Specialist, Intake and Resolutions / Spécialiste, réception et règlement des plaintes

College of Immigration and Citizenship Consultants

12d•Remote

About The Position

The Specialist, Intake and Resolutions reviews, analyzes, and makes recommendations regarding cases as they relate to the professional obligations of licensees. Where appropriate, the incumbent provides supporting documentation for cases referred to the Complaints Committee. The incumbent facilitates the resolution of certain cases in accordance with applicable policies and procedures. This role will support our team by providing Time management and organizational skills to keep track of deadlines and a high volume of case documents and materials. Analytical, problem-solving and judgement to identify issues in cases, mitigate risk and work towards an appropriate solution. Flexibility to work in a fast-paced changing environment as a collaborative team player who demonstrates initiative. Interpersonal and stakeholder relationship management skills to interact professionally and respectfully with stakeholders, de-escalate where necessary, and engage in ADR. Written and verbal communication skills to prepare and explain detailed case documentation. Attention to detail to ensure accuracy and completeness of documents/materials. Tact and discretion to work on and communicate confidential and sensitive matters with stakeholders (e.g., complainants, licensees, Immigration, Refugees and Citizenship [IRCC ] ).

Requirements

College Diploma in business administration, law, or immigration.
1-3 years of experience working in a law firm, administrative tribunal or regulatory body.
Knowledge of legal and administrative law concepts, principles, and terminology as well as the ability to acquire knowledge of the College Act, regulations, By-laws, and Code of Professional Conduct.
Knowledge of ADR techniques and appropriate application.
Knowledge of, or ability to acquire knowledge of the Canadian immigration system.
Knowledge of office/administrative software, online storage and case management systems.

Responsibilities

Receive and review cases to gather additional information from complainants and licensees for preliminary review, if needed.
Analyze information and identify issues as they relate to the professional obligations of licensees.
Provide recommendations to the supervisor based on risk assessment and analysis of the cases.
Perform alternate dispute resolution (ADR) to resolve cases referred to the early resolution (ER) stream in accordance with applicable policies and procedures.
Engage with complainants and licensees to provide education on the process, and the applicable sections of the Codes, By-laws and regulations relevant to the cases.
Identify Unauthorized Practitioners (UAPs) and share information with Professional Conduct Department members for follow-up.
Summarize cases and provide supporting case documentation for those directed to the Complaints Committee.
Prepare required documentation including triage memorandum and the completed risk assessment worksheet.
Attend Complaints Committee meetings as required and take minutes.
Present cases to the Complaints Committee through written summaries and oral presentation of cases during the meetings.
Communicate with participants to the case to collect additional supporting documentation and/or to perform assessments of the case as required by the supervisor and/or Complaints Committee.
Facilitate the resolution of cases.
Draft Settlement Agreements and finalize with the parties.
Prepare documentation of Committee decisions (e.g., closing letter with reasons for decision, referrals, and letters of appointment).
Summarize issues, information, and decisions, and incorporate relevant content from regulations, By-laws, and the Code of Conduct.
Maintain case files and documentation, per Department processes.
Acquire and maintain knowledge of the College’s policies, regulations, and strategies, and keep up to date with relevant developments, applicable legislation, trends and best practices.
Collaborate with internal stakeholders to ensure the College meets and delivers on its legislative compliance requirements without delay.