Specialist, Complaints

2 weeks ago

Mississauga, Canada City of Mississauga Full time

Req ID: 23120

Vacancy Type: Permanent

Number of Positions: 1

Closing Date: 03/20/2023

**Job Summary**:
Reporting to the Supervisor, Complaints and Investigations, the Complaints and Investigations Specialist is responsible for handling Transit Operations workplace complaints, incident reporting, customer complaints, grievances and arbitrations for Transit Operations. Responsibilities include ensuring compliance with the processes (standard processes), ensuring consistency in the administration of the processes, tracking the complaints for Transit Operations.

**Duties and Responsibilities**:

- Responsible for ensuring compliance with the complaints and investigation process for Transit Operations, including workplace complaints, incident reporting, customer complaints.
- Ensure the processes followed are in compliance with City’s Respectful Workplace and legislative requirements. The Specialist works closely with the HR representative, Labour Relations and Legal to ensure compliance.
- Deals with cases in accordance with the City’s policies and procedure on harassment and discrimination prevention, including issues related to employment accommodation, AODA Employment Standard implementation and compliance, and Section 32 of the Occupational Health and Safety Act specific to workplace harassment.
- Conduct thorough and defensible investigations/fact findings in accordance with relevant policies, resulting in reports containing factual findings and analysis of evidence for the review of senior leadership.
- Analyzes trends in complaints or violations of policies and recommends appropriate follow-up such as harassment or discrimination dispute resolutions, education or information sessions.
- Assesses the need for departmental training, development and/or education on legislative requirements such as human rights issues, personal harassment, and discrimination. Works with Human Resources to develop recommendations and deliver, appropriate activities and other interventions to address identified needs. Monitors compliance with all complaints and investigation recommendations.
- Collects and tracks grievances and referrals to arbitration, ensuring they are addressed in a timely manner in accordance with the ATU CA.
- Ensures ongoing auditing and follow up of all complaints to ensure compliance and tracking.
- Escalates findings and recommendations to Supervisor, Complaints and Investigations for review.
- Evaluates effectiveness of recommendations and interventions and makes recommendation changes if necessary.
- Participates in ongoing professional development opportunities including workshops, network meetings, and conferences to remain current on all legislative requirements affecting all complaints and investigations including Human Rights and AODA Employment Standard requirements.
- Prepares statistical reports and data analysis as needed.
- Provide additional support as needed to the Attendance Management team.
- May be responsible for providing support in meetings outside standard business hours.

**Skills and Qualifications**:

- Post secondary degree required; preferably in business administration, human resources or related discipline
- Minimum of five (5) years experience in a fast paced operational unionized environment
- Equivalent combination of education and related work experience will be considered.
- Comprehensive knowledge of Complaints and Investigation processes, Legislative requirements, including Human Rights and Employment legislation, Occupational Health and Safety Act, Bill 132, and Employment Standards Act.
- Comprehensive knowledge of Human Rights and Employment legislation, including the Ontario Human Rights Code, Occupational Health and Safety Act, Bill 132, and Employment Standards Act.
- Must have advanced communication skills, both verbal and writing excellent leadership skills with the ability to provide coaching/mentoring Attention to detail and strong organizational skills.

Hourly Rate/Salary: $ 83,485.00 - $ 111,315.00

Hours of Work: 40

Work Location: Mississauga Transit

Department/Division/Section: T&W/Transportation&Works Dept, T&W/Mississauga Transit, MT Operations

Non-Union/Union: UFCW

All personal information is collected under the authority of the Municipal Act.

We are an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, the City of Mississauga will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.

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