Job Specification

Purpose of Position :

To lead and manage the OIPRD Case Management and Registrar functions, comprising public inquiry, intake, registration, mediation, and case management in compliance with the Independent Police Review Act, 2007.

To ensure that inquiry and case management operational policies and processes reflect best practices and support the efficient and effective processing of complaints from the public. This includes the data input/output of the case management system.

To ensure the quality control, monitoring and continuous improvement of the inquiry and complaint processes.

Duties / Responsibilities :

The Office of the Independent Police Review Director is an independent civilian organization that handles complaints from the public about police in Ontario. This includes 59 police forces and 165 OPP Detachments across the province. Within this context, the position provides administrative and registrar expertise and management of the unit under the direction of the Independent Police Review Director (IPRD) regarding the mandate of the OIPRD:
1. Leads and manages the OIPRD public inquiry service, ensuring access to accurate information and services for all callers, visitors and correspondents with questions or complaints. Ensures that staff are trained in procedures and protocols and that privacy, confidentiality and access to information provisions under FIPPA are honoured at all times.
2. Establishes, implements and monitors client service standards and principles, consistent with government and ministry standards. Ensures that inquiries and complaints are handled in accordance with client services standards and in a fair, transparent and accountable manner. Ensures that the OIPRD principles of accountability and integrity are maintained in all Section policies, procedures and interactions.
3. Leads and manages the case management function for the OIPRD. Ensures the provision of an efficient and effective intake, registration and case management program for an estimated 3,500 complaints annually. Develops, implements and monitors quality control and caseload management systems and processes to ensure rigorous case tracking for cases investigated internally or externally (including tracking of cases being handled by the police force implicated in the complaint). Ensures the security of highly confidential information related to members of the public and law enforcement officers. Maintains up to date knowledge of innovations in case management systems to identify and implement best practices for the continuous improvement of OIPRD's system.
4. Provides guidance and direction to section staff in interpreting relevant sections of legislation (Independent Police Review Act; Police Services Act; Canadian Criminal Code; Ontario Human Rights Code; Freedom of Information and Protection of Privacy Act; Ontarians with Disabilities Act) and associated Regulations, rules and jurisprudence. For example, in determining if a complaint should be screened in or screened out; or if it should be referred to another agency.
5. Ensures the development, implementation and updating of procedures and protocols to guide staff in the handling of complaints in compliance with the legislation, Rules of Procedures and OIPRD policies. Provides guidance and direction in determining which cases should be sent to the police force concerned, investigated internally or streamed through the mediation service.
6. Leads the establishment and operation of a mediation function to provide resolution for less serious complaints (e.g. complaints that may be successfully resolved within the informal or local resolution venues.). Develops policies and protocols; trains staff in effective mediation techniques and practices. Monitors mediation statistics; analyzes data and prepares/ presents reports to inform senior management decision making.
7. Provides direction to staff on the handling of particularly difficult or unusual cases; acts as a point of escalation for the file if staff are not able to satisfy the client. Consults with legal counsel and/or Manager, Investigations as necessary. Briefs IPRD and Chief Operations Officer on potentially
controversial or politically sensitive cases; prepares background information, precedents and briefing notes to ensure senior management is fully informed of potentially volatile situations.
8. Develops and implements systems, programs and procedures to track and analyze cases, identify trends, issues and program gaps. Leads the review and analysis of information and the development of statistics, reports and projections to identify opportunities for program/ process improvements. Presents reports to senior management and recommends/ develops appropriate program changes and enhancements. Analyzes trends in cases received by OIPRD and presents findings to senior management.
9. Establishes and implements a process for quality control and regular auditing of case files to ensure quality standards and timelines are maintained in the intake and processing of cases; identifies errors, training needs, opportunities for process improvement and potential timing issues. Ensures the follow-up of audit results through staff training and/ or the revision of processes/ procedures. Identifies systemic issues in the case management
process and recommends corrective action.
10. Establishes positive working relationships and liaises with senior officers of police services (e.g. Chiefs of Police) and OPP to coordinate the transfer of cases to them for investigation; to follow-up on case tracking information; and to resolve case file issues.
11. Develops and delivers training sessions for section staff; ensures the training and continuous learning of section staff in the application of new/ revised procedures and protocols; the sharing of best practices and audit results.
12. Works collaboratively with OIPRD colleagues to ensure the seamless handling of cases throughout the intake, investigation and resolution processes and the efficient operation of the agency. Ensures the timely sharing of information with the Manager, Investigations and the senior management team.
13. Prepares regular and ad hoc reports for the IPRD and senior management; prepares background information and briefs the IPRD and Chief Operations Officer on significant issues or potentially volatile situations. Participates in regular briefings with the IPRD and COO.
14. Participates as a member of the senior management team and contributes to the development and implementation of Results based Plans; and annual and multi-year strategic, business and operational plans and priorities.
15. Establishes and maintains linkages with counterparts in other agencies, ministries and jurisdictions to exchange information on best practices and case management processes. Represents OIPRD at conferences and forums.
16. Manages and controls the section financial, material, information and technology resources. Ensures the monitoring and tracking of section budget; ensures the provision of regular management reports as required.
17. Manages section human resources, including hiring, orientation, training and mentoring of staff, promoting employee engagement, determining performance standards, conducting performance reviews, recommending merit increases and promotions, handling performance issues, responding to grievances, recommending disciplinary action up to and including termination.
18. Ensures that all activities of the section are delivered in accordance with government standards and requirements for accessibility, equity, diversity, workplace discrimination and harassment prevention; recognition; employee engagement; service excellence; and French Language services; and that all applicable health and safety legislation and OPS standards are met for the safety of staff and visitors.

