Complaint Clerk Job Description Sample
Arizona Department of Education
serving Arizona's education community, and actively engaging parents,
ensuring every student has access to an excellent education
Dispute Resolution Section
Salary Range: $55,000-$65,000
Closing Date: 04/26/19
Job Code: AUN04968 Grade: 21
The Arizona Department of Education (ADE) is committed to ensuring academic excellence for all students. We seek highly qualified professionals who share our passion for enriching students' lives. For more information about ADE, visit http://www.azed.gov/.
ADE's comprehensive benefits package includes: health, dental, vision, supplemental and dependent life insurance and short-term disability. Also provided are a deferred compensation plan, sick leave, vacation leave, and ten paid holidays per year. It is mandatory to participate in the Arizona State Retirement System plan (ASRS), which includes long-term disability (after a 27-week waiting period as a state of Arizona employee).
The Arizona Department of Education (ADE) Dispute Resolution Section is seeking a Complaint Investigator.
BRIEF JOB DESCRIPTION:
Investigate formal state administrative complaints filed against public education agencies by parents, professionals, groups, and other community members throughout the State alleging noncompliance with Federal and/or State special education requirements
As part of the investigation of formal state administrative complaints, draft Investigation Reports outlining the facts, relevant Federal and State law, and findings of compliance or noncompliance
Respond to phone and e-mail inquiries about formal and informal special education-related dispute resolution options
Local and in-state travel required for this position.
KNOWLEDGE, SKILLS, AND ABILITIES (KSAs):
Please note: For those selected for interviews, skills assessments may be administered as part of the interview process.
Current federal and state laws governing educational service delivery for students with disabilities
Knowledge of the Individuals with Disabilities Education Act (IDEA) and its implementing regulations
Methods and procedures in the area of special education
Responsibilities of public education agencies to provide educational services to students with disabilities
Current case law concerning individuals with disabilities
Administrative structures and services provided by public education agencies and state agencies working with individuals with disabilities
Applicants must have prior experience in the field of special education, including teaching or administering programs designed to deliver services and/or special education to students with disabilities.
A Bachelor's degree in education, specialized in the area of special education and/or administration in special education
Written and verbal communication
Effective public speaking
Intermediate skill in using Microsoft Outlook, Word, Excel, and Internet Explorer.
Clarify and prioritize issues of concern relating to special education
Act cooperatively with parents, civic organizations, and school officials (superintendents, directors of special education, principals, and school psychologists, etc.)
Draft clear, concise, and accurate investigation reports
Process information quickly and effectively
SPECIAL SELECTION FACTOR(S):
- Preference will be given to those applicants with a Master's degree in education, specialized in the area of special education.
Position requires possession of and ability to retain a current, valid state-issued driver's license appropriate to the assignment. Employees who drive on state business are subject to driver's license record checks, must maintain acceptable driving records and must complete any required driver training (see Arizona Administrative Code R2-10-207.12.).
Offers are contingent upon successful completion of all background and reference checks, required documents and, if applicable, a post-offer medical/physical evaluation.
EQUAL OPPORTUNITY EMPLOYER:
The Arizona Department of Education is an EOE/ADA Reasonable Accommodation Employer. During all phases of the selection process, people with a disability may request a reasonable accommodation, such as a sign language interpreter, by contacting the ADE Human Resources office at (602) 542-3186 or via e-mail at [email protected].
Pref1, Pref2, Pref3, Pref4
International Complaint Handling Specialist
KARL STORZ SE & Co. KG (KST), based in Tuttlingen, Germany, is a family-owned, global company committed to benefiting humanity by advancing medical technology through innovation and education.
For more than 70 years, KST has been dedicated to earning its international reputation as a leader that designs, engineers, manufactures, and markets all its products with an emphasis on visionary design, precision craftsmanship, and clinical effectiveness.
KARL STORZ Endoscopy-America, Inc. (KSEA), an affiliate of KST, is headquartered in El Segundo, California, and is responsible for all U.S. distribution and sales of endoscopes, instruments, imaging systems, electromechanical devices, and OR1® operating room integration technologies.
What does all that mean to you?
