Job Specification

Purpose :

To provide specialist case management services for the prevention and resolution of systemic, complex, multi-faceted workplace conflicts and the restoration and resolution of the workplace.

To identify and develop cogent strategies to address systemic barriers to a fair, professional, and ethical workplace.

Key Responsibilities :

1. Provides consulting support and guidance to case management specialists dealing with complaints or concerns of workplace conflict.
2. Manages complex conflict management cases and escalations via interpretation of related legislation, corporate policies, programs and initiatives, and collective agreement provisions.
3. Conducts workplace reviews to identify, analyze and make recommendations to proactively resolve workplace conflicts between colleagues and/or management and employees. Makes recommendations to clients and/or senior management on the best course of action for resolution, accounting for risk and cultural impact.
4. Manages relationships with vendors who provide mediation, alternative dispute resolution (ADR) or workplace restoration services and support, including trouble shooting issues, concerns, or obstacles and ensuring vendors deliver on their commitments.
5. Provides trends analysis pertaining to conflicts and barriers to their resolution to provide input and recommendations on the development of related policies, practices, workflows, and tools..
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6. Prepares a variety of confidential communications on highly complex and sensitive cases for a variety of parties including the complainant, management, or senior executives.
7. Designs services, initiatives and interventions including conflict coaching, facilitation, and mediation to respond to systemic issues impacting fair, professional, and ethical workplace.
8. Protects the confidentiality of all those who seek their assistance, and the confidentiality of all information exchanged during an informal process, except where required to divulge information by legislation.

Qualifications :

N/A

Factors :

Knowledge :

Ministry strategic direction, business plans and service/program delivery models to devise and lead the implementation of interventions that support ministry program directions.

Conflict management theories and practices including conflict resolution, change and transition management, workplace restoration, insight, needs-based and other advanced communication techniques to provide consulting, analysis, advice and leadership in conflict management, resolution and prevention and workplace restoration to prepare cogent summary of the facts including applicable legislation, policy and procedures.

Mediation and other dispute resolution processes to lead the identification of appropriate services or interventions and the conduct interventions such as coaching, mediation, facilitation, as appropriate.

Human resource consulting, client management, relationship management, service management, organizational development and behaviour, change management, applicable collective agreements, duty to accommodate and diversity in order to interpret and incorporate these principles in the development of options toward workplace conflict resolution and restoration.

Corporate OPS and ministry programs, governance, organization, culture, and management issues, in order to identify and analyze ministry human resources and organizational issues and to provide advice and develop strategies/action plans and/or provide client service to meet business needs.


Vendor and contract management principles, practices, and procurement related policies to ensure optimal delivery of high quality, cost effective services.
Adult learning principles, techniques and learning styles to design, develop and deliver training and awareness sessions and facilitate workshops designed to enhance conflict prevention and resolution skills of participants.

Program Responsibility :

Responsible for the provision of strategic and tactical conflict management advice to various ministry partners and management on legislation interpretation, program policies, and best practices pertaining to mediation, relationship management, and ADR strategies to support sound management decision-making.

Responsible for the effective management of complex, multi-faceted case files and workplace reviews and development of resolution options, including recommending, developing, and implementing prevention and restoration strategies.

Responsible for providing recommendations to the development of program processes, policies, and best practices to enhance services and program delivery objectives.

Analytical Thinking :

Researches, reviews and analyzes various conflict management issues, trends, problems, systemic issues and policy/process concerns. Collaborates with the unit management to address and formulate solutions to resolve conflicts. Political acuity to recognize and take into account sensitive political situations and develop appropriate responses to difficult, multidimensional issues causing conflicts in the workplace.

As an impartial intermediary, analyzes complex information and formulates options and recommendations for resolution ensuring clients and other stakeholders understand complexities involved in developing solutions/strategies that harmonize multiple interests. Supports findings and conclusions through comprehensive and objective documentation to ensure a review of the records will withstand third party scrutiny.

Conceptual and analytical skills to identify and assess complex and/or contentious strategic, policy or business issues and provide management with recommendations on options or solutions.

Identifies systemic trends and recommends solutions that support organizational and program objectives.

Planning / Coordinating :

Coordinates optimal sequence of events and provision of services to efficiently facilitate the management of complex case files and/or workplace reviews and restoration. Communicates process, roles and responsibilities, and outcomes to clients.

Coordinates the sharing of information to and among stakeholders, colleagues, managers, and employees to encourage adoption of best practices and prevention of workplace conflicts.

Leadership/Guidance :

Provides technical guidance, coaching and mentoring to junior staff.

Provides expert advice and guidance to ministry clients.

Independence of Action :

Work is performed within the framework of relevant OPS policies, processes and guidelines, collective agreements and legislative authorities.

Recommends, develops and implements approved course of action (e.g. mediation, coaching, facilitated discussion, etc.) based on analysis of and assessment of all available information. Recommends resolution options to clients ensuring due diligence on part of the organization.

Independently assesses underlying causes of conflict and determines how and what supports should be developed and implemented to address the issues.

Interprets application of policy and legislation, standards and guidelines and recommends input for the development of operating procedures, guidelines.

Interpersonal/Communication :

Consultative, interpersonal and verbal communication skills, to develop and maintain effective business partnerships and communication lines with various levels of management to advise and influence them on recommended action plans or solutions to complex workplace situations.

Discusses and addresses difficult/contentious and systemic workplace conflict issues and provides advice on workplace conflict and/or concerns to resolve complaints.

Responds to compliance issues, clarifies, obtains or provides information, including consultation on technical and administrative aspects of program related to workplace conflicts or concerns. Drafts procedures, briefing notes, reports and educational materials.

Consults with other agencies, jurisdictions, educators and experts in the field to share and gather information to influence the development of interventions and to inform policy and program development and to discuss common issues.

Communicates with union representatives and/or employee's legal counsel, to discuss specific cases and provide information.

Alerts senior management to emerging trends/Issues in a timely manner.

Physical Effort :

Majority of time is spent in an office environment with frequent opportunity to move about.

Sensory Effort :

Requires active listening skills in order to understand the full extent of issues, concentration to analyze issues, and ability to multitask and deal with repeated interruptions for urgent requests for information. Frequently engaged in emotionally charged situations.

Working Conditions :

Work is performed in a typical office environment.