Case Coordinator

Role Responsibilities

Are you ready to be the first point of contact for Albertans navigating the police complaints process? Do you thrive on balancing detail-oriented casework with trauma-informed, people-centered service?

As a Case Coordinator with the Police Review Commission (PRC), you will play a central role in Alberta’s new police oversight system by managing the intake and review of public complaints, concerns, and compliments.

Reporting to the Case Coordinator, Team Lead, you will ensure public contacts are accurately documented, summarized, and processed in line with legislative requirements, timelines, and best practices.

Key areas that will make you successful in this role:

•    Case Management and Reporting – Receive, review, and verify complaints to confirm jurisdiction and ensure completeness. Summarize allegations, track timelines, monitor case progress, and draft decision and disposition letters. Prepare reports on case trends and outcomes.
•    File Audits and Reviews – Conduct peer audits and case reviews to identify gaps, errors, or inconsistencies. Document updates in the case management system and escalate systemic issues or delays to the team lead.
•    Service Excellence – Communicate clearly and respectfully with complainants, police services, and other stakeholders. Apply trauma-informed, culturally responsive, and de-escalation techniques to support complainants through the process. Draft transparent, professional correspondence that reinforces fairness and public confidence.
•    Leadership and Collaboration – Exercise sound judgment, uphold confidentiality, and integrate equity, diversity, and inclusion principles into daily practice. Act for the team lead when required and contribute to a positive, collaborative team culture.

This role is an opportunity to directly contribute to a fair, transparent, and trusted police oversight system that strengthens public confidence in policing across Alberta.

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

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.

To excel in these roles, the successful candidate will demonstrate the following competencies:

•    Systems Thinking: Identify trends and process gaps that affect file flow and documentation, supporting workflow improvements that advance the PRC’s oversight mandate.
•    Drive for Results: Proactively meet complaint intake, tracking, and reporting milestones while maintaining accuracy and timeliness.
•    Agility: Adapt to evolving processes, shifting priorities, and high-volume caseloads with composure and creativity.
•    Develop Networks: Build respectful relationships with colleagues, complainants, police services, and community organizations to support collaborative oversight.

Qualifications

Minimum Requirements:

University graduation in a related field such as Arts, Sociology, or Criminology.

Directly related education or experience will be considered on the basis of: 

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

The following will be considered assets:

•    Experience in case management, preferably in a legal, regulatory, or oversight setting.
•    Experience interpreting and applying policies, legislation, or procedures.
•    Experience drafting decision letters, disposition letters, or other formal correspondence.
•    Experience using trauma-informed and culturally responsive approaches in service delivery.
•    Excellent attention to detail and written communication skills.
•    Experience collaborating with internal and external stakeholders in sensitive or high-volume environments.
•    Knowledge of the Police Act, Police Service Regulation, and related policies and procedures.

Technical Competencies:

•    Ability to analyze complaints, determine jurisdiction, and identify issues or gaps in information.
•    Familiarity with records management and disclosure requirements under POPA and other legislation.
•    Proficiency in Microsoft Office (Word, Outlook, Excel) and ability to learn new systems (e.g., PRC case management system).
•    Knowledge of conflict resolution strategies and de-escalation practices.

Other Requirements:

•    Must be able to pass and maintain a certified criminal record check and police information check.

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

•    There are six (6) permanent, full-time positions available. 
•    Location: Edmonton or Calgary
•    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.

•    Please indicate employment duration for all roles listed on your resume e.g. Jan 2022 to Dec 2023
•    Final candidates may be required to undergo an assessment.
•    This position may require final candidates to undergo 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.

What the GoA has to offer to prospective employee:

•    Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx
•    Public Service Pension Plan (PSPP) - https://www.pspp.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.