Complaint Resolution Specialist

Vancouver Police Department; Vancouver; On-site; CAD 78,000 - 97,000; Full time

Job summary

Vancouver Police Department is seeking a Complaint Resolution Specialist to manage BCHRT complaints end-to-end and provide strategic labour and employee relations services. You will serve as a subject matter expert, drafting labour documents, interpreting agreements, and ensuring compliance with legislation.

The role requires advising on complex workplace matters, preparing reports, and supporting training.

Qualifications

• Thorough understanding of employment-related legislation such as Human Rights, Employment Standards, labour law, and WorkSafeBC.
• Ability to interpret and advise on applicable collective agreements.
• Strong knowledge of HR programs, policies, procedures and practices.
• Ability to build relationships with all levels including unions and the public.

Responsibilities

• Manages BCHRT complaint process from receipt to conclusion.
• Provides guidance to senior leadership and legal counsel on BCHRT matters.
• Prepares BCHRT and legal files for board meetings and training.
• Liaises with Indigenous Relations regarding complaints from Indigenous complainants.
• Supports informal resolution and mediation as needed.

Skills

BCHRT/Employment law

HR advisory

Conflict resolution

Policy interpretation

Public speaking

Relationship building

Discretion

Cultural awareness

Education

Bachelor's degree in labour relations, human resources, industrial relations or related discipline

HR Certificate or Diploma

Tools

Versadex

Adobe (redaction)

Job description

Vancouver Police Department

Complaint Resolution Specialist

COMPETITION: #26152-50160729

TITLE: Complaint Resolution Specialist

Classification: Alternate DisputeResolution Specialist

DEPARTMENT: Vancouver Police Department

DIVISION: Support Services

SECTION: Human Resources/ Labour Relations Unit

STATUS: Regular Full-Time (EXEMPT)

HOURS OF WORK: 0700 to 1600 hours Tuesday to Friday

SALARY: Pay band 8: $56.38 to $70.47 per hour (Annual Salary $102,960 to $128,691)

COMP. END DATE: Friday October 30, 2026

“NOT JUST A JOB . . . A CONTRIBUTION”

Responsible for the end-to-end management of BC Human Rights Tribunal (BCHRT) complaints and the provision of strategic labour and employee relations services. Serves as a subject matter expert in labour and employee relations, providing advice on complex workplace matters, interpreting and drafting labour relations and legal documentation, and ensuring compliance with collective agreements and applicable legislation.

ESSENTIAL DUTIES

BCHRT Complaint Process

• Manages the complaint process from receipt to conclusion;
• Provides consulting support, guidance and recommendations to Support ServicesSenior Director/Superintendent and to legal counsel regarding BCHRT complaints;
• Responsible for preparing BCHRT and legal files reports for Vancouver Police Board meetings;
• Provides internal training on the BCHRT process;
• Liaises with VPD’s Indigenous Relations Coordinator regarding complaints from Indigenous complainants.

Informal Complaint Resolution

• Assesses and provides recommendations regarding how to address conflict in theworkplace;
• Provides guidance and support in the resolution of workplace conflicts under theVPD Respectful Workplace Policy RPM 4.3.1 (i), fostering a respectful and inclusiveworkplace culture;
• Engages outside mediators and complaint resolution specialists;
• Provides in-house facilitated conversation and mediation services;
• Manages workplace environmental assessments by third-party facilitators.

Labour

• Drafts agreements and legal documents, contracts and letters of understanding;
• Attends and provides administrative support for labour processes;
• Coordinates witness preparation and attendance for grievances and arbitrations;
• Participates in collective bargaining and conducts research on current data and trends for bargaining;
• Contributes to developing bargaining strategies;
• Other related duties and responsibilities as assigned.

QUALIFICATIONS KNOWLEDGE, SKILLS & ABILITIES

REQUIRED

• Thorough understanding of employment-related legislation such as HumanRights, Employment Standards, labour law, and WorkSafeBC;
• Ability to interpret and advise on applicable collective agreements;
• Thorough understanding of HR related programs, policies, procedures, and practices, and ability to consistently apply them, and act in an advisory capacity;
• Ability to build and maintain effective working relationships at all levels of the organization, as well as with union representatives, and members of the public;
• Ability to evaluate and address workplace conflicts and coach managers regarding HR practices and policies;
• Ability to use discretion when handling sensitive and confidential issues;
• Solid understanding of the importance of cultural awareness and sensitivity in the workplace, trauma-informed practices, and equity, diversity and inclusion considerations;
• Demonstrated experience in writing reports, recommendations, memos and email correspondence;
• Knowledge of FIPPA and Freedom of Information (FOI) practices with regards to police documents;
• Ability to perform queries on Versadex;
• Ability to speak effectively in public at formal and informal meetings and presentations.

PREFERRED

• Ability to perform queries on Versadex and redactions on Adobe.

EXPERIENCE REQUIRED

• Minimum three years' direct experience providing advice regarding BC human rights complaints and labour relations matters, and a minimum of five years;
• Experience providing labour relations advice and guidance in a unionized environment.

PREFERRED

• Conflict resolution training and experience in providing facilitated conversations and mediation in a human resources context.

EDUCATION REQUIRED

• Bachelor’s degree in labour relations, human resources, industrial relations or related discipline; or,
• Two (2) year HR Certificate or Diploma specializing in human resources and a minimum of five years’ direct experience providing labour relations advice and guidance in a unionized setting.

PREFERRED

• Chartered Professional in Human Resources (CPHR);
• Mediator accreditation or recent experience.

OTHER REQUIREMENTS

• All employees must maintain their Enhanced Reliability Clearance while employed with the Vancouver Police Department. Enhanced Reliability Clearances will be renewed every 5 years.

NOTE: This position is Exempt from the Teamsters Union Local 31.

THE VANCOUVER POLICE DEPARTMENT IS AN EQUAL OPPORTUNITY EMPLOYER