Specialist, Complaints & Investigations

Job Summary

Are you a detail-driven professional who enjoys the investigative process and supporting data driven decision making? Transit Operations is looking for a Complaints & Investigations Specialist to join our team. This role ensures full compliance with legislative requirements and is responsible for conducting thorough, defensible investigations into workplace, customer, and operational concerns. Partnering with Human Resources, Labour Relations, and Legal, the Specialist plays a critical role in safeguarding a respectful, equitable, and accountable work environment.

Reporting to the Manager, Transit Operations, the Specialist – Complaints & Investigations is responsible for handling investigation processes for Transit Operations including, but not limited to: collision investigations, HTA traffic violations, workplace complaint investigations, incident reporting, customer complaint investigations, grievances and arbitrations. Responsibilities include ensuring compliance with standard processes, ensuring consistency in the administration of processes, tracking complaints for Transit Operations. The Specialist will work closely with Human Resources and other internal teams to ensure City Policies and procedures are complied with. The Specialist will be responsible for receiving, assessing, conducting complaint intakes/fact-finding/investigating, mediating and, ensuring complaints are dealt with in a timely manner.

Note: This position supports a 24/7 workforce and therefore working hours will include evenings, early mornings and occasionally weekends and holidays in accordance with established service levels.

Duties and Responsibilities

• Responsible for ensuring compliance with the complaint and investigation process for Transit Operations, including but not limited to collision investigations, HTA traffic violations, workplace complaints, incident reporting, customer complaints.
• Ensure the processes followed are in compliance with City’s Respectful Workplace Policy and legislative requirements. The Specialist works closely with the Human Resources representatives, Labour Relations and Legal to ensure compliance.
• Deals with cases in accordance with the City’s policies and procedure on harassment and discrimination prevention, including issues related to employment accommodation, AODA Employment Standards, implementation and compliance, and Section 32 of the Occupational Health and Safety Act specific to workplace harassment.
• Conduct thorough and defensible investigations/fact findings in accordance with relevant policies; resulting in reports containing factual findings and analysis of evidence for the review of senior leadership.
• Prepares statistical reports and data analysis as needed.
• Analyzes trends in complaints or violations of policies and recommends appropriate follow-up such as harassment or discrimination dispute resolutions, education or information sessions.
• Assesses the need for departmental training, development and/or education on legislative requirements suchas human rights issues, personal harassment, and discrimination. Works with Human Resources to develop recommendations and deliver, appropriate activities and other interventions to address identified needs. Monitors compliance with all complaints and investigation recommendations.
• May be responsible for providing support in meetings outside standard business hours.
• Collects and tracks grievances and referrals to arbitration, ensuring they are addressed in a timely manner in accordance with the ATU Collective Agreement.
• Ensures ongoing auditing and follow up of all complaints to ensure compliance and tracking.
• Escalates findings and recommendations to Manager - Transit Operations for review.
• Evaluates effectiveness of recommendations and interventions and makes recommendation changes if necessary.
• Responsible for compiling and preparing documentation pertinent to HRTO applications and attending Tribunal Hearings/Mediations on behalf of the City.
• Participates in ongoing professional development opportunities including workshops, network meetings, and conferences to remain current on all legislative requirements affecting all complaints and investigations including Human Rights and AODA Employment Standard requirements.
  
  

Skills and Qualifications

• Degree in business administration, human resources, or related field preferred.
• Experience in a unionized environment.
• Minimum of five (5) years' experience in a fast-paced operational environment.
• Equivalent combination of education and related work experience will be considered.
• Comprehensive knowledge of Complaints and Investigation processes, Legislative requirements, includingHuman Rights and Employment legislation, Occupational Health and Safety Act, Bill 132, and Employment Standards Act.
• Comprehensive knowledge of Human Rights and Employment legislation, including the Ontario Human Rights Code, Occupational Health and Safety Act, Bill 132, and Employment Standards Act.
• Must have advanced communication skills, both verbal and writing.
• Excellent leadership skills with the ability to provide coaching/mentoring.
• Attention to detail and strong organizational skills.
• Ability to work flexible hours, including evenings may be required.