Investigator

2 weeks ago

Toronto, Canada Toronto Transit Commission (TTC) Full time

JOB INFORMATION
**Requisition ID**: 8190
**Number of Vacancies**: 1
**Department**: Human Rights & Investigations (20000019) - Human Rights (30000048)
**Salary Information**: $88,306.40 - $110,401.20
**Pay Scale Group**: 9SA
**Employment Type**: Temporary October 2025
**Weekly Hours**: 35, Off Days: Saturday/Sunday Shift: Day
**Posted On**: March 21, 2024
**Last Day to Apply**: April 30, 2024
**Reports to**: Manager (Acting), FISCC Office

The Toronto Transit Commission (TTC) is North America's third largest transit system and has been recognized as one of the top places to work in the GTA. Guided by a forward-thinking strategic plan, the TTC's vision is to be a transit system that makes Toronto proud. The TTC's recruitment efforts are directly aligned to its mission of providing "a reliable, efficient, and integrated bus, streetcar and subway system that draws its high standards of customer care from our rich traditions of safety, service and courtesy."

Career Opportunity

Reporting to the Manager, as an Investigator in the TTC Fare Inspector and Special Constable Complaints (FISCC) Office you will conduct impartial and unbiased investigations into complaints involving the conduct of Special Constables Services and Revenue Protection (SCSRP) members (including Fare Inspectors and Special Constables); as well as alleged contraventions and/or violations of TTC and/or Special Constables Services and Revenue Protection ("SCSRP") policies, procedures, standards and services provided. You will ensure that alleged contraventions of TTC policies, procedures and related legislation are investigated in a fair, thorough and timely manner. The Investigator reviews, investigates, analyzes and resolves complaints, including conducting mediations and other methods of conflict resolution as appropriate.

What You Will Do

You will investigate, analyze and resolve complaints involving the conduct and/or services of members of SCSRP, including but not limited to, alleged contraventions and/or violations of TTC's policies and/or the SCSRP departmental policies, procedures and standards in a timely, thorough and fair manner in accordance with applicable legislation (e.g., Ontario Human Rights Code, Occupational Health & Safety Act, Employment Standards Act etc.), regulations, rules, policies and best practice.
Investigations may include matters involving alleged harassment/discrimination, workplace violence, discreditable conduct, neglect of duty, or other types of alleged misconduct.
Receives and reviews complaints involving members of SCSRP from various sources, including but not limited to, TTC Customer Service Centre, management, TTC employees, members of the public, and external stakeholders.
Conducts Intake Interviews with Complainants to obtain all relevant information and documentation.
Uses a variety of communication skills including different strategies to effectively communicate with persons of diverse abilities and backgrounds who may be distressed as a result of an alleged incident (e.g., trauma-informed approach).
Recommends appropriate disposition of complaints according to an objective, impartial and evidence-based analysis of the issues.
Prepares clear and cogent correspondence and documentation, communicating the substance of the complaint, identified issues and rationale for the assessment and disposition of the complaint.
Conducts thorough and objective investigations of complaints with a focus on fact-finding, procedural fairness, timeliness and attention to detail.
Writes detailed, high quality investigation reports which include a clear review of the facts and evidence of the case.
Utilizes an objective and well-reasoned assessment of the evidence and credibility analysis of the parties in order to make factual findings and provide a detailed analysis on whether the factual findings amount to a breach of the applicable TTC policies, procedures or legislation.
Communicates the results of the investigation to the parties, including providing a written summary of findings.
Conducts research including identifying applicable legislation, case law, regulations, TTC policies or procedures and making focused inquiries to identify opportunities for potential resolution or to make recommendations on the disposition of complaints.
Identifies cases for potential early or alternative dispute resolution (ADR) methods and facilitates same, using a variety of effective conflict resolution strategies.
Ensures complaints are managed with great attention to detail, including ensuring all details of complaints and investigations are updated, in a timely manner, in the case management system.
Participate in the preparation and delivery of education/training sessions regarding the FISCC Office complaints process and other related topics.
What You Will Do
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