Case Coordinator Team Lead

Role Responsibilities

The Case Management and Resolution branch is responsible for receiving and verifying complaints, concerns, and compliments about police officers, identifying allegations, information gathering, assigning files to the appropriate unit, and preparing final reports and dispositions.

Role Responsibilities

Are you a natural leader who thrives in a fast-paced, high-volume environment? Do you have a passion for public service and a commitment to procedural fairness? If so, we invite you to bring your leadership skills to a dynamic team dedicated to supporting the integrity and accountability of police services.
As the Case Coordinator, Team Lead, you will supervise a team of case coordinators responsible for managing public complaints related to police conduct. You will ensure that all cases are handled with professionalism, impartiality, and in accordance with legislative and policy requirements. In addition to overseeing intake and case management processes, you will manage your own caseload of complex files and exercise decision-making authority delegated by the Chief Executive Officer.

Key Responsibilities:
•    Supervise and support a team of case coordinators in the intake, review, and assignment of complaints.
•    Review complaints to ensure completeness and contact complainants for additional information as needed.
•    Identify and assess complex complaints, recommending appropriate actions to management.
•    Prepare summaries of allegations and recommend appropriate case routing.
•    Refer complaints to police services when appropriate (e.g., performance issues, policy/service matters).
•    Monitor case progress to ensure compliance with legislative timelines and procedural requirements.
•    Collaborate with resolution specialists, investigators, and legal teams to develop recommendations.
•    Prepare disposition, notification, and update letters.
•    Communicate professionally and empathetically with complainants and stakeholders.
•    Apply trauma-informed, culturally responsive, and de-escalation techniques throughout the complaint process.
•    Maintain the highest standards of confidentiality, ethics, and professionalism.

The Job Description is provided for Further details on 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.

The successful candidate will demonstrate the following APS competencies:

•    Systems Thinking – The team lead identifies trends and process improvements to support the PRC's mandate and align operations with organizational goals. 
•    Drive for Results – Supervises case coordinators and supports them to achieve results consistent with the mandate of the Police Review Commission.
•    Build Collaborative Environments – Fosters a working environment where staff are empowered to share ideas, provide feedback, and take accountability for their work.

•    Agility – The team lead must navigate a high-volume caseload while adapting to evolving processes and policies. 

Qualifications

A university degree (4 years) in education, public policy, sociology, criminology, or a related field, plus a minimum of four (4) years of progressively responsible 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:
•    Experience in case management within a legal, regulatory, or oversight setting, with the ability to oversee and coordinate complex files effectively.
•    Experience interpreting and applying policies and procedures within a case management framework, ensuring compliance with established guidelines and regulatory requirements.
•    Experience in supporting and mentoring team members, providing guidance on case handling, workload distribution, and professional development.

Assets:
•    Knowledge of conflict resolution strategies and trauma-informed approaches to ensure a fair and supportive complaint resolution process. 
•    Proficiency in analyzing administrative data to track case trends, identify gaps, and support continuous improvement initiatives. 
•    Experience in workflow management and process optimization to improve efficiency and effectiveness in case resolution.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification.

Notes

• Location: JJ Bowlen, Calgary or Labour Building, Edmonton
• Hours of work: 7.25 hours per day/ 36.25 hours per week
• Monday to Friday 8:15am to 4:30pm (in-person)
• Some travel may be required (<= 25%)

Other Application Information:

• A cover letter is required and will be used to evaluate your writing skills. Cover letter should be no longer than one page. Final candidates may be required to undergo a written test demonstrating writing skills and abilities pre or post interview.
• Please indicate employment duration for all roles listed on your resume e.g. Jan 2022 to Dec 2023
• 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
• Alberta Public Service Benefit Information
• Professional learning and development
• Research Alberta Public Service Careers tool
• Positive workplace culture and work-life balance.