Appeal Resolution Specialist jobs in Los Angeles, CA

The Case Resolution Specialist, Employee & Labor Relations (ELR) provides impartial consultation, conflict resolution, and problem solving in response to workplace complaints from various campus stakeholders. Conducts inquiries, analysis, and case resolution, and assists in the development and maintenance of relevant policies, procedures, and guidelines. Responsible for maintaining accurate, up-to-date records and documentation. Stays current with modern case resolution methods and best practices to proactively resolve workplace concerns.

Minimum Qualifications

The candidate for the position of Case Resolution Specialist, ELR must meet the following qualifications:

• Bachelor's degree from an accredited institution in a related field, or combined experience/education as substitute for minimum education.

• Five years' experience. Four or more years of relevant work experience resolving workplace disputes, engaging in conflict resolution in a large, multi-faceted organization, conducting workplace investigations, and/or any equivalent combination of education and experience.

• Ability to gather, organize, and synthesize information, conduct analysis, document progress, and make effective recommendations for complex and sensitive issues.

• Ability to adhere and enforce complaint procedures and fundamental components of fair process standards.

• Knowledge of best practices used to investigate and resolve employee concerns or grievances, including best practices as they relate to reducing bias during resolution processes.

• Proven skill, sensitivity and experience interacting with diverse groups of constituents (e.g., regarding age, race, gender identity/expression, ability, socioeconomic background) in a culturally sensitive manner.

• Excellent written and oral communication skills, able to interact with varied audiences and levels of leadership to inspire further action.

• Demonstrated experience with complex workplace investigations and writing comprehensive investigative reports.

• Ability to present complex issues in a clear and concise manner.

• Excellent customer service skills.

Preferred Qualifications

The ideal candidate for the position of Case Resolution Specialist, ELR has the following qualifications:

• Master's degree in human resources, psychology, communications, law, industrial relations or another related field, or Juris Doctorate degree.

• Experience with case management software/databases.

• Knowledge and/or understanding of numerous relevant cultural issues (e.g., immigration, socioeconomic, LGBTQIA ).

• Multilingual communication skills, fluent in Spanish and/or other languages beyond English.

• Experience in, and awareness of, the sensitivity required when interacting with diverse communities on trauma-related topics.

• Certification in workplace investigations or similar subject matters.

• Conflict resolution, alternative dispute resolution, or conflict management skills.

• Excellent presentation, data visualization, and facilitation skills with an emphasis on education/training for varied constituencies.

Job Responsibilities

The candidate for the position of Case Resolution Specialist, ELR will be responsible for:

• Developing and communicating results, corrective actions, and recommendations for appropriate resolutions to an array of complex workplace issues using a variety of tools (e.g., facilitated dialogue, shuttle diplomacy, other alternative dispute resolution methods). Drafts, implements, and monitors informal resolution agreements.

• Conducting impartial, confidential, trauma-informed interviews and fact-gathering meetings to investigate workplace complaints and inquiries. Interviews employees, collects appropriate documentation, reviews information from a variety of sources, and provides support as the case is facilitated to resolution. Ensures a well-documented, prompt, and equitable process for all parties.

• Documenting and maintaining employee relations and workplace concerns and individual case updates in a case management system in a timely manner. Ensures all employee and labor relations and workplace concerns are addressed.

• Providing outreach and training on matters related to resolving workplace concerns according to university policies, procedures, and processes to various audiences. May work in collaboration with other unit members to perform projects and conduct background research to assist with cases, training, and development of outreach and other programming materials.

• Assisting with writing and maintaining employee policies and procedures, ensuring compliance with university policies and procedures. Works to foster and maintain effective, collegial relationships with internal/external stakeholders in support of university goals and values. Stays current with modern case resolution methods and best practices to proactively resolve workplace concerns. Promotes an environment that fosters inclusive relationships and creates unbiased opportunities for contributions through ideas, words, and actions that uphold principles of the USC Code of Ethics.

• Performing other related responsibilities as requested and when necessary. The university reserves the right to add or change duties at any time.

Please submit the following with your application:

• Resume

• Writing Sample such as a deidentified closure notice from past or response to current prompt.
  Sample should be 1-2 pages, no more than 1200 words, 12 pt font; can be fictitious.

The annual base salary range for this position is $98,047.19 - $106,624.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

The University of Southern California is an Equal Opportunity Employer

Minimum Education: Bachelor's degree Minimum Experience: 5 years 4 years of relevant work experience resolving workplace disputes, engaging in conflict resolution in a large, multi-faceted organization, conducting workplace investigations, and/or any equivalent combination of education and experience. Minimum Skills: Bachelor's Degree from an accredited institution in a related field. Ability to gather, organize, and synthesize information, conduct analysis, document progress, and make recommendations for complex and sensitive issues. Ability to adhere and enforce complaint procedures and fundamental components of fair process standards. Knowledge of best practices used to investigate and resolve employee concerns or grievances including best practices as they relate to reducing bias during grievance resolution processes. Proven skill, sensitivity and experience interacting with constituents who are diverse in characteristics such as age, education level, race, gender identity and expression, ability, and socioeconomic backgrounds in a culturally sensitive manner. Demonstrated written and oral communication skills; skill-building rapport in an open, friendly, and accepting way. Ability to present complex issues in a clear, concise, and visually appealing manner. Ability to communicate in writing and verbally for variety of audiences and levels of leadership to inspire further action. Excellent customer service skills.