HRO Complaints & Research Analyst

Role Overview

• Provides information, makes referrals, and delivers education on the role and services of the Human Rights Office.
• Screens and triages incoming complaints, concerns, and requests to determine the applicability of the City’s human rights related policies.
• Provides impartial and confidential advice, presenting options and accurate information.
• Responds to incoming correspondence, logs and tracks inquiries, determines required actions, and uses discretion and initiative in routine matters involving a wide range of stakeholders; electronically tracks external mail.
• Facilitates early complaint resolution by offering informed advice, guided discussions, or education.
• Prepares files for transfer when ongoing complaint management or escalation is required.
• Assists with informal, complex complaint resolution by supporting activities such as note‑taking or scheduling coordination for investigations.
• Supports the accuracy and integrity of the inquiry database and case management system, ensuring inquiries are properly tracked, documented, and analyzed.
• Maintains effective communication with clients, divisional representatives, and colleagues, employing diplomacy and negotiation skills to support productive communication between parties in conflict.
• Provides high‑quality service by researching and addressing urgent matters and specific requests in a timely and professional manner.
• Reviews the HRO database, applying qualitative and quantitative analysis to identify key trends.
• Creates reports based on data analysis and supports the development and presentation of findings.
• Reviews City Council and Committee agendas and reports, identifying and analyzing items that may affect the Human Rights Office.
• Oversees the administrative management and use of the Complaints Management System.
• Conducts research and prepares briefing notes reflecting developments in the human rights field, corporate policies and practices, legislation, and jurisdictional trends.
• Reviews and analyzes statistical data, external reports, research studies, and existing or proposed policies relevant to the work of the Human Rights Office.
• Interprets and applies applicable policies to ensure the protection of privacy and confidential information.
• Identifies data‑related issues within the case management system and collaborates with others to develop and implement solutions.
• Supports the HRO’s capacity to collect demographic data related to human rights inquiries.
• Assists the team in ensuring documents meet accessibility standards.
• Manages special projects and performs other duties as assigned.

Requirements

• Post-secondary education in a relevant discipline (e.g., Law; Employee & Labour Relations/Industrial Relations; Public Policy; Human Rights; Human Resources; Social Sciences) or an equivalent combination of education and experience.
• Experience performing intake functions in a sensitive and empathetic manner by phone, in person, or in writing, including gathering information, providing relevant guidance or referrals, and applying policies and procedures.
• Experience conducting research and analysis on human rights related matters, including interpreting and reporting on data, as well as collecting, organizing, validating, and analyzing complex information with accuracy and attention to detail.
• Experience conducting qualitative and quantitative data analysis and producing clear, accessible reports.
• Demonstrated ability to prioritize competing demands and manage time effectively while ensuring fairness and equitable outcomes.
• Experience engaging with a broad range of stakeholders, including members of diverse communities, to provide effective customer service and support conflict resolution.
• Experience preparing content—including formatting, proofreading, and ensuring accessibility—for outreach materials, reports, briefing notes, correspondence, charts, tables, and statements.
• Experience using technology and data systems, including case management systems and Excel.
• Knowledge of relevant Ontario legislation, including the Human Rights Code, Occupational Health and Safety Act, and Accessibility for Ontarians with Disabilities Act.
• Knowledge of human rights principles and issues related to discrimination, anti‑racism, anti‑oppression, and the history of human rights protections in Ontario.
• Demonstrated ability to stay organized, manage multiple priorities, and communicate effectively with members of the TPS and the public, including individuals from diverse communities and those who may be upset or distressed.
• Highly developed interpersonal and communication skills, both oral and written, applicable across all organizational levels.

Benefits

• Accommodation
• Equal opportunity employer