Decision Writer

Position : Decision Writer

Location : Toronto, ON – RHRA operates in a hybrid working environment

Status : Full-time, Permanent

Reporting to : Manager, Complaints & Client Services

Salary : $83,140 to $103,920 – Commensurate with level of experience

Vacancy Status : This position is for a current opening

The RHRA is seeking candidates for the role of Decision Writer . In this position you will be responsible for drafting clear, well-reasoned, accurate, and defensible written decisions for complaints. This includes collaborating with the Deputy Registrar and Licensee Compliance Assurance team to analyze, understand available evidence and apply the outcomes approved by the Deputy Registrar. Working within the Regulatory Operations team, you will share responsibility for the ongoing development, implementation and evaluation of the complaints process to ensure compliance with the Retirement Homes Act, 2010 and its regulations. Success in this role will be achieved through clear and consistent complaint decision drafting, along with excellent communication, information upkeep and file maintenance.

The RHRA offers a great working environment, learning and development opportunities, work-life balance, competitive compensation and benefits package.

Key Responsibilities

• Draft penultimate decision letters that are clear, concise, defensible, and well-reasoned.
• Collaborate with the Regulatory Operations team by participating in complaints decision meetings to understand and apply the outcomes and dispositions for complaint matters as directed by the Deputy Registrar.
• Assess the risk throughout the writing process to craft decisions that mitigate risk for RHRA.
• Analyze, interpret and integrate evidence, submissions, and investigation findings into structured coherent decisions.
• Ensure consistent application of the Retirement Homes Act, 2010 and its Regulations.
• Apply organizational policies and decision precedents to ensure consistency and defensibility resulting in decisions that can withstand scrutiny of the public, the CRO, and courts if necessary.
• Employ understanding of the RHRA’s voice and consistent alignment with and application of the Deputy Registrar’s voice within decisions.
• Ensure all aspects of decision drafting and related collaboration are conducted on time to meet service level standards.
• Liaise with the Complaint Review Officer when needed.
• Manage sensitive and confidential information in accordance with legislative requirements.
• Recommend and provide insight on procedures or process improvements when recurring issues or gaps are identified.
• Perform revisions on template documents as needed.
• Track required data pertaining to assigned cases and complete appropriate document management.
• Support the Manager of Complaints and Client Services through effective and efficient management of all aspects of the complaints process.
• Perform a full cycle review to determine and carry out actions needed to address complaints (e.g., inspections, inquiries, resolutions, enforcement).
• Communicate with complainant(s) and licensee(s) as needed.
• Support in the drafting of the memoranda of instructions as needed.
• Proactively ensure continuous quality improvement of the complaint process.
• Enter data into the RHRA’s case management system and ensure integrity of same.
• Ensure all complaints activities are carried out in a timely manner to meet service level standards.
• Assist with the reporting and analyzing of the RHRA’s complaints process, including identifying other duties needed to efficiently and effectively manage complaints.
• Act as a functional resource by participating in the effective onboarding and training of relevant staff as needed.
• Provide ongoing timely support to inspectors and other staff by responding to ad hoc queries on particular cases and process issues as requested.
• Work with cross-functional project teams (e.g., Intake, Licensing, Inspections, Enforcement, etc.) by providing analysis and contributing to strategy development, implementation and evaluation.
• In conjunction with the Regulatory Operations team, contribute to the development of Regulatory Compliance policies and procedures through collaboration with appropriate staff.
• Collaborate with appropriate staff to participate in research and data analysis relevant to Regulatory Compliance activities.
• Collaborate with appropriate staff to identify and analyze issues and trends pertaining to compliance with the Retirement Homes Act, 2010 and prioritize the development of applicable standards.
• Support the development of regulatory compliance standards through participation in project groups or individual assignments.
• Attend and constructively participate in team, department and organization meetings and briefings.
• Play a full and active role in achieving department and organization objectives.
• Participate in continuous quality improvement activities through process reviews, identifying opportunities to streamline work, providing and receiving constructive feedback.
• Attend training, education sessions and stay current on existing, new legislative and regulatory developments that are relevant to the position and organization.
• Identify opportunities for the development and / or revision of new or existing supports, tools, policies and programs to support the compliance support process.
• Actively seek and accept feedback from Manager and other staff, to continually improve own performance.
• Perform other special projects as required.

Minimum Qualifications

Required Competencies

Other Requirements

Satisfactory Professional and Criminal Reference Checks. RHRA currently operates in a hybrid work environment. Required office equipment (laptop, headset, softphone) will be provided. Please note that applicants who receive any conditional offer of employment from RHRA may be required to provide proof that they are double vaccinated with a COVID-19 vaccine approved by Health Canada as a condition of employment and to maintain their status as fully vaccinated as a condition of continued employment. RHRA will consider individual requests for accommodation by applicants who cannot be fully vaccinated due to grounds protected under the Human Rights Code.

Interested candidates may submit their cover letter and resume to careers@rhra.ca by January 16, 2026.

RHRA has a diverse workforce and is an equal opportunity employer. We welcome and encourage applications from people with disabilities. Accommodation is available on request for candidates taking part in all aspects of the selection process.

We thank all applicants; however, only those under consideration will be contacted.

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