Junior Information & Tribunal Analyst

Role Purpose

The ITA supports the CAO by becoming the subject matter expert on the Condominium Act 1998 (the Act) and its regulations and all the CAOs information and tools in order to:

• respond to queries from the public and provide clients with information.
• assist with the review of and ongoing improvements to CAO materials including but not limited to web content templates and guides.
• assist clients with accessing the CAOs services including the new ongoing returns process affecting over 11000 condominium corporations the CAOs public registry the CAOs mandatory training for condo directors and the Condominium Authority Tribunal and its online dispute resolution (ODR) service.
• participate as required in CAO outreach activities including representing the CAO at condo community events and conferences.
• participate in project work and any other tasks as assigned.

Please apply by Octoberpm.

Key Responsibilities

• Respond to telephone online and written inquiries complaints and requests for information from condo communities clients and the public including condominium corporations board members managers owners purchasers mortgagees and other stakeholders while meeting internal service standards.
• Analyze complex inquiries and provide targeted accurate information while safeguarding confidential data and ensuring the integrity of CAO communications.
• Synthesize information from various sources and apply relevant legislative provisions policies and guidelines to specific situations.
• Manage Tribunal cases by reviewing and approving applications providing case management recommendations assisting with legal research maintaining jurisprudence indexes and guiding clients through the Tribunal system.
• Respond to client queries submitted via the Online Tribunal system phone and email. Suggest improvements to CAT systems materials (including web content) and processes. Contribute to CAT project work and other assigned tasks.
• Create content for the CAO and CAT including web content briefing notes policy recommendations fact sheets and other materials for senior management.
• Conduct research using the CAOs databases external information systems internet resources and reference materials such as fact sheets brochures pamphlets and government publications.
• Assist clients in navigating the CAOs online services including information tools director training condo returns public registration and the CAT. Identify and escalate technical issues to ensure smooth client experiences.
• Collect and track statistical data related to query types web traffic and service demand to enhance the CAOs information services and improve service delivery.
• Participate in project teams contributing to the implementation of new administrative policies and procedures to improve public inquiry and correspondence services.
• Review and respond to Tribunal applications assist and direct Tribunal members and post Tribunal decisions.
• Support CAO outreach activities as required.
• Review and contribute to the ongoing improvement of CAO materials.
• Perform additional related duties as assigned.

Qualifications Skills & Knowledge

• Post-secondary education in policy or a related field is required; an equivalent combination of training and experience may be considered.
• Demonstrated in-depth knowledge and application of theCondominium Act 1998and its regulations as well as other legislation issues and resources related to condominium living in Ontario.
• In-depth knowledge of the CAOs accountability obligations including the Administrative Agreement with the Ministry of Government and Consumer Services the CAOs Bylaw and other operational policies and procedures.
• At least 2 years relevant experience
• Ability togather andsynthesize complex information (particularly legal) and gear this information (written and verbal) to the appropriate audience level.
• A solid understanding of the integrationbetween the CAOs information services andthe organizations online systems is a must.
• High level of communication skills withparticular emphasison excellent writing ability to convey information in a clear and concise manner.
• Previous experience with project planningand deliveryanasset.
• Successfulcandidate(s)must be self-directedand motivated to deliver agreed upon outcomes with minimal supervision sometimeswithin short timelines.
• Demonstrated commitment to customer service excellence in a detail oriented client focused time-pressured time management skills.
• Ability to work individually as well as part working as part of a team.
• Ability to prioritize and manage conflicting demands.

Required Experience:

Senior IC