Job Specification

Purpose of Position :

To provide services in both English and French.

To provide initial case management assessment for public complaints received under the Police Services Act. R.S.O.
cP.15.

To provide case management administration, tracking and co-ordination to support the accurate, timely and efficient
handling of complaints at all stages.

To maintain the automated case management system and prepare accurate and timely case data and statistical
reports for OIPRD management.

To conduct special projects related to OIPRD case management activities.

To coordinate intake services and facilitate timely provision of intake assistance to the public, where required.

Duties / Responsibilities :

1. Perform analysis of public complaints received by mail, email, telephone or in person, and apply knowledge of OIPRD related legislation and the OIPRD mandate to classify/categorize each complaint, identify non-routine situations and
potentially difficult and/or contentious issues. Screen complaints to determine whether the OIPRD will have the matter
investigated or will screen the matter out as frivolous, vexatious, etc. The decision to screen out the complaint is final
and binding and not reviewable. Determining the need for more information' and interviewing/contacting complainants
or their official representatives by telephone or in writing, to elicit salient facts to complete initial/basic information, such
as missing witness statements, photographs, medical records, potential areas where victim affidavits could be used in
place of calling a witness.
2. Perform analysis of Request for Review of Investigative Reports filed by complainants for complaints investigated by
police services that are found to be unsubstantiated or not of a serious nature. Obtain and review the investigative
files compiled during investigation and complainant's submissions to analyze the documents and determine any
issues, missing information, inconsistencies, etc. Prepare a case summary and present to the Review Panel to assist
the panel in making its determination on the review.
3. Providing complainants/representatives with initial guidance and advice on OIPRD processes and/or the
appropriateness of the complaint to OIPRD (eg: whether there would be a case under OIPRD's legislated mandate;
advise about alternative review processes and/or which other organization(s) may be empowered). Briefing the Senior
Case Manager and Registrar about problems (eg: usually hostile complainant, outstanding gaps in essential
information, etc.), and recommending action.
4. Responding to complainants'lrepresentatives' contacts to provide case-specific information, always using discretion to provide only information parties are entitled to and protect confidential and sensitive information. Providing general
information and advice on the application of OIPRD regulations, policies, processes and procedures, and describing
broad approaches for resolving complaints.
5. Synthesizing, interpreting and assessing a wide range of qualitative and quantitative data and information regarding
each case to classify the nature of the complaint, log it onto the database, provide case summaries and recommend
action to be taken (eg: refer the case to the police force(s) involved, undertake an OIPRD investigation, etc.).
Following-up as required (eg: referring cases to other agencies or organizations, and advising complainants of action).
6. Preparing case data and materials to support the review/investigation process by OIPRD investigators, OIPRD counsel and police force(s) concerned. Providing information to other parties as required (eg: police forces, DAG/AG's
Offices, etc.). Referring non-routine matters to the Team Leader, Case Coordination where there is no precedent or
where OIPRD's jurisdiction or requests may be unclear, and providing recommendations based on precedents.
7. Maintaining the automated case management and tracking system, as well as hard and electronic copies of materials,
ensuring complete and accurate recording of case status and data received at all stages, (ie: tracking and reviewing
cases; examining and analysing all documentation in the police/OIPRD complaint file and complainant's submissions;
following-up on cases, including those referred to police forces for investigation, to ensure timeliness, appropriateness
and completeness). Closing the file upon completion. Ensuring complete consistency between soft and hard copies
of files.
8. Conducting analyses of statistical case management data for use in the preparation of workload and other program
reports (eg: quarterly case load reports) for OIPRD management and Ministry decision-making, utilizing various data
sets and data points (eg: location, type of complaint). Alerting the Team Leader, Case Coordination to data/case
trends (eg: systemic types of cases that appear to indicate systemic problems).
9. Researching matters related to contentious issues, correspondence, complaints etc. Following-up and investigating
quality/service complaints from clients and stakeholders about case management as directed by the Manager (eg:
delays), and drafting reports and correspondence for management's/counsels' signature.
10. Identifying inefficiencies in case management systems, procedures and tools (eg: recommending specific
report/database format changes). Developing and/or recommending new/improved processes and procedures to the
Team Leader, Case Coordination, and implementing approved improvements. Developing/recommending options
and procedures to communicate case management processes and guidelines to all stakeholders and the public.
Providing training and ongoing advice and guidance to OIPRO personnel to ensure effective implementation of
process changes. Participating in user testing, upgrading and maintenance of OIPRO case management database to
ensure its functionality. Co-ordinating and consulting with other Case Coordinators and/or OIPRD co-workers to
ensure process consistency and co-ordination.
11. Undertaking special projects as required, and reporting to the title on project progress, issues and results.
12. Performing a variety of related duties, as assigned, such as performing user testing for database
development/enhancement; undertaking special projects, providing back-up for other staff of OIPRO, etc.

Knowledge :

Detailed knowledge of relevant legislation Police Services Act. R. S. O. 1990 c P. 15: Freedom of Information &
Protection of Privacy Act. Ontarians with Disabilities Act 2001. Ontario Human Rights Code; OIPRO mandate,
structure, roles, systems, policies and procedures; knowledge of systemic and other types of issues relating to
complaints against police in Ontario; and general understanding of the criminal justice system, legal terminology, and
the general principles, processes and procedures of the policellegallcourts environment relating to the administration
of justice, in order to provide efficient and timely intake/case management administration, tracking and processing;
identify and obtain essential initial information, interpret and synthesize case information and prepare case summaries
with recommendations; and provide related advice and information on OIPRO mandate, administrative policies and
processes; and ensure compliance in own work.

