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Investigator

Employer
Toronto Transit Commission
Location
Toronto (City), Ontario
Salary
$86,577.40 - $108,235.40
Closing date
Dec 8, 2022

View more

Sector
Government and Public Sector Agencies / Commissions
Function
Administration
Job Level
Supervisor, Officer, Lead
Employment Type
Permanent
Hours
Full time
Designations Required/Preferred
None

JOB INFORMATION Requisition ID: 6587

Number of Vacancies: 1

Department: Human Rights & Investigations (20000019) - FI & SC Complaints Office (30000521)

Salary Information: $86,577.40 - $108,235.40

Pay Scale Group: 9SA

Employment Type: Regular

Weekly Hours: 35,

Off Days: Saturday and Sunday

Shift: Day

Posted On: November 29, 2022

Last Day to Apply: December 8, 2022

Reports to: Manager FI & SC 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, 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."

General Accountability

The Investigator in the TTC Fare Inspector and Special Constable Complaints (FISCC) Office conducts impartial and unbiased investigations into complaints involving the conduct of members of TTC Revenue Protection and Special Constable Service (including Fare Inspectors and Special Constables); as well as alleged contraventions and/or violations of TTC and/or Special Constable Service and Revenue Protection (“SCSRP”) policies, procedures, standards and services provided. The investigator ensures that alleged contraventions of TTC policies, procedures and related legislation are investigated 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 members of SCSRP, 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 applicable legislation (e.g., Ontario Human Rights Code, Occupational Health & Safety Act, Employment Standards Act etc.), regulations, rules, policies and best practice.
  • Investigations may include matters involving alleged harassment/discrimination, workplace violence, discreditable conduct, neglect of duty, or other types of alleged misconduct.
  • Receives and reviews complaints involving SCSRP from various sources, including but not limited to, TTC Customer Service Centre, management, TTC employees, members of the public, external stakeholders.
  • Conducts Intake Interviews with Complainants to obtain all relevant information and documentation.
  • Uses a variety of communication skills including different strategies to effectively communicate with persons of diverse abilities and backgrounds who may be distressed as a result of an alleged incident (e.g., trauma-informed approach).
  • 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.
  • Conducts thorough and objective investigations of complaints with a focus on fact-finding, procedural fairness, timeliness and attention to detail.
  • Writes detailed, high quality investigation reports which include a clear review of the facts and evidence of the case.
  • Utilizes an objective and well-reasoned assessment of the evidence and credibility analysis of the parties in order to make factual findings and provide a detailed analysis on whether the factual findings amount to a breach of the applicable TTC policies, procedures or legislation.
  • Communicates the results of the investigation to the parties, including providing a written summary of findings.
  • 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.
  • Ensures complaints are managed with great attention to detail, including ensuring all details of complaints and investigations are updated, in a timely manner, in the case management system.
  • Participate in the preparation and delivery of education/training sessions regarding the FISCC Office complaints process and other related topics.
  • 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.
  • 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.

Skills

  • Demonstrate specialized expertise and knowledge in the assigned field
  • Understand and apply relevant laws and regulations
  • Manage conflict
  • Create and deliver presentations 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: Diversity and Human Rights, Labour Relations, Psychology, Social Work, Sociology, Social Justice, Criminology, Public Administration, Law or a related field, combined with demonstrated extensive directly related work experience in conducting workplace investigations and conflict resolution (preferably in a unionized environment).
  • Thorough knowledge of the Ontario Human Rights Code, the Anti-Racism Act, the Occupational Health and Safety Act, the Mental Health Act, the Provincial Offences Act, the Liquor License Act, Trespass to Property Act, TTC By-law #1, the Human Rights Tribunal of Ontario’s procedures, , the AODA 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 of 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 systemic change;
  • Extensive/effective interviewing, investigative and research skills, report writing and presentation skills;
  • Recent (within the past 5 years), experience conducting workplace conduct and human rights investigations within a unionized environment; 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;
  • Proficient in the use of a personal computer and related software applications relevant to the work (i.e. Word, Excel, PowerPoint, etc.);
  • 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 (both verbal and written) 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 clients;
  • 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;
  • Must have or rapidly acquire a comprehensive knowledge of Orders related to the Ontario Human Rights Code including disability accommodation and accessibility requirements pertaining to customers and employees.

 

Assets

  • Well- developed organizational skills
  • Experience in human rights
  • Alternative Dispute Resolution (i.e. mediation) training

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. 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.

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