• Job ID: 62137
• Job Category: Governmental Affairs
• Division & Section: Ombudsman Toronto
• Work Location: 375 University Avenue, Toronto
• Job Type & Duration: Full-time, Permanent Vacancy

• Salary Range: $162,467.00 - $215,307.00, PSG# TM2563 and wage grade 10

  Shift Information: Monday to Friday, 35 hours per week
• Affiliation: Non-Union
• Number of Positions Open: 1
• Posting Period: 04-MAR-2026 to 20-MAR-2026

About Ombudsman Toronto

Ombudsman Toronto is an independent office reporting to City Council. It is accountable for ensuring fairness and equity in the public service. The office reviews complaints of unfairness involving City divisions, agencies, boards and corporations, and makes recommendations to improve City services for the public. Ombudsman Toronto’s services are confidential, accessible and free to everyone.

The office operates independently of City administration to provide effective oversight of the public service.

About the opportunity

Reporting to the Ombudsman, the Deputy Ombudsman plays a pivotal leadership role in advancing fairness across Canada’s largest municipal government. Working closely with the Ombudsman and the Deputy Ombudsman, Housing, this role shapes how the public service responds to complaints of unfairness, strengthening accountability and upholding public trust.

The Deputy Ombudsman helps ensure people receive fair process, fair outcomes and fair treatment from the City of Toronto, driving continuous improvements across City services. This is a unique opportunity to make meaningful changes across a complex organization serving millions of people.

About the role

Reporting to the Ombudsman, the role leads a dedicated team of intake and investigative staff, supported by policy, research and administrative professionals.

The Deputy Ombudsman provides strategic leadership and operational oversight for the early resolution of complaints and the management of investigations, both individual and systemic. They also conduct systems reviews; monitor implementation of recommendations; advise and collaborate with key stakeholders; advocate for continuous improvements and develop strategies for public engagement.

The Deputy Ombudsman provides City officials and staff with guidance on equity and fairness, acting as an expert source of information to improve service delivery. They are also accountable for the annual budget process; performance management and development; policy, research, data strategies and public engagement strategies.

Major responsibilities

• Oversee investigations, ensuring the City is upholding its commitments to fairness and equity in its policy development and service delivery.
• Oversee intake of complaints, ensuring timely and effective service and prioritizing early resolution of complaints where appropriate.
• Identifies issues for potential investigation and provides the Ombudsman with advice on approaches and implications.
• Propose improvements and monitor the progress of recommendations to embed the principles of administrative fairness in City legislation, regulations, policies and procedures.
• Serve as a trusted resource for City officials and City staff, providing expert guidance on administrative fairness in decision-making and program design.
• Build and maintain strong working relationships with a variety of stakeholders, including but not limited to City officials, City staff, community partners and other governmental partners.
• Develop measurable community engagement strategies that prioritize underserved communities in order to increase access to the office and its services.
• Manage, motivate and coach a team of dedicated professionals, fostering a culture of collaboration, continuous improvement and learning.
• Champion and implement the priorities of the office’s strategic plan in partnership with the Ombudsman and Deputy Ombudsman, Housing.
• Oversee key operational functions, including internal policies and processes; strategies for data; strategies for engagement, etc. to ensure the office operates effectively and efficiently, in cooperation with the Deputy Ombudsman, Housing.
• Works on special projects as assigned.

Key qualifications

1. Completion of post-secondary/university education and/or equivalent experience in a relevant field (e.g., law, public administration, etc.).
2. Significant senior leadership experience in the ombudsman field, human rights and/or administrative law or related field.
3. Considerable experience and application of administrative fairness, equity and systemic resolutions in a public sector context.
4. Proven experience in conducting and managing complex investigations, systems reviews and projects with multidisciplinary teams.
5. Demonstrated accountability for the quality, timeliness and outcome of cases, ensuring that all elements of the complaint resolution process are aligned and carried out to office standards. Demonstrated ability to ensure that the office’s mandate and standards are followed and that the principles of natural justice, fairness, human rights and equitable service delivery are at the core of the investigations and resolutions service.
6. Demonstrated ability to lead, motivate and coach staff with equity, integrity, compassion and a results-oriented approach.
7. Proven political acuity and demonstrated ability to serve as a trusted advisor.
8. Exceptional communication skills with demonstrable experience in investigative report writing and crafting clear recommendations.
9. Highly developed conflict resolution, problem-solving and analytical skills, with a proven ability to resolve conflict.
10. Experience overseeing operational functions, including the management of performance and creation of effective procedures and policies.

Notes:

• Based on Ombudsman Toronto’s Memorandum of Understanding (MOU) with the Toronto Police Service, a condition of employment for this position is the satisfactory completion of a “Consultant Level 2” Background/Security Check from the Toronto Police Service.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.