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Job description

Candidates will receive an email confirmation when submitting their application online. However, only candidates selected for interviews will be contacted. Please allow one (1) working day from the time you send in your application to receive an email confirmation.



Posted on: January 22, 2021
Deadline: February 4, 2021
Grade: n/a
Campus: SGW


This position represents an indeterminate full-time contract position.


Reporting to the Ombudsperson, the incumbent assists in carrying out the functions described in the Terms of Reference of the Ombuds Office ( He/she works with University members to resolve University-related concerns and complaints informally, to investigate complaints and to recommend improvements to policies, rules and procedures that are unclear or inequitable.

Primary responsibilities

  • Gather pertinent facts in a case and identify the pertinent avenues of recourse and inform the University member. Identify appropriate strategies to offer the member to assist in the resolution of concerns and complaints. Investigate cases by seeking information, examining details and identifying causes and reasonable outcomes. Apply Concordia’s policies, rules and procedures and other relevant information to case resolution.
  • Design effective case plans, meet deadlines and evaluate results. Make and implement recommendations to individual and systemic cases following the approval of the Ombudsperson. Advise parties of the outcomes of investigations. Maintain suitable records.
  • Maintain the confidentiality of information or materials to which he/she has access and remain impartial in his/her functions.
  • Foster constructive and effective relationships with University members as well as members of the Ombudsman community. Promote the role and services of the Ombuds Office.
  • Work closely with the members of the Ombuds Office team to meet Annual Objectives and fulfill the Terms of Reference.
  • Participate in case review to foster efficient caseload management. Participate in the analysis of casework statistics to contribute to the Annual and other Reports and to identify trends to support recommendations for the improvement and development of University policies, rules and procedures.
  • Support and replace the Ombudsperson when required.


  • Bachelor’s degree in a field related to the primary responsibilities and four to seven years of work experience in a conflict resolution role in a complex administrative environment.
  • Keen understanding of the principles of natural justice and equity.
  • Very good knowledge (Level 5) of spoken and written English; good knowledge (Level 4) of spoken and written French.
  • Superior interpersonal skills.
  • Excellent critical thinking and problem solving skills.
  • Well-polished attentive and active listening skills.
  • Ability to work equitably with a wide range of individuals using diplomacy, tact and sensitivity.
  • Leadership and influencing skills.
  • Good knowledge (Intermediate level) of Word, Excel, FileMakerPro, Outlook and PowerPoint in a Windows environment.


*Please note this is a Pay Equity designated position PE2031-50A and that the associated salary range is $ 82,701 - $ 95,885 per annum



Interested applicants must submit a curriculum vitae with a covering letter by February 4, 2021. Please click on the How to Apply button below for further instructions.

IMPORTANT: The language and computer skills of short-listed candidates will be tested.

Concordia University is committed to Employment Equity and encourages applications from women, Aboriginal Peoples, visible minorities, ethnic minorities, and persons with disabilities.

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