Supervisor, Early Resolution

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**About the College of Immigration and Citizenship Consultants (the College)**

The College is the authority mandated by the Government of Canada to regulate the practice of Regulated Canadian Immigration Consultants (RCICs) and Regulated International Student Immigration Advisors (RISIAs). Its role, authority and powers are established in the College of Immigration and Citizenship Consultants Act (Canada). The College sets and enforces the licensing, education and ethical standards of the profession in the public interest.

**Industry**

Self-Regulatory Organization (SRO)

**Position**

**JOB TITLE**: Supervisor, Early Resolution

Department: Professional Conduct

Reports to: Manager, Intake and Resolutions

Language Requirement: Bilingual Preferred

Location: Canada

Classification: Full-time

**Why join us?**

**How will this role support our team?**

The Supervisor, Early Resolution leads the operations of the College’s early resolution (ER) functions. This includes reviewing complaints, facilitating the ER process and ensuring compliance with agreements.

**Responsibilities Include (but are not limited to)**
- Lead the operations of the College’s ER functions, including mediations.
- Work with the Manager to provide training, coaching and feedback.
- Review Triage and ER process across cases for consistency and procedural fairness.
- Guide staff on all relevant policies, procedures, By-Laws and legislation in their work to resolve complaints.
- Review complaints to assess their appropriateness for ER.
- Analyze complaint information and identify issues tied to the professional obligations of licensees.
- Prepare complaint summaries and reports when required, synthesizing all information and making recommendations about how to proceed.
- Facilitate transfer of complaints to other teams within the Department where ER process is not appropriate or premature.
- Coordinate Complaints Committee meetings, which includes identifying panel members, scheduling, presenting complaints, preparing draft agendas, minutes and decisions.
- Support the work of the Independent Complaints Review Officer (ICRO):

- Provide complaint documents, respond to the ICRO’s inquiries, obtain additional information from staff and assist with drafting decisions.
- Review the ICRO’s decisions, distribute them to the relevant managers, and act as intermediary for correspondence between the Officer and managers.
- As time permits, resolve low-risk complaints referred to the ER stream in a manner appropriate to the nature of the issue(s) and applicable regulations.
- Maintain case files and documentation, per Department processes.
- Coordinate with other staff to ensure participants’ compliance with agreements.
- Prepare reports and metrics related to number of cases closed at the ER stage for the Manager’s review. Analyze trends and continually build and improve the ER program by identifying process improvements, and developing new materials that facilitate resolutions, including educational and training materials, guides, web content and templates for licensees to help them better manage their practice.

**This role will support our team by providing**
- Analytical, problem-solving and judgement to prepare processes, identify issues in complaints and work towards an appropriate solution
- Time management and organizational skills to manage and prioritize competing priorities and deadlines
- Organizational skills to keep track of deadlines and a high volume of case documents and materials
- Flexibility to work in a fast-paced changing environment as a collaborative team player who demonstrates initiative
- Interpersonal and stakeholder relationship management skills to interact professionally and respectfully with stakeholders and engage in dispute resolution
- Written and verbal communication skills to prepare case documentation and engage in dispute resolution
- Tact and discretion to work on confidential and sensitive matters
- Coaching and management skills to inspire, motivate and develop team members

**Required Education and Experience**
- College Diploma in law (e.g., Legal Assistant, Law Clerk or Paralegal) or a field related to dispute resolution (Alternative Dispute Resolution [ADR])
- 3-5 years of progressive experience in early resolution and dispute resolution
- Knowledge of administrative law principles and ability to acquire knowledge of the College Act, regulations, By-Laws and Code of Professional Conduct
- Knowledge of office/administrative software

**What We Offer**
- The College hires and onboards 100% remotely
- The opportunity to protect the public interest within the immigration and citizenship sector
- A culture of transparency, where team members are involved in important conversations
- Full health benefits from day one for you and your family
- Access to the Employee and Family Assistance program
- RRSP match

**How to Apply**

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