Requisition ID: 2501
Number of Vacancies: 2.00
Department: Diversity and Human Rights
Salary Information: $83,246.80 - $104,067.60
Pay Scale Group: 9SA
Employment Type: Regular
Weekly Hours: 35, Off Days: Saturday & Sunday
Posted On: July 17, 2020
Last Day to Apply: August 9, 2020
Reports to: Manager - Fare Inspector & Special Constable Complaints Office
The Toronto Transit Commission (TTC) is North America's third largest transit system and has been recognized as one of the top places to work in the GTA. Guided by a forward-thinking strategic plan, and a commitment to enhancing public confidence and trust in its services, the TTC's vision is to be a transit system that makes Toronto proud. The TTC's recruitment efforts are directly aligned to its mission of providing "a reliable, efficient, and integrated bus, streetcar and subway system that draws its high standards of customer care from our rich traditions of safety, service and courtesy."
The TTC is establishing a new Fare Inspector & Special Constable Complaints Office to ensure enhanced oversight, accountability and transparency in the TTC’s public complaint processes and investigations involving the conduct and/or services of the TTC Special Constables and Fare Inspectors. The TTC is looking for two Investigators to join the team.
The Investigator in the TTC Fare Inspector and Special Constable Complaints Office conducts impartial and unbiased investigations into complaints involving TTC Fare Inspectors and Special Constables (“FISC”), including alleged contraventions and/or violations of TTC and/or Special Constables Services and Revenue Protection (“SCSRP”) policies, procedures, standards and related legislation, ensuring investigations are conducted in a fair, and thorough manner. The Investigator reviews, investigates, analyzes and resolves complaints, including conducting mediations and other methods of conflict resolution as appropriate.
Key Job Functions
Investigates, analyzes and resolves complaints involving the conduct and/or services of FISC, including but not limited to, alleged contraventions and/or violations of TTC’s policies and/or the SCSRP departmental policies, procedures and standards in a timely, thorough and fair manner in accordance with investigation regulations, rules, policies and best practice.
Receives and reviews complaints involving FISC from various sources, including but not limited to, TTC Customer Service Centre, management, members of the public, external stakeholders.
Follows up with the Complainants to obtain all relevant information and documentation.
Uses a variety of communication skills including strategies to effectively communicate with persons who may be distressed as a result of an alleged incident.
Conducts research including identifying applicable legislation, case law, regulations, TTC policies or procedures and making focused inquiries to identify opportunities for potential resolution or to make recommendations on the disposition of complaints.
Identifies cases for potential early or alternative dispute resolution (ADR) methods and facilitates same, using a variety of effective conflict resolution strategies.
Conducts thorough and objective investigations of complaints with a focus on fact-finding, fairness, timelines and attention to detail.
Writes detailed, high quality investigation reports which include a clear review of the facts and evidence of the case, an objective and well-reasoned assessment of the evidence and credibility analysis of the parties, factual findings and detailed analysis of applicable TTC policies and legislation.
Recommends appropriate disposition of complaints according to an objective, impartial and evidence-based analysis of the issues.
Prepares clear and cogent correspondence and documentation, communicating the substance of the complaint, identified issues and rationale for the assessment and disposition of the complaint.
Communicates the results of the investigation to the parties, including providing a written summary of findings.
Promotes a respectful work and service environment that supports diversity, inclusion, and is free from harassment and discrimination. Provides leadership in the development and implementation of inclusive and accessible policies, programs and/or services for employees and customers in accordance with TTC’s commitments and obligations under the Ontario Human Rights Code (OHRC) and Related Orders, the Accessibility for Ontarians with Disabilities Act (AODA), and TTC’s policies.
Demonstrate specialized expertise and knowledge in the assigned field
Understand and apply relevant laws and regulations
Conflict resolution experience
Create and deliver presentations and reports in various formats
Gather information and conduct research
Use office technology, software and applications
Apply analytical skills
Communicate in a variety of mediums
Education and Experience
Completion of a diploma program or post-secondary degree in a field related to one or more of the following: Law, Diversity and Human Rights, Labour Relations, Social Work, Sociology, Social Justice, Criminology, Public Administration, or a related field, combined with demonstrated extensive directly related work experience in conducting workplace investigations and conflict resolution.
Thorough knowledge of the Ontario Human Rights Code, the Anti-Racism Act, the Mental Health Act, the Provincial Offences Act, TTC By-law #1, the Human Rights Tribunal of Ontario’s procedures, the Occupational Health and Safety Act, the Accessibility for Ontarians with Disabilities Act and other relevant federal, provincial and municipal legislation combined with a good knowledge of equity principles and jurisprudence related to human rights, diversity and inclusion issues.
Knowledge, involvement and familiarity with the history of and barriers faced by racialized, Indigenous and Black communities due to racism and anti-Black racism issues of equity and systematic change.
Investigation experience, including complaint intake and assessment, gathering evidence. analysis and report writing.
Recent experience in workplace conduct and human rights investigations in an independent, oversight function, as well as thorough knowledge of, and experience in, alternative dispute resolution (conciliation/mediation/negotiation) techniques.
Demonstrated experience preparing high quality detailed investigation reports dealing with individual and systemic issues and applying relevant policies and legislation.
Excellent judgement and objectivity supported by strong analytical, problem solving skills and case management skills.
Strong relationship/interpersonal skills and ability to gain credibility at all management levels to impact and influence decisions and affect actions.
Excellent organizational, administrative and time management skills.
Strong communication skills and interpersonal skills, including the ability to deal with issues of a sensitive and confidential nature. Ability to work under high stress and pressure, and handle highly sensitive and confrontational issues and emotionally charged situations.
Demonstrated ability to work independently and in a team environment.
Demonstrated commitment to customer service and quality principles in service delivery and application of procedural fairness.
The TTC is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and in its workplaces. The TTC is committed to fostering a diverse workforce that is representative of the communities it serves at all levels of the organization, and supports an inclusive environment where diverse employee and community perspectives and experiences bring value to the organization. The TTC encourages applications from all applicants, including members of groups with historical and/or current barriers to equity, including but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQ(IA+) community . The TTC values and supports an inclusive and barrier-free recruitment and selection process. Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability. Please contact Human Resources – Talent Management at (416) 393-4570 or email firstname.lastname@example.org. Any information received related to an accommodation will be addressed confidentially.
The TTC’s policy prohibits relatives of current TTC employees from being hired, assigned, transferred or promoted into positions, where there is a conflict of interest due to a relationship. Should you be selected for an interview, you will be required to disclose the name, relationship and position of any relative who is a current TTC employee.
We thank all applicants for their interest but advise only those selected for an interview will be contacted.