My role, largely, is to keep the operations of the office running smoothly. As was mentioned, we have in Ontario approximately 24,000 complaints a year. The ombudsman sets the general tone and direction of the office for Ontario. Our direction is that we want to obtain meaningful, concrete results for people as quickly as possible.
My goal is to put that into action in every single case. So I'm in charge of overseeing the staff and overseeing how the complaint files are handled to make sure that people are receiving a high quality of service. So I'm dealing with the daily functioning and operations of the office, whereas Mr. Marin is setting the general tone and direction. He's also setting for us the priorities in terms of the systemic cases we're investigating. Mr. Jones is the director of SORT and is carrying those investigations out.
So it's very much a team approach. And it's very critical that you have solid, experienced people and that the employees you have in that office have the investigative skills to get right into the files, know what they're looking for, can identify problem areas, know the documents they want to have, and are able to establish relationships with the persons working in the departments so they will get the cooperation they need.