The Intake & Resolution Officer is responsible for the timely, accurate and efficient review of complaints received from the Client Service Centre and for the substantiation and resolution of complaints for which legal expertise and advice of Counsel is not required. The Intake & Resolution Officer identifies the regulatory issues and collects information/documentation in order to resolve and close files. The Intake & Resolution Officer conducts a risk assessment of the regulatory issues identified in a complaint, as well as of the licensee’s status history, complaints history and discipline history. The Intake & Resolution Officer closes files where further investigation of the regulatory issues is not warranted. The Bilingual Officer attends to activities equally effectively in English and French.
Client / Customer Service Delivery
The requirement to maintain a high standard of commitment, ethics, respect, care in service delivery to clients (internal and/or external).
Communication and Interpersonal Skills
The requirement to structure and deliver effective verbal and written communication with clients, staff, licensees, the public, and others in a non-threatening and constructive way.
The requirement to share responsibility for the achievement of team goals and the associated behaviours required for individuals to contribute effectively in a team environment.
The requirement to demonstrate an attitude that consistently strives to improve a standard of excellence for one’s self and for the benefit of the organization, its licensees and stakeholders.
Problem Solving and Judgement
The requirement to identify and analyze problems, determine root causes, evaluate alternative solutions and take and/or recommend appropriate solutions.
Technical Competence / Professional Knowledge
The requirement to apply knowledge and skills to carry out the work and/or provide advice. This also includes the quality of advice given, as well as the requirement to make decisions in the best interests of the organization as a whole.