Office of the Ombudsman at Hydro One - Policy and Research Advisor

50022 - Toronto - Regular 

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly  1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One!

As the successful candidate, you will provide research and policy support to the Office.

With direct experience in the fields of public sector policy and research, social justice, consumer advocacy and/or administrative fairness, you will have sound knowledge and capacity to interpret policy, research and applicable legislation/regulations, as well as conduct qualitative and quantitative data analysis of complaint data, along with the identification of systemic trends.

Major Responsibilities

• Compile and conduct regular qualitative and quantitative analysis of organizational complaint data to identify key trends
• Supports in drafting, critically assessing and revising internal policies relating to all aspects of the Ombudsman Office’s role and mandate
• Assists in drafting and developing reports, briefing notes, correspondence and presentations for internal and external stakeholders
• Assists in the creation and delivery of Quarterly Reports, Annual Report, Annual Budget, and other related materials for submission to the Hydro One Board of Directors
• Support the development and designing of training and presentations for internal and external stakeholders
• Monitor and interpret legislative developments as well as developments in the energy field generally and Hydro One specifically as they may impact customers and complaint trends
• Provide research and policy support, documenting findings, supporting data, recommendations and theories
• Research and prepare materials on various topics
• Monitor and follow-up on recommendations and implementation
• Conduct "best practice" research on current and emerging administrative fairness and related issues
• Identify and monitor information about social, economic and environmental needs of communities as related to energy and forecast emerging issues and needs
• Work with IT to develop and monitor ongoing updates to the case management system 
• Keep appropriate records including up-to-date information on the case management system as required and hard copy files
• Model and contribute to an environment which supports and values equity, inclusion and organizational change
• Other duties as may be assigned

Key Qualifications

• Expertise using data analysis functions in Microsoft Excel (pivot tables, vlookup, sumifs, match, complex nested formulas, etc.)
• Advanced knowledge of qualitative and quantitative research methods such as sampling, data collection, statistical data analysis
• Ability to prepare engaging presentations using Microsoft PowerPoint
• Strong analytic and interpretation skills in taking data analysis findings and effectively drafting briefing notes  in plain language
• Sound capacity for interpreting policy, regulations and legislation relevant to the Office mandate
• Excellent writing skills in addition to research, analytical and organizational skills
• Strong interpersonal skills and ability to communicate effectively
• Knowledge of the energy field an asset
• Demonstrated experience and understanding of marginalization and equity
• Post-secondary education in a professional discipline related to the job function or an equivalent combination of education and experience
• Experience with computerized case management systems an asset
• Experience with Microsoft SharePoint an asset 

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2024.

Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email careers@hydroone.com. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

Deadline: November 11th, 2024

In the event you are experiencing difficulties applying to this job please consult our help page here.

We thank all applicants for their interest in a career at Hydro One; however, only those candidates who are selected for an interview will be contacted.