Knowledge of police processes and legal administration practices, the concepts and principles of justice and fairness,
and the principles of administrative accountability underlying the justice system, to provide OIPRO information and
related case processing guidance to complainants/representatives; review, understand and interpret complex
documents and inquiries; identify issues; conduct case-management research and follow-up.

Excellent knowledge of the OIPRO case management database systems and administrative best practices to
prioritize work, co-ordinate/controlltrack cases and workflow, maintain accurate data, ensure consistency of
information and develo and recommend new rocesses rocedures and s stem enhancements.

Strong analytical, logical reasoning, evaluation and problem solving skills to assess incoming complaints and identify
next steps and issues; identify and resolve intake/processing problems and make recommendations on nonroutine/
contentious issues; assist the Manager in locating appropriate case management law and precedents;
research, analyse and comment on statistics and trends; assess efficiency and effectiveness and develop procedural
improvements; and participate in database/systems testing.

Excellent ability to prioritize and work organizational skills to plan and manage own, high volume and unpredictable
workload, achieve deadlines, co-ordinate with others, and meet OIPRD quality and quantity performance expectations
for service/case management efficiently and effectively.

Strong oral and interpersonal skills, tact and discretion, to make oral submission before the Review Panel, to discuss
case management requirements/inquiries with complainants/their official representatives, stakeholders, staff and
management, bearing in mind the confidential/sensitive nature of the case/information; perform pre-investigation
interviews with complainants/representatives to obtain/provide additional information, interpret applicable case
management policy, explain the OIPRD mandate/legislation and processing requirements, and provide initial process
advice and recommendations; handle confrontational and hostile situations; and to provide training and guidance on
the use of the database system for OIPRD personnel.

Strong written skills and judgement to prepare analyses, reports and correspondence using references from
statutes/regulations and legal precedents (eg: responding to case specific inquiries using/explaining specialized
terminology).

Proficiency in using PC-based/networked common office software (eg: MS Office, intranet, internet, email), to
research and produce data/information analyses, reports, correspondence).

Proficiency in English and proficiency in French (oral and written) at the advanced level.

Judgement :

Works independently with very general supervision from the Senior Case Manager & Registrar and with technical
guidance from the Team Lead Case Coordination, within the mandate of the OIPRD and applicable OIPRD/Ministry/OPS
administrative/quality assurance and service policies, standards and procedures.

Judgement and discretion are used to:
• Perform initial assessments of a wide variety of public complaints to assess their applicability under the Police Services
Act. R. S. O. 1990 c P. 15, identify specific information gaps, and take action to obtain all required information to make
an initial case assessment.
• Interpret information in order to determine the jurisdiction, provide related processing advice and recommendations to complainants/representatives and the Manager, and prepare accurate and complete case summaries with
recommendations.
• Elicit case information with considerable tact and sensitivity, including handling sensitive, difficult and/or confrontational situations with poise and impartiality.
• Ensure compliance with protection of privacy and disclosure guidelines regarding the release and protection/storage of confidential information.
• Analyse cases to identify and report on trends (eg: systemic issues).
• Ensure the currency, integrity, completeness, accuracy and consistency of the database and electronic and hard copy
case records and files at all times, including cases referred to police forces for investigation.
• Identify and assess inefficiencies in case management systems, procedures and tools, and make specific
recommendations for process/service/compliance improvement.
•. Determine when to consult/co-ordinate with other colleagues in case management (eg: re complaints related to cases
they are handling; process issues, etc), in order to ensure efficiency, effectiveness and consistency.

Accountability - Programs :

Is fully accountable for:
• Providing initial case assessment for public complaints received under the Police Services Act, R. S. O. 1990 c P. 15.
• Providing case-specific and general processing information, explanations and advisory services to complainants and/or
their representatives, within the scope of legislated provisions.
• Analysing cases, and reporting to the Manager with recommendations for case handling.
•Tracking and documenting ongoing case administration, including cases referred to police forces, to identify delays, report on progress, etc.
• Ensuring the accuracy and completeness of all case files and records.

Staffing and Licensing:
• Job requires proficiency (oral and written) in both French and English at the advanced level.

Accountability – Personnel :

• Providing training and guidance to OIPRO staff on the use of the case management system and case management related processes

Accountability - Finance and Materials :

• Establishing, tracking and maintaining case files that are complete, accurate and consistent with related files at all
times.
• Ensuring the integrity and security of confidential and other electronic and hard copy format case materials in own use.

Accountability - Impact of Errors :

• Failure to elicit, assess, and act appropriately on intake information could result in delays and/or dismissal of cases that OIPRO should investigate.
• and ineffective advice to complainants/their representatives, and could delay the achievement of fair outcomes.
Failure to perform rigorous case tracking could result in delays and confusion, and could undermine the reputation and
credibility of the OIPRO.
• Poor judgement, sensitivity, discretion and tact in handling intake complaints could result in a poor reputation for
OIPRO, and public frustration with the Ontario Government and police services.

Contact - Internal :

• Daily contact with the Team Leader, Case Coordination for technical guidance and frequent contact with the
Senior Case Manager and Registrar to report on intake cases, provide processing/case disposition
recommendations for unusual/unprecedented complaints.
• Daily contact with OIPRD investigators to exchange case information and maintain the tracking system.
• Daily contacts with other OIPRD Case Coordinators to co-ordinate, ensure consistency, share information
and advice, and discuss ways to improve processing and/or case completion.
• Contacts as required with I&IT personnel working on database enhancements to perform user testing.

Contact - External :

• Constant daily contact with complainants and their representatives to receive and make case assessments;
obtain additional information; and advice on OIPRD jurisdiction, other more appropriate avenues, and OIPRD
processes.
• Constant daily contact with police forces and police liaison officers to refer cases, provide and obtain
information for tracking and reporting progress and issues.
• Frequent contact with the callers to provide general OIPRD information.