It means you would be joining an organization where you can be proud to play a part in making a difference in people's lives every day.
Being a part of KARL STORZ offers many additional rewards. This includes a commitment to offering competitive compensation, as well as a 401(k) with a 60% match up to the first 6% of your base salary.
We support our employees' health goals by providing outstanding health benefits that include, but are not limited to, medical (PPO, HRA, HSA, and flex spending), dental and vision, as well as amazing wellness programs where you can earn cash or gift cards.
We encourage work/life balance so our employees can recharge and take care of themselves. We offer new employees 3 weeks of paid vacation in the first year, 10 paid holidays and paid sick leave that can also be used to take care of immediate family members.*
We strive to continuously learn and give back to our community. We offer our employees the same opportunity through tuition reimbursement, multiple company-sponsored charitable events and corporate matching for charitable giving.
If KARL STORZ sounds like a company you would like to be a part of, we invite you to learn about our opportunity below!
The Complaint Handling Specialist is responsible for processing complaints and reportable events in North America, such as MDRs and MPRs. The role will provide guidance and product clinical use information to complaint handling investigators and will audit complaints to identify training opportunities and guide the team members through process and identify technical issues. Follow the day-to-day standard operating procedures for the department including complaint processing and resolution with appropriate escalation process.
Understand various KARLSTORZ products and customer requirements as well as associated risk documents. Communicate with internal departments, such as Product Management, Marketing, Regulatory, Manufacturing, Service and Quality and review complaint and MDR investigation for accuracy and being complete. Communicate with customers to obtain information regarding the use of products and document any relevant information for complaint resolution.
Communicate corrective actions to management as appropriate for planning and implementing corrective actions to address product issues. Responsibilities also include managing any necessary recall process by generating reports identifying affected products and customers.
Essential Functions and
Ensure complaints and reportable events are processed correctly and in a timely manner;
Build key relationships with Product Managers to keep abreast of new technologies and product changes;
Develop and implement metrics and provide feedback to the management team;
Analyze and report product complaint trends Analyze trend reports, providing summarized analysis to Management Supervisor;
Conduct internal training on how to document complaints and complaint investigation;
Open, approve , investigate and close complaints;
Conduct follow up investigation on potential medical events including contacting hospital personnel;
File reportable events in North America, such as: MDR (Medwatch Reports) with FDA and MPRs with Canada as appropriate.
Bachelor's degree or equivalent
4-5 years of Regulatory and/or Quality experience
Proficiency with SAP transactions relating to complaints and product information
Intermediate ability with Microsoft Office including Word, PowerPoint and Excel
Excellent oral and written communication skills
Excellent organizational skills with an ability to focus key resources to successfully complete tasks
Strong critical thinking skills
Strong product knowledge
Ability to be self-directed and proactive as well as working with a team
Ability to multi-task and handle deadlines under pressure in a timely manner
High ethical standard and ability to handle confidential information
KARL STORZ reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. Additionally, KARL STORZ, through its supervisors, may require an employee to perform duties outside their normal description within the sole discretion of the supervisor. Employee must comply will all applicable KARL STORZ policies and procedures.
KSEA provides equal employment opportunities (EEO) to all applicants without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, KSEA complies with applicable state and local laws governing non-discrimination in employment.
- Field sales, internships and part-time employees are not eligible for paid time off except for where required by state law.
Initial Erts Complaint Investigator (Environmental Specialist 4)
Keeping Washington Clean and Evergreen
Protecting Washington State's environment for current and future generations is what we do every day at Ecology. We are a culture that is invested in making a difference. If you want to join a team that is highly effective, collaborative, has leadership that embraces the value of people, and believes in the fun factor, Ecology is a good fit.
The Toxics Cleanup Program (TCP) within the Department of Ecology is looking to fill an Initial ERTS Complaint Investigator (Environmental Specialist 4) position. This position will work out of our Southwest Regional Office (SWRO) in Lacey, WA.
The Initial ERTS Complaint Investigator position serves as a senior environmental section specialist, working independently under the general direction of the Unit Supervisor and Section Manager, serves as the Initial Investigator of Environmental Report Tracking System (ERTS) complaints, under the authority of the Model Toxics Control Act (MTCA), and performs Site Hazard Assessments (SHAs) of sites listed on Ecology's Confirmed and Suspected Contaminated Sites List (CSCL).
