Transit Complaints & Investigations Specialist - Mississauga

AI Summary

The City of Mississauga is seeking a Transit Complaints & Investigations Specialist in Mississauga, ON. This role focuses on conducting thorough, defensible investigations into workplace, customer, and operational concerns within Transit Operations. The Specialist ensures full compliance with legislative requirements and City policies, working closely with Human Resources and Legal. Ideal candidates will have comprehensive knowledge of investigation processes, human rights, and employment legislation, coupled with experience in a unionized environment.

About the Role and Responsibilities

As a Transit Complaints & Investigations Specialist, this pivotal role within the City of Mississauga's Transit Operations department is designed for a detail-driven professional passionate about the investigative process and data-driven decision-making. The specialist is instrumental in ensuring full compliance with all relevant legislative requirements and internal policies. A core responsibility involves conducting thorough and defensible investigations into a wide array of issues, including collision investigations, HTA traffic violations, workplace complaints, incident reporting, and customer complaints. This position demands a proactive approach to managing grievances and arbitrations, ensuring consistency and timeliness in all administrative processes related to complaints.

The Specialist will partner closely with Human Resources, Labour Relations, and Legal teams to safeguard a respectful, equitable, and accountable workplace environment. This includes dealing with cases in accordance with the City’s policies on harassment and discrimination prevention, AODA Employment Standards, and Section 32 of the Occupational Health and Safety Act specific to workplace harassment. The role also involves preparing statistical reports, analyzing trends in complaints or policy violations, and recommending appropriate follow-up actions such as training or dispute resolutions. Monitoring compliance with all investigation recommendations is crucial. Given that this position supports a 24/7 workforce, the Specialist must be prepared for flexible working hours, including evenings, early mornings, and occasionally weekends and holidays, to address operational needs effectively. The commitment to meticulous tracking and auditing of all complaints ensures ongoing compliance and accountability within Transit Operations.

Key Skills and Qualifications for the Specialist

To excel in this role, the Transit Complaints & Investigations Specialist should possess a robust skill set and relevant experience. A degree in business administration, human resources, or a related field is preferred, though an equivalent combination of education and related work experience will be considered. Candidates must bring a minimum of five years' experience in a fast-paced operational environment, ideally within a unionized setting. Comprehensive knowledge of complaints and investigation processes is essential, alongside a deep understanding of legislative requirements, including Human Rights and Employment legislation, the Occupational Health and Safety Act, Bill 132, and the Employment Standards Act.

The successful specialist will demonstrate advanced communication skills, both verbal and written, crucial for conducting sensitive investigations and preparing detailed reports. Strong organizational skills and meticulous attention to detail are paramount for managing multiple cases and ensuring compliance. Furthermore, the ability to provide coaching and mentoring, coupled with excellent leadership skills, will enable the specialist to contribute effectively to departmental development and education on legislative requirements such as human rights issues. This role requires a professional who is committed to ongoing professional development to remain current on all legislative changes affecting investigations and human resources practices.