Staffing and Licencing :

N/A

Knowledge :

Knowledge and understanding of the role, mandate and strategic objectives of the OIPRD to effectively lead the case management and registrar functions; and to ensure that operational procedures and practices support the achievement of agency goals.

Detailed knowledge of the intent and application of the Independent Police Review Act, 2007 to ensure that public inquiry, intake, registration, mediation, and case management programs comply with relevant requirements under the Act, its Rules and jurisprudence and fulfill OIPRD's responsibilities for these functions. (Note: the Rules under the Act are similar to Regulations). Interpretive knowledge and understanding of the Act to provide direction to staff in its interpretation and application.

Knowledge of other relevant legislation (e.g., Police Services Act; Canadian Criminal Code; Ontario Human Rights Code; Ontarians with Disabilities Act) and associated Regulations, and jurisprudence to provide direction to staff in the interpretation of legislation, to determine if a complaint meets the criteria of the Independent Police Review Act, or should be directed to other appropriate agencies.

Knowledge and understanding of the structure of police services in Ontario, public perception and expectations of police, and specific issues regarding police behavior in Ontario to liaise with the complainants, advocacy groups, and representatives of police agencies; and to act as a point of escalation for difficult or problematic files.

Knowledge of the principles and practices of case management and case management systems to ensures the provision of an efficient and effective intake and case management program for OIPRD; to establish caseload management systems and processes that track cases investigated internally or externally; to ensure the system provides statistical data for the analysis of trends and issues; to ensure continuous improvement of the system through the implementation of best practices; to ensures the security of highly confidential information related to members of the public and law enforcement officers.

Knowledge of the theories, principles and practices of mediation, negotiation, to establish and manage a mediation program for the resolution of less serious complaints; to ensure that staff are trained in mediation techniques; to ensure that mediation practices model the principles of fairness, transparency and effectiveness to all stakeholders.

Knowledge of the theories, principles and practices of leadership and management in the public sector to manage a high volume program public complaints program; to develop program and operational programs and processes to achieve the organization's strategic goals and objectives; and to plan and manage administrative, financial, human resources, and information technology resources for the Section in accordance with OIPRD, ministry and government guidelines.

Knowledge of OPS customer service standards and the Freedom of Information and Protection of Privacy Act (FIPPA) to ensure that all clients and stakeholders are treated with respect and dignity, and that the privacy rights of clients and police officers are protected throughout the process.

Political acumen to maintain positive relationships with high profile stakeholder groups (police services, police associations, advocacy groups) who may have conflicting priorities in high profile complaint situations.

Analytical and problem solving skills to analyze quality control audit, projections, and statistical information; to identify opportunities for program/ process improvements; and to prepare meaningful reports to inform senior management decision making.

Consultation, consensus-building and interpersonal skills to guide section staff in the application of effective mediation practices; to liaise effectively with internal and external stakeholders, including senior officers of police services.