We are looking for applicants who possess excellent technical and written skills, the ability to quickly assess and evaluate environmental data, and make decisions regarding sufficiency of cleanup actions.
As an agency, our mission is to protect, preserve and enhance Washington's environment for current and future generations. We invest in our employees to create and sustain a working environment that encourages creative leadership, effective resource management, teamwork, professionalism and accountability. Maybe you've seen some of our recent stories on Twitter, Facebook, Instagram or our blog.
To learn more about our agency, please visit our website at www.ecology.wa.gov.
Local efforts... Diverse people... Statewide impacts
Accidental spills of dangerous materials and past business practices have contaminated land and water throughout the state. The Toxics Cleanup Program (TCP) works to remedy these situations, which range from cleaning up contamination from leaking underground storage tanks, to large, complex projects requiring engineering solutions. Our mission is to get and keep contaminants out of the environment.
Some of the key work activities for the Initial ERTS Complaint Investigator position include:
Independently performs Initial Investigations of Environmental Responses Tracking System complaints.
Takes a lead role in coordinating and conducting cross-program/multi-disciplinary inspections.
Provides high quality technical assistance with only occasional need for input from SWRO II/SHA Coordinator, Unit Supervisor, or Section Manager.
Reviews independent cleanup projects reports to determine if the cleanup meets the substantive requirements of the Model Toxics Control Act.
This recruitment will remain open until filled. The initial screening will be April 11, 2019.
In order to be considered for the initial screening, please submit an application, resume, and cover letter on or before April 10, 2019. The agency reserves the right to make an appointment any time after the initial screening date.
A Bachelor's degree involving a major study in environmental, physical, or one of the natural sciences, environmental planning, or other allied field AND five (5) years of professional level experience in environmental analysis or control or environmental planning.
Additional qualifying experience will substitute, year for year, for education.
A Master's degree in one of the above fields AND three (3) years of professional-level experience as described above.
A Ph.D. in one of the above fields AND two (2) years of professional-level experience as described above.
Familiarity with the MTCA cleanup regulation - WAC 173-340.
Special Requirements/Conditions of Employment:
Valid driver's license.
Successful completion of an initial 40-hour hazardous materials training within the first six-months of employment and successful completion of an annual 8-hour refresher course.
Why work for Ecology?
Joining Ecology means becoming a part of a team committed to protecting and restoring Washington State's environment.
A career in public service allows you to help solve some of the most challenging problems facing our state, while keeping the health and financial security of you and your family a priority. We combine one of the most competitive benefits packages in the nation with a strong commitment to work/life balance.
Ecology employees may be eligible for the following:
Medical/Dental/Vision for employee & dependent(s), Public Employees Retirement System (PERS), Vacation, Sick, and other Leave*, 11 Paid Holidays per year*, Public Service Loan Forgiveness, Tuition Waiver, Long Term Disability & Life Insurance, Deferred Compensation Programs, Dependent Care Assistance Program (DCAP), Flexible Spending Arrangement (FSA), Employee Assistance Program, Commute Trip Reduction Incentives, Combined Fund Drive, SmartHealth
Student debt and how working for Ecology can help
Employees may be eligible for the Public Service Loan Forgiveness (PSLF) Program, which forgives the remaining balance on your Direct Loans after you have made 120 qualifying monthly payments under a qualifying repayment plan while working full-time for a qualifying employer. See https://studentaid.ed.gov/sa/repay-loans/forgiveness-cancellation/public-service for more details.
- See the Benefits tab in this announcement for more information
Please include the following documents as an attachment to your application:
- A cover letter describing how your experience, skills and abilities meet the required qualifications of this position.
- A resume outlining your professional experience.
Please complete the applicant profile when applying for this position. Or, you may paste the text of your resume within the profile's resume text field.
Please read the supplemental questions carefully and answer completely. Incomplete responses, including "please see resume" may disqualify you from further consideration.
