without compromising quality and objectivity.

• Demonstrated commitment to customer service and quality principles in service delivery.

• Demonstrated ability to work with and respond effectively in a diverse population.

• Excellent oral and written communication skills.

• Self-starter with a proven ability to work independently and within a team.

• Ability to work collaboratively and maintain an effective and professional working relationship.

• Demonstrated ability to identify risks and take appropriate steps to mitigate risks.

• Proficient use of Microsoft Office case/information management systems and office technologies.

• Possesses a valid Class G drivers license and has demonstrated ability to drive a motor vehicle.

• Generally works in an office or home office environment.

• Will be required to travel to conduct interviews gather evidence and conduct site visits to attend meetings or events training or conferences. Some occurrences of over-night travel will be required.

• Within the framework of the Excellent Care of All Act and other approved policies has the authority to make decisions and take action. Where authority is specifically withheld has the responsibility to recommend appropriate action to those who have the authority.

• As part of the investigative process investigators will be required to attend at public hospitals long-term care facilities and private homes to conduct interviews and site doing so investigators will be interacting with vulnerable people and at times on their own. As such investigators are required to provide a Vulnerable Sector Police Reference Check prior within sixty (60) days of their employment.

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Location:

Ontario Health and Patient Ombudsman supports a hybrid work environment and has office locations across the province. We welcome applications from candidates residing anywhere in the province of Ontario.

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