Labour Relations ofertas em Canadá

• Job ID: 55039
• Job Category: Human Resources
• Division & Section: People & Equity, Equity & Human Rights
• Work Location: CITY HALL, 100 Queen St W, Toronto, M5H 2N1
• Job Type & Duration: Full-time, Temporary Vacancy (12 months)
• Salary: $78,429.00 - $102,021.00
• Shift Information: Monday to Friday, 35 hours per week
• Affiliation: Non-Union
• Number of Positions Open: 1
• Posting Period: 10-APR-2025 to 17-APR-2025

Reporting to the Manager, Human Rights, the Human Rights Office (HRO) Complaints & Research Analyst (CRA) provides direct service work to employees and residents who contact the HRO. The CRA conducts phone intakes and responds to emails from individuals seeking assistance with human rights related concerns. The CRA also supports the accurate collection of HRO data and conducts research on trends based on complaint data as well as social and legal change. This includes supporting the operations and enhancement of the HRO's internal case management system and its reporting capacity. The CRA works actively to support the resolution of complaints through the provision of neutral, trauma-informed, and empathetic service that promotes human rights, equity, and reconciliation.

Major Responsibilities:

Intake and Complaints Resolution:

• Provides information, makes referrals and provides education about the role of the Human Rights Office.
• Screens and triages incoming complaints, concerns and requests to determine application of City's human rights related policies.
• Provides impartial and confidential advice, options and accurate information.
• Responds to incoming correspondence logs, tracks and determines action(s); uses discretion/initiative on routine matters with a wide variety of stakeholders; electronically tracks external mail.
• Provides early complaint resolution by providing thoughtful advice, facilitation, or education.
• Prepares files for transfer where ongoing complaint management or escalation is required.
• Assists informal complex complaint resolution, such as providing note taking or scheduling coordination on investigations.

• Supports accuracy of collection and use of inquiry database and case management system, ensuring inquiries are accurately tracked, documented and analyzed.
• Maintains effective communications with clients, divisional representatives and colleagues and employs diplomacy and negotiation skills to facilitate communication among and between parties in conflict.
• Provides quality service, researches and/or acts on urgent matters and specific requests in a timely manner.

Research and Data Analysis:

• Reviews HRO database applying qualitative and quantitative analysis to identify key trends.
• Creates reports based on data analysis and supports presentation of findings.
• Reviews City Council and Committee agendas and reports, identifying and analyzing items that may impact the HRO.
• Responsible for administrative management and use of Complaints Management Systems.
• Conducts research and prepares briefing notes accounting for developments within the human rights field, corporate policies and practices, legislation and jurisdictional scans.
• Reviews and analyzes statistical data, external reports and research studies and existing and proposed policies as they pertain to the work of the Human Rights Office.
• Understands and interprets applicable policies to ensure no breach of privacy or confidential information in relation to the work of the Human Rights Office.
• Identifies data related issues with case management system and works with others to find and implement solutions.
• Supports the HRO's capacity to collect demographic data for human rights inquiries.
• Provides support to the team in ensuring documents are accessible.
• Manages special projects and other duties as assigned.

Key Qualifications:

• Post-secondary education in a relevant discipline (e.g., Law, Employee & Labour Relations/Industrial Relations, Public Policy, Human Rights, Human Resources, Social Sciences) and/or the equivalent combination of education and experience.
• Experience performing intake functions in a sensitive and empathetic manner through phone, in person, or written communications including: gathering information; providing relevant information or referrals, and the ability to apply policy and procedures.
• Experience conducting research and analysis on human rights related matters including interpreting and reporting of data, in addition to collecting, organizing, testing and analyzing complex information with attention to detail and accuracy.
• Experience conducting qualitative and quantitative data analysis and creating accessible reports.
• Ability to prioritize competing demands and manage time effectively while ensuring fairness and equitable outcomes.
• Experience interacting with a broad range of stakeholders including members of diverse communities in an effort to engage in effective customer service and provide conflict resolution.
• Experience preparing content (e.g., formatting, proofreading, and ensuring accessibility) for outreach materials, reports, briefing notes, correspondence, charts, tables, and statements.
• Experience utilizing technology such as case management systems, Excel, etc.
• Knowledge of relevant legislation in Ontario, including the Human Rights Code, Occupational Health and Safety Act, and Accessibility for Ontarians with Disabilities Act.
• Knowledge of principles and issues of human rights and discrimination, anti-racism, anti-oppression, and the history of the protection of human rights in Ontario.
• Demonstrated ability to be organized, manage multiple competing priorities and communicate responsively with members of the TPS and the public, including members of diverse communities and often with upset and/or agitated individuals or situations.
• Highly developed interpersonal and communication skills, orally and in writing, at all organizational levels.
  

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity .

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request . Learn more about the City’s Hiring Policies and Accommodation Process .