Department of Ecology employees, please make sure to answer the agency-wide questions regarding permanent status as a classified employee within the Washington General Service or Washington Management Service. Do not forget to select Department of Ecology as a response to question 2, and type your personnel ID number for question 3. If you are not sure of your status or do not know your personnel ID number, please contact Human Resources at (360) 407-6186.
If you are reading this announcement in print format, please visit www.careers.wa.gov to access the online recruitment system. Click on "Look for Jobs" and select Dept. of Ecology under the "Department" search list. Click "Apply Search."
If you need assistance applying for this job, please call Human Resources at (360) 407-6186 or e-mail email@example.com. Please do not call this number or send an email to this address to follow-up the status of your application. You can view the latest status of your application on your profile's main page.
If you have specific questions about the position, please email Nick Acklam at: firstname.lastname@example.org. Please do not contact Nick to inquire about the status of your application.
The act of submitting application materials electronically is considered affirmation that the information is complete and truthful. The state may verify this information and any untruthful or misleading answers are cause for rejection of your application or dismissal if employed.
This position is included in the Washington Federation of State Employees (WFSE) union bargaining unit for the Department of Ecology.
The Washington State Department of Ecology is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientation and gender identity diversity.
Women, racial and ethnic minorities, persons of disability, persons over 40 years of age, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply. Persons needing accommodation in the application/testing process or this job announcement in an alternative format may call (360) 407-6186. Applicants who are deaf or hard of hearing may call the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.
Product Complaint Associate
Job Duties and Responsibilities:
A large pharmaceutical company is looking for a Product Complaint Associate!
In compliance with current good manufacturing practices, the Product Complaint Associate is responsible for supporting the complaint handling Quality system through the timely assessment, processing, distribution of information, and communication of alleged product quality defects for all drug products within the scope of the division.
Very strong regulatory background required
Candidates with nursing background, critical care, or previous hospital setting will be considered
Familiarity with sterile products or medical devices is a plus
• Triage all incoming reports in order to immediately identify the following:
• Product and medical device complaints
• Complaints that require expedited processing due to potential compliance issues.
• Responsible for recording and processing quality complaint information received into the global complaint database. This includes:
• Entering new complaint records
• Determine when a complaint should be investigated or recorded for trending purposes only.
• Determine when a complaint sample should be retrieved for evaluation.
• Issue response letters to complainants regarding product complaints received.
• Contact reporters either by email or phone, as necessary, to gather additional complaint information.
• Complete daily workload while maintaining consistent, right first time quality work and compliance with established procedures and timelines. This may require the Associate to triage and process a minimum number of reports on a daily basis as specified by the US Complaints Operations managers.
• Understanding of Code of Federal Regulation (CFR) good manufacturing practices for finished pharmaceuticals with emphasis on complaint handling requirements.
• Understanding/knowledge of over-the-counter, pharmaceutical, and medical device products, packaging, and labeling with emphasis on complaint handling requirements.
*Experience with sterile and medical device product within a healthcare setting and/or manufacturing and packaging is a plus.
• Experience with triage activities that include but are not limited to identifying product and medical device complaints and the necessary decision-making skills that align with procedures.
• Experience with computer systems including database, spreadsheet, and word processing applications.
• Excellent oral and written communication skills that align with providing optimal levels of customer service, providing accurate product information, and compliance with good manufacturing practices and procedures.
• Possess organizational skills/flexibility/teamwork in order to effectively prioritize daily workload and consistently maintain compliance with procedure timelines.
• Must have the ability to address obstacles with energy and determination.
Bachelor’s/Master’s Degree: A minimum of one years’ experience within the healthcare or pharmaceutical setting.
• Associate Degree or equivalent: A minimum of two years’ experience within a healthcare or pharmaceutical setting.
Contract - 12 Months
• Choice of medical, dental, and vision plans
• Paid vacation time
• Competitive hourly rate
This is a great opportunity and we're looking to fill this role with the right person. If you are ready to embark on an amazing new career opportunity, APPLY RIGHT NOW!
