Case Coordinator Team Lead
About The Position
The Case Management and Resolution branch is responsible for receiving and verifying complaints, concerns, and compliments about police officers, identifying allegations, information gathering, assigning files to the appropriate unit, and preparing final reports and dispositions. As the Case Coordinator, Team Lead, you will supervise a team of case coordinators responsible for managing public complaints related to police conduct. You will ensure that all cases are handled with professionalism, impartiality, and in accordance with legislative and policy requirements. In addition to overseeing intake and case management processes, you will manage your own caseload of complex files and exercise decision-making authority delegated by the Chief Executive Officer.
Requirements
- A university degree (4 years) in education, public policy, sociology, criminology, or a related field, plus a minimum of four (4) years of progressively responsible experience.
- Experience in case management within a legal, regulatory, or oversight setting, with the ability to oversee and coordinate complex files effectively.
- Experience interpreting and applying policies and procedures within a case management framework, ensuring compliance with established guidelines and regulatory requirements.
- Experience in supporting and mentoring team members, providing guidance on case handling, workload distribution, and professional development.
Nice To Haves
- Knowledge of conflict resolution strategies and trauma-informed approaches to ensure a fair and supportive complaint resolution process.
- Proficiency in analyzing administrative data to track case trends, identify gaps, and support continuous improvement initiatives.
- Experience in workflow management and process optimization to improve efficiency and effectiveness in case resolution.
Responsibilities
- Supervise and support a team of case coordinators in the intake, review, and assignment of complaints.
- Review complaints to ensure completeness and contact complainants for additional information as needed.
- Identify and assess complex complaints, recommending appropriate actions to management.
- Prepare summaries of allegations and recommend appropriate case routing.
- Refer complaints to police services when appropriate (e.g., performance issues, policy/service matters).
- Monitor case progress to ensure compliance with legislative timelines and procedural requirements.
- Collaborate with resolution specialists, investigators, and legal teams to develop recommendations.
- Prepare disposition, notification, and update letters.
- Communicate professionally and empathetically with complainants and stakeholders.
- Apply trauma-informed, culturally responsive, and de-escalation techniques throughout the complaint process.
- Maintain the highest standards of confidentiality, ethics, and professionalism.
Benefits
- Professional learning and development
- Positive workplace culture and work-life balance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
