Case Manager

Job Summary

The UBC Investigations Office (IO) manages formal complaint processes under UBC’s Sexual Misconduct Policy, Discrimination Policy, Retaliation Policy, Respectful Environment Statement, and the Public Interest Disclosure Policy.

The Case Manager administers the complaint processes, from file management and coordination with partner offices, to investigation report finalization and redaction. In doing so, the Case Manager interprets and applies relevant policies and laws, and promotes an efficient, collaborative case management approach. The Case Manager exercises a high degree of maturity, judgment and tact in serving as a key point of contact for internal and external stakeholders. The Case Manager deals with highly sensitive and confidential information, as well as students, faculty and staff members affected by trauma, and must consistently demonstrate a trauma-informed approach in all communications.

Organizational Status
Reports directly to the Director of Investigations (DOI). Receives direction from the Associate Director of Investigators (A-DOI) on case management matters.

Collaborates with campus partners, including Human Resources, Student Services, the Sexual Violence Prevention and Response Office, and Equity & Inclusion Office, to facilitate a collaborative case management approach.

Work Performed
Administer the complaint intake processes, including:

• Oversight of internal file management protocols, performance of initial file review to ensure there is sufficient information for IO to determine jurisdiction to investigate, and management of pre-investigation timelines for the IO.

• Requesting additional information from the complainant, applying a trauma-informed approach to questioning.

• Identifying high-risk, time sensitive matters requiring immediate intervention such as restrictions under the At Risk Behaviour Policy, Early Assist submissions, or academic hold requests for priority review and action by the A-DOI and/or DOI.

• Facilitating a collaborative case management approach with campus partners.

• Collaborating with campus partners to execute pre-investigation processes, including notifying respondents of complaints and implementing appropriate interim measures.

• Writing highly sensitive and technical correspondence related to UBC’s jurisdiction to investigate, referral of complaints to investigation, and summaries of allegations, by applying relevant policies and laws to complex fact patterns.

Oversees investigation progress and provides case management support during investigations, including:

• Monitoring timeliness of investigations and compliance with deadlines in relevant policies. Collaborating with the A-DOI, DOI and Investigators to identify and address sources of delay.

• Providing updates to relevant stakeholders throughout investigation processes.

• Coordinating requests for sensitive information from external investigators.

• Reviewing and finalizing investigation reports and other written work products.

Manages post-investigation processes, including:

• Redacting investigation reports in accordance with the with guidance from the Office of University Counsel (OUC) as needed.

• Providing investigation reports to appropriate decision makers regarding outcomes, including the Office of the President, Deans and senior leaders

• Disseminating investigation reports and communicating outcomes to complainants and respondents. Applying and UBC standardsto determine what outcome information UBC is able to disclose to complainants.

• Ensuring that investigation files are complete prior to file closing.

• Responding to complex enquiries from parties and campus partners regarding investigation outcomes.

Responsible for the operational effectiveness of IO file management processes and practices.

Recommends improvements and amendments to meet the IO’s strategic objectives of providing timely, legally defensible, trauma-informed investigations.

Consequence of Error/Judgement
This position requires judgment, tact and discretion. Failure to apply a trauma-informed approach may cause harm to students, faculty and staff members affected by trauma. Errors in judgement with internal or external constituents could have a negative impact on University community members and the University itself, resulting in legal suits, poor public relations and financial costs. Work must often meet tight deadlines and requires the incumbent to perform well under pressure. The incumbent will be expected to respond well to unexpected circumstances and exercise judgement and flexibility in establishing priorities and carrying tasks through to completion in a timely manner.

Supervision Received
Works under the primary direction of the DOI and receives direction from the A-DOI on case management matters.

Supervision Given
None.

Minimum Qualifications
Undergraduate degree in a relevant discipline. Minimum of two years of related experience, or the equivalent combination of education and experience.

-Willingness to respect diverse perspectives, including perspectives in conflict with one’s own

Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

Undergraduate degree in humanities, law, or public policy. Certificate from a legal administrative assistant or paralegal program.

Experience in a legal office or in a case management role

Professional development and/or recent experience in relevant areas of law, including sexual violence, bullying and harassment, human rights, and administrative law.

Professional development and/or recent experience serving populations impacted by trauma. Ability to apply a trauma-informed approach to all communications.

Professional development and/or recent experience in investigative processes, including interviewing.

Professional development and/or lived or learned experience related to equity, diversity and inclusion

principles.

Ability to exercise a high level of tact and discretion in dealing with confidential and sensitive matters.

Ability to independently apply a broad knowledge of policies and procedures.

Ability to draft complex correspondence in clear, concise business English.

Ability to maintain accuracy and close attention to detail.

Excellent oral and written communication, interpersonal, organization and problem-solving skills.

Ability to adapt to changing priorities, multitask, take initiative.