About Ventura Solutions:
Ventura Solutions is a rapidly growing medical device and pharmaceutical staffing, consulting, and training firm. Our extensive industry expertise in medical device, pharmaceutical, and combination products along with an exceptional talent pipeline make us a top choice for a wide range of projects. We also offer great benefits which enable us to attract and retain top talent in the medical device, pharmaceutical, and combination products space. For more information and other job opportunities visit us at ventura-solutions.com
Equal Opportunity Employer Minorities/Women/Veterans/Disabled
Complaint Analyst I
Integra LifeSciences, a world leader in medical technology, is dedicated to limiting uncertainty for surgeons, so they can concentrate on providing the best patient care. Integra offers innovative solutions in orthopedic extremity surgery, neurosurgery, reconstructive and general surgery, and regenerative wound care.
Integra's orthopedic products include devices and implants for foot and ankle, hand and wrist, shoulder and elbow, tendon and peripheral nerve protection and repair. Integra is a leader in neurosurgery, offering a broad portfolio of implants, devices, instruments and systems used in neurosurgery, neuromonitoring, neurotrauma, and related critical care. Integra's Tissue Technologies is an in-patient and outpatient Regenerative product portfolio, which includes products for wound care, burns, abdominal reconstruction, and plastic & reconstructive surgery. In the United States, Integra is a leading provider of surgical instruments to hospitals, surgery centers and alternate care sites, including physician and dental offices.
Founded in 1989 Integra is headquartered in Plainsboro, New Jersey and has over 3,300 employees worldwide. Integra's common stock is listed on The NASDAQ Stock Market under the symbol "IART."
Responsibilities Perform assigned complaints investigations, including but not limited to Product Failure Analysis and complaint documentation review (DHR, complaints history, products instructions, risk management, etc.) and investigation reports. Prepare weekly and monthly metrics for Quality Management Reviews and Operational Reviews such as trend charts, Pareto Analysis, etc., as required. Quality Problem Resolution by means of Root Cause/Problem Solving Analysis. Implementation of corrective and preventive actions as result of complaint investigations, as required. Support to FDA inspections, ISO Certification and surveillance/customer audits, as required. Interact with PD, QA, Clinical Affairs and Technical Support personnel at Corporate and Division level. Issue or update of manufacturing/quality documents (i.e. Shop Orders, Specifications, Drawings, Inspection Criteria, SOP, etc.), as required. Update of internal Complaint tracking system. Coordinate and conduct Complaint Review Boards. Complete assigned Non-Conformance and/or CAPA investigations, as required. Maintains traceability of items in plant to determine current status or access information required to support management decision making or provide information requested by other personnel. Communicates with corporate office to attend details related to complaints (e.g. additional info). Perform other related duties as required. Qualifications
Bachelor degree in Science or Engineering.
One (1) to Three (3) years of experience in manufacturing environment, within the FDA regulated industry, with exposure to production documentation and Quality Assurance/Regulatory functions or equivalent experience in a similar position.
Experience in Medical Devices, preferable.
Knowledge of FDA 21CFR 820, ISO-13483:2003, CMDR, MDD (93/42/EEC), TGA, PAL and other National and International regulatory requirements.
Experience in working on teams.
Knowledge of regulated manufacturing processes, GMP's, and FDA – QSR, Canadian and ISO regulations and standards.
Possess strong analytical, exceptional writing, and interpersonal relationship skills.
Written and verbal effective communication skills in Spanish and English.
Strong leadership skills and the ability to deal effectively and persuasively with all levels of management.
Capable of managing multiple priorities and meet closely spaced, ambitious timelines.
Rapidly adapt to changing environment and circumstances requiring flexibility, tolerance and great sense of urgency while ensuring that all GMP and Regulatory requirements are met.
Competent in the use of computer programs (Word, Excel, etc.)
Complaint Resolution Analyst
This position is responsible for the research, investigation and follow-up to resolution of member and/or provider complaints for Horizon NJ Health and ensures timeliness guidelines and accuracy standards are met.
Researches, investigates and coordinates resolution to member and/or provider complaints.
Utilizes IMAC database to extract complaint information and tracking log.
Ensures complaint resolutions meet State timing requirements to ensure compliance.
Gathers data to compile monthly and quarterly statistical reports.
Conducts extensive follow-up with internal areas.
Writes complaint resolution letters to physicians and members.