Oral and written communications skills to communicate with internal and external stakeholders and with complainants; to develop and deliver training sessions for section staff; to prepare and present reports and information to senior management; and to represent the OIPRD at conferences and forums.

Judgement :

Work is performed under the general direction of the Chief Operating Officer, with latitude for independent decision making within the broad framework of legislative authorities; and in accordance with ministry, OIPRD, and government decision making and accountability standards, guideline, policies and procedures.
Work and duties relating to all program and legislative matters are performed under the direction of the IPRD.

Judgement is exercised in managing and leading a large staff who are dealing with the public on sensitive issues involving complaints against police across Ontario; ensuring that complaints and police are treated with respect and fairness.

Judgement is exercised in developing and maintaining a large case management system; ensuring that best practices of case management are implemented; and that the system provides required tracking, statistics and security of data.

Judgement is exercised in interpreting and applying legislation in the development and management of public inquiry, complaint intake, registration, mediation and case management processes and procedures; in guiding staff in the interpretation of legislation; and in determining which complaints should be screened in and screened out.

Judgement and discretion are exercised in ensuring that the organizations principles of accountability and integrity are maintained in all Section policies, procedures and interactions.

Judgement is exercised in providing direction to staff in the handling of difficult or unusual cases, and in acting as a point of escalation for situations where staff have not been able to satisfy the client.
Judgement and discretion are exercised in maintaining positive working relationships with colleagues and stakeholders (e.g. Police Chiefs) to ensure the effective and timely progress of complaints through the system.

Judgement is exercised in analyzing data and statistics; identifying trends, issues and program gaps; preparing and presenting conclusions and recommendations to senior management; and developing new/ improved policies and procedures. Judgement is exercised in managing a quality control and auditing program to ensure quality standards are maintained in the intake and processing of case files; initiative is exercised in identifying opportunities for process improvements and staff training needs.

Judgement and discretion are exercised in determining when a situation is serious enough to be brought to the attention of the IPRD and Chief Operations Officer; in ensuring that the briefing material is complete and accurate; and in effectively presenting the information.

Accountability - Programs :

Accountable for the management of the OIPRD's public inquiry, intake, registration, mediation and case management programs in accordance with the Independent Police Review Act, 2007.

Accountable for the quality of services provided to the public; the effective documentation and tracking of complaints; the analysis of statistics; the expediting and reporting on all cases whether handled internally or externally; and the provision of reports, projections and recommendations to senior management.

Accountability – Personnel :

Directly supervises a staff of 14, with full accountability for hiring, orientation, employee engagement, training and development, assigning work, managing performance, granting leaves, recommending salary increases, disciplining and dealing with grievances at stage 1 and 2.

Accountability - Finance and Materials :

Accountable for the management and administration of Section budget.
Accountable for Section IT hardware and software to support the case management systems.

Accountability - Impact of Errors :

Failure to maintain an effective case management system could negatively impact the IPRD and OIPRD's ability to achieve its mandate of receiving, managing and overseeing all public complaints about the police in Ontario. This could result in significant loss of confidence by the public and police, and lead to criticism of the IPRD and OIPRD and the government.

Inappropriate decisions related to the screening or mediation of cases could result in dissatisfaction by the public, loss of confidence in the program, and undermine relations between police and the public in Ontario.

Errors or omissions in data/ facts, analyses, interpretations, and recommendations could result in inaccurate information being provided to senior management, which could lead to inappropriate decisions by senior management, and the inappropriate use of government funds.

Contact - Internal :

Regular contact with the IPRD and COO to provide briefings, resolve problems and provide updates on significant issues.

Occasional contact with senior ministry staff up to the Deputy Attorney General level to provide information and participate in briefings.

Regular contact with OIPRD colleagues to consult, exchange information, coordinate activities, and resolve problems.

Frequent contact with Ministry Corporate Services Management staff to coordinate human resources, IT, and administrative services and initiatives.

Frequent contact with counterparts in other ministries and agencies to exchange information, resolve problems, coordinate case information, and to share best practices.

Contact - External :

Frequent contact with senior officials of police services across Ontario and the OPP to coordinate case management, share data, provide guidance on the case management process, and to participate on committees, task forces, etc.

Represents OIPRD at conferences and forums with respect to the role of the OIPRD and the review and oversight of public complaints.

Frequent contact with counterparts in other jurisdictions to exchange information, share best practices, and to remain current in case review/management trends.