About Our Client:
Our client is a high-profile government agency..
The Manager, Investigations is responsible for the day-to-day management and supervision of the Investigators assigned to the Investigations Team. The Manager supports the Investigators through the planning and execution of investigations, following up to ensure work is progressing in a timely way and guiding the Investigator through challenges in the cases involving issues of resistance and lack of cooperation. In addition, the Manager is responsible to ensure timely, effective, and relevant case assessments and resolution of complaints. The Manager also plays a key role in identifying potential cases for consideration for formal investigation and/or systemic review by SORT.
The Manager assists the Director, Investigations in planning and implementing the strategic direction for the team, managing workflow and tracking information on identified trends to assist the Director in reporting to senior management and government officials. The Manager will also support investigators in case discussions, information gathering and resolution of complaints with senior government and agency officials up to and including at the Assistant Deputy Minister level.
- Manages the activities of investigations team including individual caseload reviews, complaint assessments and analysis and resolutions. Approves cases recommended for closure on the basis that further review, or an investigation is not warranted.
- Oversees the execution of individual complaint investigations and reviews the progression of investigations cases.
- Provides advice, guidance and direction to the Investigators on drafting investigation plans, and determining the scope and methodology required to carry out a thorough and effective investigation.
- Reviews investigative files to ensure the investigation was focused, thorough and objective, includes all relevant evidence, and addresses both individual and systemic issues.
- Supports the Investigator to effectively plan thorough interviews by developing appropriate question areas and identifying suitable interviewing techniques and strategies.
- Reviews and edits investigative reports and correspondence to ensure that the document sets out the facts cogently, objectively and accurately with an appropriate level of detail to ensure a meaningful response reflecting the organization’s vision, mission and values.
- Reviews and assesses complex and systemic complaints identifying potential strategies for resolution and recommends cases which may be appropriate for resolution, formal investigations and/or systemic reviews.
- Identifies and effects strategies to deal with challenges posed during the execution of investigations, escalating issues related to resistance and lack of cooperation.
- Manages performance and discipline for direct reports under guidance from Director and Human Resources.
- Assists the Director with assigning cases and balancing work within the team.
- Plans and provides orientation for new Investigators including but not limited to office procedures, investigative approaches and techniques, jurisdiction, case management, dealing with difficult complaints and research techniques.
- Assists and participates in the preparation of trends analysis and statistics to support the work of the Investigations team, as well the Annual Report.
- Assists the Director in developing strategies for ensuring accurate and informative statistics on complaint trends, as well as on the work performed by the unit
Education and Experience:
- University degree in social science or related field or an acceptable combination of education and experience.
- Minimum 5 years experience in investigation of complaints in an oversight environment.
- Experience in the management of a unit conducting administrative or similar type investigations.
- Flexibility in hours of work in order to meet the organization’s operational and business requirements is required. During periods of high case load, overtime may be required.
- Constant pressure to meet frequent deadlines and respond to competing priorities and objectives. While some deadlines are known in advance, workload volume is unpredictable at times. Requires flexibility and strong organizational skills to manage workload and ensure that organizational priorities and objectives are met.
- For the most part the incumbent works independently and must have initiative necessary to perform the day-to-day functions of this position. Must use judgement and initiative in determining the appropriate solutions for staff questions or problems and issues affecting other teams or the organizational as whole. Deals with both complex and serious problems directly and has access to Director, Investigations for consultation where appropriate.
Effect of Errors:
- Given its oversight role, the work of the office leaves little room for error. Failure to comply with legislation and/or set policies and directives of the office can create a risk of liability and adversely impact the credibility of the office and negatively affect operations.
Freedom to Make Decisions:
- Incumbent is expected to take a principled approach, applying office policy and procedures and using judgment and discretion to ensure effective decision-making. Must be capable of providing reasoned and coherent rationale for decisions. Impacts and results of decisions must be considered in addition to whether procedures have been followed. Incumbent is expected to make decisions on serious issues and to use judgment to identify situations where advice and direction should be sought from Director.
- Purpose: Builds constructive relationships and makes effective use of internal as well as external contacts including but not limited to internal staff, external officials at Ministries, Boards and Commissions, peer groups, consultants and the public. Contacts are for the purpose of providing and/or obtaining information required for processing or problem solving. Contacts are also for the purpose of directly resolving problems related to the office’s operations or individual complaints or for dealing with staff and human resources issues. Often required to deal with individuals outside of the sphere of control of the position. May be called upon to assist and provide support in situations deemed too sensitive or complex to be dealt with by Investigators alone. Fosters a team approach both within the investigations team and across teams in the Office. Works in collaboration and partnership with colleagues who are managers in the Early Resolutions section, other Directors and legal counsel to identify ways for teams to work together, identify best practices and foster a culture of collaboration, innovation and continuous improvement.
- Nature: Most contacts are pleasant, however some may pose challenges in maintaining effective communications, including dealing with volatile situations and/or individuals, individuals who do not understand the role and function of the office or who disagree with the message, which is being delivered them. Has access to the Director, Investigations for advice and guidance in handling more challenging situations and communications
To apply, please send a resume to Allison Dwyer at [email protected].
Summit Search Group is a fair and equitable search firm. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process.