Reviews the complaint database report weekly and follow-up on outstanding issues.
Completes and/or assist with monthly reporting requirements.
Performs any other duties as assigned by management.
Prefers a Bachelor's degree from an accredited college or university.
Requires 2 years customer service or health care experience.
Requires knowledge of health care delivery systems.
Requires knowledge of PC's and related software.
Prefers knowledge of State and Federal regulations
Skills and Abilities:
Requires strong verbal and written communications skills
Requires strong analytical and logical thinking.
Requires use of good grammar, diction and articulation.
Requires good computer skills.
Requires conflict resolution skills.
Requires customer focus with excellent listening skills.
Requires focus on quality.
Horizon Blue Cross Blue Shield of New Jersey is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or status as an individual with a disability and any other protected class as required by federal, state or local law.
Location: Hopewell, NJ
Activation Date: Monday, April 22, 2019
Expiration Date: Sunday, June 23, 2019
Compliance Specialist – Complaint Handling
This Regulatory Compliant Specialist will be focused on complaint handling. This includes taking in complaints from ViewRay teammates, distributors and customers. This individual will input complaints into a database system, lead investigations, update files, communicate with customers and be expected to close complaints in a timely manner. In addition, continuous improvement of our existing processes using world-class benchmarks and networking with regulators and industry colleagues will be expected. This role requires a detail-oriented and focused individual to ensure records are accurate and timely.
This position will report to the Manager of Regulatory Affairs.
Oversees WW complaint handling activities for ViewRay including investigation
Works closely with engineering
Owns documentation of complaints and investigations
Provides customer response explaining findings when requested
Closes complaint files in an expeditious manner
Files Medical Device Reports (Form 3500a) with FDA or similar reports to Competent Authorities through Authorized Rep as appropriate
Provides trend charts and Management Review inputs on a periodic basis of reported symptoms as well as root causes
Identifies opportunities to improve complaint handling process along with other quality system processes and procedures as necessary
May manage complaint analysts as necessary to support complaint activities
Supports implementation of electronic complaint handling system
Additional miscellaneous support activities as defined by supervisor
AA or AS in biomedical, electrical/electronic, mechanical, or pure science discipline
5+ years of successful experience in a complaint handling or quality assurance
Knowledge and experience with FDA Quality System regulations
Experience in NRC regulated environment and knowledge of ISO and CE Mark requirements very preferable
Previous experience using SalesForce, QI Macros, and other quality and reliability software as appropriate
Creative, flexible, and collaborative in approach to technical problem solving
Ability to communicate effectively, both orally and in writing, at a variety of technical levels
Ability to work effectively as part of the diverse team including physicists, scientists, and engineers in a fast-paced environment and with multiple projects
Please provide the name of any ViewRay employee referral for this position when you submit your cover letter & resume
ViewRay provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.
Patient Complaint And Grievance Project Manager
Responsible for investigating cause of complaint and or grievance, facilitates follow up of concern with appropriate medical staff and departments and closes the loop with the patient and or family. Explains patient care policies and procedures and works with appropriate personnel to address concerns.
Coordinates communication between patient/families and the healthcare team to expedite the best outcomes for the patient. Responsible to participate in, and or plan and coordinate projects for clinical care utilizing Performance Improvement (PI) methodology to advance quality, safety and service. Serves as project leader for multiple projects in the area of patient safety, quality, complaints and grievances.
Current Registered Nurse licensure by the State Board of Nursing in Illinois
OSF Healthcare Nursing Division requires that all employees beginning employment as a Registered Nurse on or after October 1, 2015 are required to earn a BSN degree within six years from Date of Hire and proof of enrollment within your first 18 months of employment.
Minimum of two years progressively more responsible work experience as an RN in clinical areas
Work-related experience in areas of performance improvement and project management.
Professional knowledge of patient safety, quality, risk, and basic statistics in order to coordinate patient safety activities.
Strong oral/written communication skills and interpersonal skills necessary in order to interact effectively with all levels of healthcare personnel and patients/families.
Strong analytical skills necessary in order to analyze data and develop programs necessary to effectively monitor, evaluate and improve quality and safety of care.
