Case Resolution Specialist, Employee and Labor Relations (UHR)

University of Southern California•Los Angeles, CA

12d•Hybrid

About The Position

USC Employee and Labor Relations (ELR) works to foster healthy, productive work environments aligned with USC’s Unifying Values. The Case Resolution Specialist (CRS) provides impartial consultation, conflict resolution, investigation, and problem-solving in response to formal and informal complaints from campus stakeholders. The role conducts inquiries, analyzes issues, facilitates case resolution, and supports the development and maintenance of related policies, training, procedures, and guidelines. The CRS maintains accurate, timely records in the case management system and keeps current with modern case resolution methods and best practices. This is a hybrid opportunity requiring three days onsite each week at USC offices in Downtown Los Angeles. The CRS works with faculty, staff, student workers, supervisors, and HR and Faculty Affairs professionals, and collaborates with university partners to address workplace concerns proactively and support a positive, respectful community.

Requirements

Bachelor’s degree from an accredited institution in a related field, such as business, psychology, communications, employment law, or industrial relations; combined experience and education may substitute for minimum education.
Five years of relevant experience resolving workplace disputes, engaging in conflict resolution in a large, multifaceted organization, conducting workplace investigations, or an equivalent combination of education and experience. The posting also lists four years in these areas in its additional minimum-experience details.
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 current major employment laws and regulations, such as ADA, FMLA, and NLRA.
Experience establishing collaborative initiatives across multiple departments.
Strong facilitation skills and a record of building collaborative relationships with stakeholders at all organizational levels.
Ability to manage time, prioritize tasks, and work independently.
Ability to adhere to and enforce complaint procedures and fair-process standards.
Knowledge of best practices for investigating and resolving employee concerns or grievances, including methods for reducing bias.
Sensitivity and experience interacting with diverse constituents and fostering belonging and engagement.
Strong written and oral communication skills, including the ability to build rapport in an open, friendly, and accepting way.
Ability to present complex issues clearly, concisely, and in a visually appealing manner, and to communicate effectively with varied audiences and leadership levels.
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 Doctor 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 institution.
Experience and awareness of the sensitivity required when interacting 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 for formal and informal complaints and inquiries.
Interview employees, collect relevant documentation, review information from multiple sources, and support cases through a prompt, well-documented resolution process.
Document employee and labor relations matters and workplace concerns accurately and promptly in the case management system.
Ensure employee relations and workplace concerns are addressed.
Develop and communicate findings, corrective actions, recommendations, and resolutions for complex workplace issues using tools such as intake meetings, facilitated dialogue, shuttle diplomacy, and other alternative dispute resolution methods.
Draft, implement, and monitor formal and informal resolution agreements and plans.
Provide outreach and training on preventing and resolving workplace concerns and on applicable university policies, procedures, and processes.
Collaborate with unit members and university offices on projects, case research, training, and outreach or programming materials.
Assist in writing and maintaining employee policies and procedures and ensure compliance with university requirements.
Build and maintain effective, collegial relationships with internal and external stakeholders in support of university goals and values.
Stay current on case resolution methods, best practices, employment and labor laws, policies, legal trends, and legislation affecting the employee-employer relationship.
Promote a workplace culture in which employees are valued and can contribute in accordance with USC’s Integrity and Accountability Code.
Advise leadership discreetly on performance management, corrective action, and disciplinary processes.
Guide management and employees on rights, responsibilities, and terms and conditions of employment.
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 workplace concerns, change management, and leader and team effectiveness in alignment with university values and policies.