Case Coordinator

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The Office of the Independent Police Review Director (OIPRD) requires experienced case management experts to perform end-to-end case management administration, tracking and co-ordination to support the accurate, timely and efficient handling of public complaints involving police in Ontario.

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How we support diversity, inclusion and accessibility

We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.

We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.

Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.

We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.

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About the job

In this role, you will:

• assess public complaints received to classify and categorize each complaint, identifying non-routine situations and potentially difficult contentious issues
• provide complainants and representatives with guidance and advice on the Office of the Independent Police Review Director (OIPRD) processes and/or the appropriateness of the complaints
• respond to inquiries e.g. from the public and provide information to complainants, potential complainants, the general public e.g. on the handling of complaints or the status of complaints
• maintain a case management system to ensure the effective handling of complaints within stringent timelines and guidelines
• liaise and consult with colleagues to coordinate activities, and facilitate information sharing and project collaboration
• contribute to the development of corporate outreach communications strategies and public education plans and programs to promote OIPRD's strategy direction and key initiatives
• provide support to develop and coordinate communication and informational material
• assist in building relationships with key internal and external stakeholders

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What you bring to the team

Technical Knowledge:

• You demonstrate the ability to interpret and apply relevant legislation ( i.e. : The Police Services Act and OIPRD policies, procedures and protocols) to determine the jurisdiction, provide related processing advice and recommendations to complainants/representatives as well as prepare accurate and complete case summaries with recommendations, and correspondence to communicate decisions

Analytical and Problem Solving Skills:

• You demonstrate analytical and problem solving skills to examine and analyze complaint case files, including assessing the relevance of information, identifying the key issues to be addressed, identifying inconsistencies and problems, determining issues which may be contentious, gathering all relevant facts and evidence and determining if further investigation is necessary

Communication and Interpersonal Skills:

• You demonstrate oral and written communications skills to communicate effectively and tactfully with complainants and a variety of stakeholders, and to prepare concise case summaries, recommendations and correspondence
• You demonstrate interpersonal and influencing skills to provide information/advice as well as gather investigative information while dealing with complainants and other stakeholders in sensitive and perhaps confrontational and hostile situations
• You have relationship-building and networking skills to enhance relationships with the public and build stakeholder relations with community groups (example: Indigenous communities)

Computer Skills:

• You have proven proficiency with common office software (MS Office, intranet, internet, email) and case management database systems

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Additional information:

Note:

• In accordance with the Ontario Public Service (OPS), Employment Screening Checks Policy (ESCP), the top candidate(s) may be required to undergo a security screening check. Refer to the above to determine the screening checks that are required for this position.
  
  Required security screening checks along with your written consent, will be sent to the Transition and Security Office (TSO), Corporate Talent Programs Branch, Talent and Leadership Division to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional employment screening checks that were not obtained directly by you.
  
  A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The employment screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual's employment screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Employment screening check records will be maintained by the TSO and kept strictly confidential.
• T-AG-208348/23

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Language requirements and assessment:
All external Ontario Public Service (OPS) job ads are posted in English and French. Check the "position(s) language" section at the top of each job ad for the language requirements. For all roles, candidates are assessed in English, the business language of the OPS. If the position is bilingual (English/French), you'll also need to pass a French-language proficiency test.

Exigences en matière de langue et évaluation:
Toutes les offres d'emploi externes de la fonction publique de l'Ontario (FPO) sont affichées en français et en anglais. Consultez la section « Langue du ou des postes » en haut de chaque offre d'emploi pour connaître les exigences linguistiques. Pour tous les postes, les candidats sont évalués en anglais, la langue d'affaires de la FPO. Si le poste est bilingue (anglais/français), vous devrez également passer un test de compétences linguistiques en français.