Manager, Resolution - Police Review Commission

Role Responsibilities

The Case Management and Resolution Branch plays a vital role in upholding public trust by managing complaints, concerns, and compliments related to police conduct. With approximately 5,000 public contacts anticipated annually, the branch uses trauma-informed practices and collaborative resolution strategies to ensure fair and timely outcomes.

We are seeking a dynamic and experienced Manager of Resolution to lead our resolution team. Reporting to the Director of Resolution, this role is responsible for overseeing the day-to-day operations of complaint resolution, including the strategic application of Alternative Dispute Resolution (ADR) processes. The successful candidate will champion transparency, fairness, and continuous improvement in complaint handling, directly supporting the PRC’s mandate to deliver equitable outcomes for Albertans.

Key Responsibilities

•    Lead and manage the resolution team, ensuring timely and effective handling of complaints.
•    Oversee the ADR program, including triaging, assigning cases, and coordinating resolution committee meetings.
•    Develop and refine ADR guidelines and practices to align with evolving community expectations.
•    Monitor resolution metrics such as timelines, satisfaction rates, and consistency of outcomes.
•    Cultivate relationships with external mediators, facilitators, and community partners.
•    Conduct post-resolution debriefs to capture lessons learned and inform policy improvements.
•    Ensure compliance with legislative requirements and PRC standards.
•    Contribute to operational planning, performance measurement, and strategic reporting.
•    Advise senior leadership on ADR policy development, implementation strategies, and impact assessments.

Please click on this link to view the job description for this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies: https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

• Systems Thinking – You must consider the political and social environment as it relates to policing and the law enforcement and use that knowledge to inform project planning and implementation strategies
• Drive for results – Lead and hold the team accountable for achieving results consistent with ministry and government priorities.
• Develop Networks - Builds and nurtures relationships with broad range of stakeholders within the justice system, law enforcement to develop an organizational model and implementation plan for the PRC.
• Build Collaborative Environments – Fosters and encourages working environments where staff are empowered to share ideas, provide feedback
• Agility – Identifies and manages required change and associated risk including identifying alternative and supports.

Qualifications

Required:

•    A university degree (4 years) in Political Science, Public Policy, or Public Administration with a minimum of four (4) years of relevant experience.

Equivalency:

•    Directly related education or experience considered on the basis of:

•    1 year of education for 1 year of experience; or
•    1 year of experience for 1 year of education

Required: 

•    Proven leadership experience in complaint resolution, ADR, or a related field.
•    Strong understanding of trauma-informed practices and de-escalation strategies.
•    Experience leading alternative dispute resolution processes with a focus on neutrality, inclusivity, and clear communication.

Asset:

•    Experience working within a highly legislated/regulated environment and applying administrative decision-making processes.
•    Knowledge of relevant legislation and public oversight frameworks is an asset.
•    Knowledge of law enforcement, police services, and regulatory oversight, with a strong understanding of police service structure, operations, and culture.
•    Extensive understanding of the Police Act, Police Service Regulations, Canada Evidence Act, and other relevant legislation, as well as policing policies and procedures

Please ensure your cover letter clearly highlights how your experience is aligned with the requirements and noted assets for the role.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

•    JJ Bowlen Building, Calgary, Alberta
•    Hours of Work: 36.25 hours per week (permanent full time)
•    Monday to Friday (8:15 am to 4:30 pm)

Other Application Information:

•    A cover letter is required with your application, outlining how your education and experience aligns with the role.
•    Final candidates may be required to undergo a written test demonstrating writing skills and abilities pre or post interviews.
•    Please indicate employment duration for all roles listed on your resume and whether you worked part-time or full-time. For example, January 15, 2006 - June 25, 2009: Assistant (PT three 8 hrs. shifts/week).
•    This position may require final candidates to undergo a security clearance.
•    Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.

Links and information on what the GoA have to offer to prospective employees.

•    Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx
•    Management Employees Pension Plan (MEPP) - https://www.mepp.ca
•    Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits
•    Professional learning and development - https://www.alberta.ca/professional-development-support-directive
•    Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca
•    Positive workplace culture and work-life balance
•    Opportunity to participate in flexible work arrangements such as working from home up to two days per week and modified work schedule agreement
•    Leadership and mentorship programs