Case Resolution Specialist, Employee and Labor Relations (UHR)

University of Southern California•Los Angeles, CA

13d•$101,000 - $108,000•Hybrid

About The Position

USC Employee and Labor Relations (ELR) fosters healthy, productive work environments aligned with USC’s values. The Case Resolution Specialist provides impartial consultation, conflict resolution, investigations, and problem-solving in response to formal and informal complaints from campus stakeholders. The role conducts inquiries and case analysis, supports resolution, maintains accurate case records, and contributes to policies, training, procedures, and guidelines. The position stays current on modern case-resolution methods and best practices. This is a hybrid role requiring three onsite days per week at USC offices in Downtown Los Angeles. The annual base salary range is $101,000–$108,000. Applicants must submit a résumé and cover letter. Candidates who advance in the recruitment process will be asked to provide a 1–2 page writing sample of no more than 1,200 words, formatted in 12-point font; the sample may be redacted or fictionalized to preserve confidentiality.

Requirements

Bachelor’s degree from an accredited institution in a related field, such as business, psychology, communications, employment law, or industrial relations; combined education and experience may substitute for minimum education.
Five years of relevant experience resolving workplace disputes, conducting conflict resolution in a large, multi-faceted organization, conducting workplace investigations, or an equivalent combination of education and experience. The additional posting details also specify four years in these areas.
Ability to gather, organize, and synthesize information; conduct analysis; document progress; and make effective recommendations on complex and sensitive issues.
Sound judgment, high integrity, and problem-solving skills.
Knowledge of major employment laws and regulations, such as ADA, FMLA, and NLRA.
Experience establishing collaborative initiatives with multiple departments and building strong relationships with stakeholders at all organizational levels.
Strong facilitation skills and ability to manage time, prioritize tasks, and work independently.
Ability to adhere to and enforce complaint procedures and fundamental fair-process standards.
Knowledge of best practices for investigating and resolving employee concerns or grievances, including practices that reduce bias in grievance resolution.
Sensitivity and experience interacting with diverse constituents and fostering belonging and engagement.
Strong written and oral communication skills, including the ability to build rapport, present complex issues clearly and concisely, and communicate to varied audiences and leadership levels to inspire action.
Ability to present complex issues in a visually appealing manner.
Excellent customer service skills.
Ability to interpret and apply collective bargaining agreements and labor-relations guidance, including NLRB and California PERB requirements.

Nice To Haves

Master’s degree in human resources, psychology, communications, law, industrial relations, or a related field, or a Juris Doctorate degree.
Seven years of experience.
Experience with iSight, Salesforce, CaseIQ, or similar case-management software or databases.
Experience working with varied populations in a higher education institutional setting.
Experience and awareness of the sensitivity required when engaging with a community on trauma-related topics.
Certification and/or experience with complex workplace investigations.
Conflict resolution, alternative dispute resolution, or conflict-management skills.
Strong presentation and facilitation skills, particularly for education and training for varied constituencies.
Demonstrated excellence in writing comprehensive investigative reports.

Responsibilities

Conduct impartial, confidential, trauma-informed interviews and fact-finding meetings to investigate formal and informal complaints and inquiries; interview employees, collect and review relevant information and documentation, and support cases through prompt, well-documented resolution.
Document employee and labor relations matters and workplace concerns in the case management system in a timely manner, ensuring concerns are addressed and records are complete and accurate.
Consult on complex employee and labor relations issues and develop and communicate findings, corrective actions, recommendations, and appropriate resolutions using methods such as intake meetings, facilitated dialogue, shuttle diplomacy, and other alternative dispute resolution approaches.
Draft, implement, and monitor formal and informal resolution agreements and plans.
Advise leadership on performance management, corrective action, disciplinary processes, and the rights and responsibilities of management and employees, exercising discretion.
Interpret policies, employment laws, labor agreements, and labor-relations guidance to support consistent, compliant practices and mitigate risk.
Design and deliver outreach and training on preventing and resolving workplace concerns, managing change, and improving leader and team effectiveness in alignment with university values, policies, and procedures.
Assist with writing and maintaining employee policies and procedures and ensuring compliance with university requirements.
Collaborate with unit members and university offices on projects, background research, cases, training, and outreach materials.
Maintain knowledge of labor and employment laws, policies, legal trends, legislation, and modern case-resolution methods and best practices.
Foster effective relationships with internal and external stakeholders and support a respectful, inclusive workplace culture aligned with USC’s Integrity and Accountability Code.