DUTIES AND RESPONSIBILITIES:
"Serve as the primary intake contact for all submitted workplace complaints, including harassment, discrimination, and sexual harassment by handling all matters with strict confidentiality, professionalism, and integrity.
"Facilitate clear, confidential, and professional communication among complainants, respondents, and other stakeholders to clarify issues, and gather relevant, missing, or supplementary information/documentation for review.
"Receive, log, assess, and triage all incoming complaints through case management systems (WeCare), and identify next steps for resolution or investigation.
"Conduct prima facie assessments to determine jurisdiction and appropriate next steps under the supervision of the Manager.
"Flag urgent or high-risk complaints to appropriate departments for immediate action and route matters outside the Investigation team's scope to the appropriate department.
"Assist in contributing to various workplace investigation-related projects that promote inclusivity, equity, a trauma-informed approach, and compliance with relevant laws, applicable policies and regulations.
"Prepare and organize intake complaint files for assignment to internal or external investigators.
"Support the integrity and accuracy of the case management system by entering intake data and maintaining accurate up-to-date records.
"Develop and update intake templates, Standard Operating Procedures, and process documentation.
"Provide day-to-day administrative and operational support to the Workplace Investigations team.
"Manage the Workplace Investigations team's confidential mailbox, ensuring timely logging and follow-up of all submissions.
"Assist with the development and continuous improvement of standardized investigation documentation processes.
"Performs other duties as assigned.
QUALIFICATIONS:
"University degree or post-secondary diploma in Human Resources, Human Rights, Legal Studies, Social Justice, Public Administration, Social Work, or a related discipline.
"Minimum of 3 to 4 years of relevant experience in intake, case management, early resolution, complaint handling, supporting investigations, or customer service within a unionized, public sector, or healthcare environment.
"Strong understanding of workplace investigation processes and applicable Ontario legislation, including the Ontario Human Rights Code, Occupational Health and Safety Act, Accessibility for Ontarians with Disabilities Act, and relevant workplace policies.
"Demonstrated experience and familiarity with complaint resolution principles, policies, and processes, including investigations and human rights frameworks.
"Proven ability to work independently, prioritize tasks, and maintain strict confidentiality.
"Excellent communication and interpersonal skills, with the ability to handle sensitive information with sound judgment, empathy, and discretion.
"Strong time management and organizational skills, with the ability to manage multiple and competing priorities in a fast-paced environment.
"Demonstrated ability to resolve issues quickly through effective and thorough analysis.
"Proficiency in Microsoft Office (Word, Excel, Outlook), case management systems, and electronic incident reporting systems.
"Proficiency in data management, including the use of case management databases and maintaining accurate records.
"High attention to detail and accuracy in documentation and record-keeping.
"Proactive and innovative, with the ability to find creative solutions to improve service quality.
CONDITIONS OF EMPLOYMENT:
The terms and conditions of employment are in accordance with Lakeridge Health's policies and procedures.
Lakeridge Health thanks all applicants, however, only those selected for an interview will be contacted.
Successful External applicants must provide a satisfactory Criminal Investigation Reference for the vulnerable sector, dated within the past six (6) months.
Accommodation will be provided in all parts of the recruitment and assessment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Applicants need to make their needs known in advance.
At Lakeridge Health we value inclusion and diversity. We are committed to fostering a culture that is respectful, inclusive and accessible and to employing a workforce that is representative of the diverse community we provide services to. As an equal opportunity employer we welcome applications from all qualified applicants.
Lakeridge Health is committed to providing a safe and healthy work environment for all team members and patients. New Lakeridge Health team members will be required to complete a Pre-employment Health Assessment as a condition of employment.