Manager Intake and Resolutions

**Manager Intake and Resolutions**

The College of Early Childhood Educators (the College) regulates more than 58,000 members of the early childhood education profession in the public interest, pursuant to the _Early Childhood Educators Act, 2007._ The College issues Certificates of Registration, has established a Code of Ethics and Standards of Practice for the profession, and responds to concerns about members through a complaints and discipline process. The College is a not-for-profit organization with a staff of 60 and an annual operating budget of approximately $10M.

Our members come from diverse backgrounds and so do our employees. As an equal opportunity employer, the College continues to create an inclusive environment.

We are seeking a Manager Intake and Resolutions.

Reporting to the Director, Professional Regulation, the incumbent is accountable for managing the timely, accurate and efficient intake and initial processing of concerns involving College members, registration appeals and illegal practitioners. The incumbent will identify risk, regulatory issues and direct cases for regulatory action or informal resolution. This role will lead the development and implementation of informal resolution processes to ensure regulatory compliance, continuous best practices, and quality improvements The incumbent as a member of the College’s Senior Management Team contributes to the strategic direction and ongoing operational improvements of the Department.

**Responsibilities**
- Manage the operations of the Intake Unit to ensure the monitoring of case documentation, case volumes and workflow requiring timely, consistent, and fair processing for the intake of professional conduct, registration appeals and unauthorized practitioner matters. This includes; reviewing case files and documentation, providing direction and guidance to team members, and monitoring the timelines and status of cases.
- Lead key department communications which seek to build, develop and sustain beneficial or strategic partnerships with stakeholders in efforts to educate, persuade and negotiate cooperation, acceptance of proposed resolutions, understanding of legislative requirements, and ensure transparency of processes.
- Coach, manage and mentor direct reports, including recruitment and selection, training, evaluation, and performance reviews.
- Review cases to identify risk, regulatory issues, determine sufficiency and accuracy of initial information received;
- Stream cases to investigations or informal resolutions ensuring consistency in handling and compliance with department processes and policies.
- Lead the development, implementation and monitoring of the informal resolution processes using data insight, ensuring regulatory compliance, continuous best practices, and quality improvements.
- Ensure the provision of logístical (e.g., panel selection) and administrative support (e.g. preparation of meeting materials and presentations) for the College’s Registration Appeals Committee. This support is provided for Committee meetings, training sessions, new committee member orientations and panel deliberations.
- Ensure the collection, monitoring, and analysis of data to:

- measure the effectiveness of the Unit’s operations and the informal resolutions processes;
- identify process improvements;
- Monitoring and identifying trends;
- provide information for budget/audit purposes and
- make recommendations on changes to process, procedures. and technology needs.
- Support operationalizing new policy direction as set out by Council. Provide operational advice, assistance, and support to employees with the implementation of new policies and initiatives.
- Contribute to the development of short and long-term strategic plans for the Unit and Department by identifying emerging trends and opportunities for ongoing process improvements.
- Keep up-to-date with applicable legislation, trends and practices.
- Other duties as assigned.

**Qualifications**


- Three-year college or university program and/or relevant experience in a related field/sector
- 5 to 7 years’ combined experience including experience in management and regulatory setting (or related field)
- Knowledge and understanding of legal and administrative law principles such as procedural fairness, confidentiality, privacy, human rights, and evidence law.
- Knowledge of the Early Childhood Educators Act, 2007 and familiarity with the College Standards and Code of Ethics.
- Strategic thinking, planning, vision, and leadership skills to work collaboratively at a senior level to develop and implement strategic directions and provide effective operational oversight.
- Analytical, critical thinking and problem-solving skills to identify issues, mitigate against associated risk, and lead the resolution of complex issues related to intake and initial processing of complaints.
- Flexibility to work in a fast-paced changing environment as a collaborative team player who