Director of Intake and Informal Case Resolution

Director of Intake and Informal Case Resolution (Informal Case Resolution team)

Posting Open Date: July 3, 2026

Posting close date: August 7, 2026 or until filled

Location: Whitehorse, Yukon (in office)

Job type: permanent full-time

Salary range: $107,212 to $149,477 per annum

Benefits: Extended health benefits and 12% in lieu of pension

Hours: Monday to Friday, 8:30 a.m. to 4:30 p.m. (7.5 hour days)

Travel bonus: $2,242.00 per year (after two years of employment)

Note that this is not a Yukon government position.

The office of the Ombudsman, Information and Privacy Commissioner (IPC), and Public Interest Disclosure Commissioner (PIDC) is seeking to fill the position of Director of Intake and Informal Case Resolution for the Informal Case Resolution unit (ICR).

The Ombudsman, IPC, and PIDC is an independent officer of the Yukon Legislative Assembly and has responsibilities under the Ombudsman Act, the Access to Information and Protection of Privacy Act (ATIPPA), the Health Information Privacy and Management Act (HIPMA), and the Public Interest Disclosure of Wrongdoing Act (PIDWA). For information about the three mandates visit: YukonAccountability.ca

Under the Ombudsman Act, the Ombudsman is responsible to investigate allegations of unfairness made against government and other authorities. The Information and Privacy Commissioner is responsible to ensure government and other public bodies comply with ATIPPA and health care custodians comply with HIPMA. The PIDC is responsible to investigate disclosures of wrongdoing made by employees of government and other public entities and investigate allegations of reprisals taken against an employee under PIDWA.

Reporting to the Deputy Ombudsman/Commissioner, the Director plays a key role supporting the three mandates by leading and overseeing the intake and Informal Case Resolution team that consists of three Investigator and Compliance Review Officers (ICRO).

Director of Intake and ICR responsibilities:

Intake

• Oversees the ICRO’s intake duties that serve individuals who wish to make a complaint or a disclosure to the office under the Acts.
  • This includes ensuring that potential complainants, members of the public, government employees, and other interested parties that speak with or attend our office are treated with dignity and respect and receive timely and accurate responses to their inquiries.
• Assigns files to the ICROs to ensure appropriate case balancing, considering complexity, volume, time constraints, expertise, etc.
• Ensures appropriate jurisdiction over matters accepted for investigation and ensure that staff make appropriate referrals when matters are outside the office’s jurisdiction.

Informal Case Resolution

• Oversees the informal settlement of complaints, requests for review, and disclosures received under the Acts by working with the ICROs to plan strategically, apply negotiation skills, and proactively foresee and address conflicts.
• Provides guidance to ICROs on approaches and strategies for resolution by fostering team development, capacity, and resilience.
• Effectively manages and resolves conflicts between the ICROs, complainants, and the public organizations that may arise during the investigation process.
• Ensures that data entered by the ICROs into the office’s case management system is accurate and complete including that any decisions, rationale, and conclusions reached are adequately documented.
• Maintains a caseload and conduct comprehensive investigations into complaints and disclosures received under the Acts as part of the ICR investigation team.
• Oversees the preparation of investigation reports containing findings and recommendations to remedy any non-compliance, unfairness, wrongdoing, or reprisal.
• Provides advice and interpretation about the Acts and relevant case law, to the ICROs, the public, and the public organizations subject to the Acts.
• Evaluates risks to privacy and information security resulting from the implementation of a new program or activity by a public body or health custodian and make recommendations to mitigate risk.
• Evaluates privacy breaches, including those involving information technology, reported by public and health bodies and work with these bodies to mitigate risks and prevent recurrence.
• Comments on access to information, privacy, and disclosure policies and procedures, and develops guidance materials to educate the public and the public organizations subject to the Acts.
• Participates in outreach activities and helps to develop training and outreach materials under the office’s three mandates.
• Collaborates and builds relationships with the designated representatives of the bodies subject to the Acts to ensure recommendations are understood, accepted, and implemented.