Strong computer and data management skills, including Midas, Microsoft Word, Excel and PowerPoint with experience in graphics for reporting information, designing and/or implementing monitoring and evaluation tools.
Job seekers will be afforded equal opportunity regardless of their race, ethnicity, veteran status or disability status.
Experience the OSF culture and community by clicking here.
Complaint Resolution Officer
Requisition Number: 30081 Job Title: ADMINISTRATIVE ANALYST I, PRINCIPAL Working Title: Complaint Resolution Officer Salary: $5,325 - $10,533 monthly Job Type: Contract Department Name: 3045-STAFF AFFIRMATIVE ACTION Department Website URL: Job Summary Statement: Under the general oversight of the Director, Staff Diversity and Affirmative Action/EEO Compliance, the incumbent is responsible for: 1. The investigation and resolution of discrimination complaints, 2. monitoring and advising managers on compliance with State, Federal and University EEO guidelines and regulations, 3. providing consultative services to campus departments, 4. Conducting training sessions on EEO compliance. Percentage of Time: 100 Shift Start: 8:00 am Shift End: 5:00 pm Qualifications for Position
15 Records Qualifications Required/Preferred
1.Working knowledge of Federal and State regulations related to EEO/Affirmative Action laws that apply to the public sector consistent with University of California policies and guidelines.
2.Working knowledge of federal and state employment practices, procedures and laws, including performance management, corrective action, progressive discipline including termination of employment.
3.Demonstrated skill in analyzing information, problems, situations, practices and /or procedures to define the problem or objective, identify relevant concerns, identify patterns and relationships, formulate logical and objective conclusions, and recognize alternatives and their implications.
4.Demonstrated ability to write detailed, well-organized, publishable analytical reports, procedures and/or memos.
5.Demonstrated skill in negotiating, exchanging ideas, information and opinions with others to formulate policies and programs and/or arrive jointly at decisions, conclusions and/or solutions.
6.Demonstrated ability to make oral presentations to individuals or groups to enhance understanding of applicable policy or procedure in the employment field.
7.Demonstrated ability to interpret and effectively explain complex policies and procedures to all levels of students, academic, and staff personnel.
8.Demonstrated ability to quickly establish rapport and professional credibility and to gain the trust of administrators, faculty, and staff at all levels of the University as well as individuals external to the University.
9.Demonstrated ability to recognize an emergency situation and take appropriate action.
10. Demonstrated ability to function as part of a team and to collaborate with colleagues to facilitate the resolution of employee and/or organizational issues.
11. Demonstrated ability to function effectively under conditions of frequent interruptions and/or distraction, changing priorities, multiple deadlines and a frequently heavy workload.
12. Demonstrated ability to work independently with only general direction and to accept equivocal circumstances and take appropriate action where answers to a problem are not readily apparent.
13. Demonstrated ability to appropriately handle confidential and/or sensitive information and/or documents, including information related to collective bargaining.
14. Ability to interact and communicate with individuals from various cultural, social, economic and educational backgrounds.
15. Juris Doctor (JD) from an accredited American Bar Association (ABA) institution.
Preferred Additional Posting Information Bargaining Unit: 99-Policy Covered Application Deadline: 05-14-2019 External Posting Date: Quicklink To Posting: hr.mycareer.ucla.edu/applicants/Central?quickFind=75986 Special Instructions:
This is a one year contract appointment, subject to renewal. Contact information: Number of Positions:
Special Employment Designations/ Requirements Per UC Policy Conflict of Interest: N/A Critical: Continued employment contingent upon completion of satisfactory background investigation.
Driving Record: N/A E-Verify Check:
Certain positions funded by federal contracts/subcontracts requires UCLA to notify job applicants that an E-Verify check will be conducted and the successful candidate must pass the E-Verify check.
More Information This position does not require E-Verify check. CANRA:
Is this position designated as a mandatory reporter under CANRA? No Other Special Employment
Position is subject to performance standards and other requirements of the University wide Police Policies and Administrative Procedures.
Return to Search Results
Complaint Resolution Officer
UCSD Layoff from Career Appointment: Apply by 06/01/18 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor. Eligible Disability Counseling and Consulting services (DCC) or Special Selection clients should contact their Vocational Rehabilitation Counselor for assistance.
