Senior Public Inquiry & Correspondence Officer
Are you looking for a challenging position to showcase your leadership and expertise in communications? If so, bring your advanced writing skills, creativity and expertise in legislation to the Strategic Communications Branch of the Financial Services Commission of Ontario (FSCO) where you will lead, coordinate and provide technical direction to staff in the provision of public inquiry and correspondence services administered by FSCO.
What can I expect to do in this role?
In this role, you will:
- Coordinate public inquiry and correspondence operations;
- Provide technical advice, training and guidance to staff;
- Investigate, assess and respond to public inquiries and correspondence issues referred by staff;
- Provide strategic communication advice on the research and preparation of correspondence and responses for the Minister, Deputy Minister and CEO/Superintendent of FSCO on politically sensitive and/or contentious issues;
- Perform environmental scans of newspapers, media requests, bulletins and notices;
- Guide staff in correspondence preparation and personally responds to high-profile, contentious, complex and/or high-priority incoming correspondence related to FSCO programs and services;
- Develop and implement information resources, script responses and new/revised materials in response to new/revised legislation, regulations and FSCO programs/services to ensure staff consistency in responding to incoming inquiries;
- Liaise with FSCO/ministry program areas to coordinate cross-communication initiatives;
- Analyze inquiry statistics; identify frequency of issues, emerging trends and recurring complaints;
- Represent the unit/branch on committees, and recommend new/revised strategies and operational procedures to improve public inquiry and correspondence operations, and to resolve service quality shortfalls or issues.
Location: North York
How do I qualify?
- You have knowledge of policies, procedures, services and standards to coordinate public inquiry and correspondence service delivery, and to guide staff in responding to inquiries, and in researching and preparing correspondence.
- You have knowledge of Strategic Communications principles, practices and protocol to personally write/edit correspondence in response to high profile and/or contentious issues.
- You have knowledge of relevant legislation and regulations and specialized terminology to deliver training and develop information resource materials for staff, and provide interpretation to staff, stakeholders and the public.
- You can prepare correspondence for the Minister's, Deputy Minister's or CEO/Superintendent's signature.
- You can write briefing notes, reports, training materials and revised procedural recommendations.
- You can inform staff and stakeholders on relevant legislation, processes and procedures.
- You can advise staff on responses to complaints and the preparation of correspondence; identify solutions to client concerns; negotiate timelines; assess feedback on communication plans; and to advise on the potential impact of identified issues or emerging trends.
- You have presentation skills to provide customer service training to staff.
- You demonstrate tact, diplomacy and sensitivity to respond to emotionally charged inquiries or complaints.
Analytical & Problem-Solving Skills:
- You can research contentious correspondence issues, and develop response strategies/plans.
- You can anticipate and respond to questions raised in the legislature and by the media related to FSCO policies and programs.
- You can evaluate and determine messaging based on the political sensitivity of issues.
- You can evaluate statistical data to assess unit performance, trends and productivity levels.
Organizational & Planning Skills:
- You have knowledge of organizational and planning techniques to coordinate staff activities, and prioritize competing priorities and deadlines.
- You can lead project teams, and provide guidance and training to staff.
- You have knowledge of computer applications for word processing and presentations to prepare briefings/presentations/training materials.
Salary Range: $61,397 - $85,839 per year
- 1 Permanent, 5160 Yonge St, North York, Toronto Region
Please apply online, only, by Tuesday, February 20, 2018, by visiting www.ontario.ca/careers and entering Job ID 118668 in the Job ID search field. Please follow the instructions to submit your application. Faxes are not being accepted at this time.
If you require accommodation in order to participate in the recruitment process, please contact us at www.gojobs.gov.on.ca/ContactUs.aspx to provide your contact information. Recruitment Services staff will contact you within 48 hours. Only those applicants selected for an interview will be contacted.
The Ontario Public Service is an inclusive employer. Accommodation will be provided in accordance with Ontario’s Human Rights Code.