Office Compliments jobs

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. 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.

The Job Description is provided for further details on this position.

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.

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

Qualifications

• University degree in a related field (e.g., Criminology, Law and Society, Police Studies, Sociology)
• 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).
• Proficiency with Microsoft Office and ability to learn case management systems.
• Knowledge of conflict resolution strategies and de-escalation practices.

Other Requirements:

• Must be able to pass and maintain a fingerprint-based criminal records check, police information check, and other clearances required to access police databases.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification.

Notes

• Permanent full time, 36.25 hours per week, Monday to Friday.
• 10808 99 Street, Labour Building, Edmonton, Alberta.

Other Application Information:

• A cover letter is required. Please use your cover letter to demonstrate how your education and experience relate to the requirements of this position.
• 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.