The Complaint Resolution Officer (CRO) reports to the Title IX Officer/Director of the Office for the Prevention of Harassment and Discrimination (OPHD). Under general direction, the CRO assumes major responsibility for responding to complaints of harassment and discrimination, exercising independent judgment in the intake, informal resolution, and formal investigation of complaints and in establishing strategies for the resolution of identified problems. The CRO independently provides impartial consultation, conflict resolution, and problem solving in response to complaints and inquiries received from members of the campus community and affiliates, including faculty, staff, students, parents, and UCSD Healthcare employees.
The CRO makes recommendations to the Director, or, where appropriate, directly to campus administrators or other individuals, and may recommend changes to procedure to insure institutional equity and fairness. The Complaint Resolution Officer also trains management and supervisory personnel regarding the interpretation of University nondiscrimination policies and the University's obligations under those policies. In addition, the CRO develops, implements, coordinates and evaluates education programs regarding discrimination issues for the entire campus community, including programs satisfying the state-mandated sexual harassment prevention training for supervisors.
Must have access to reliable transportation.
Occasional evenings and weekends may be required.
Thorough knowledge of ethics and compliance profession, theories and systems of internal control, and professional compliance and investigations standards. Knowledge of organizational practices, standards and professional ethics.
Broad knowledge of University ethics and compliance policies, procedures and programs. Knowledge of conflict resolution, mediation skills and techniques, communication and listening skills, and diversity issues.
Applies thorough ethics and compliance concepts and applications in the completion of assignments. Skills in problem-solving. Ability to maintain confidentiality and be discrete. Commitment to principles of due process, fairness and respect.
Demonstrated ability to maintain neutrality in the face of resistance, indifference or hostility. Experience in performing under stress with frequent interruptions and distractions.
Ability to gather, organize, complete analysis and develop recommendations in the completion of assignments. Experience in exercising independent judgment in the assessment, investigation, and resolution of concerns brought to the Office for the Prevention of Harassment and Discrimination.
Strong skills in and working knowledge of conflict resolution, problem solving techniques, screening, interviewing, advising and investigation. Strong analytical skills and the ability to assess and negotiate complex, highly sensitive situations.
Skills in coalescing viewpoints and facilitating outcomes in group settings. Including the ability to listen well, be a creative problem solver, demonstrate sensitivity to, and respect for people's needs. Work as part of a university-wide community to resolve complaints and issues and be empathetic toward others.
Ability to present information in a clear and concise manner both in writing and verbally. Ability to suggest practical and effective recommendations; strong analytical and research skills to identify internal and external resources.
Proven skill in writing concise, logical and grammatically correct analytical reports to convey complex and sensitive issues. Strong presentation and training skills to prepare, organize and present outreach, conflict resolution, and other training to groups.
Skill and sensitivity to interact with diverse constituencies of various ethnic, social, cultural, economic and educational backgrounds in order to identify, investigate and facilitate problem resolution and to educate members of the University community effectively.
Ability to establish and maintain productive working relationships with campus administrators, staff, faculty and students. Ability to assist or consult with administrators, staff and faculty in assessing procedural, policy or ethical concerns in complex matters.
Ability to read and interpret complex legal documents such as court cases, laws and guidelines to evaluate their impact on University policy and procedures. Working knowledge of federal and state laws and regulations related to compliance with nondiscrimination law, including sexual harassment and Title IX of the Education Amendments of 1972.
Demonstrated knowledge of computers, word processing and PowerPoint.
Job offer is contingent upon a satisfactory clearance based on background check results.
Position is designated "Confidential" within the meaning of Higher Education Employer/Employee Relations Act (HEERA).
Per the Child Abuse and Neglect Reporting Act (CANRA), this position has been identified as a Mandated Reporter. The selected candidate will be required to report known or suspected child abuse or neglect as defined by CANRA and will be required to sign a Statement Acknowledging Requiring to Report Child Abuse prior to commencing employment. CANRA Penal Codes and related definitions, requirements, and responsibilities may be obtained online.
The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html
UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.
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