Manager, Equal Employment Opportunity (Complaint Intake Manager)

Overview

Responsibilities

• The Complaint Intake Manager will be responsible for managing the intake process for EEO complaints. This role involves receiving, documenting, and processing complaints in a timely and confidential manner. Key responsibilities include:
• Provide direct supervision, guidance, and support to Associates, ensuring they understand and effectively carry out the EEO complaint intake process, while fostering their professional development and maintaining high standards of confidentiality and compliance.
• Receiving and documenting/logging EEO complaints from employees and other stakeholders.
• Conducting initial assessments to determine jurisdiction, scope and validity of complaints.
• Determining whether the complaint should be investigated, resolved or forwarded to another department.
• Coordinating with relevant departments to ensure timely and effective resolution of complaints.
• Maintaining accurate and detailed records of all complaints and related documentation.
• Providing support and guidance to employees regarding the EEO complaint process.
• Creating, updating and managing case log database using technology to improve efficiency.
• Preparing clear and comprehensive written memos and/or reports related to intakes.
• Coordinate with Section Manager and Director (as needed) to assign cases to appropriate investigators or departments.
• Using subject matter expertise to provide leadership, expert consultation and deliver targeted training and awareness presentations to address specific EEO concerns. Includes topics such as discrimination, sexual harassment, EEO compliance and respect in the workplace.
• Escalating serious and/or high-risk matters quickly (i.e., sexual harassment, violence, systemic issues, etc.).
• Monitoring trends and patterns in complaints (by organization, department, EEO basis, status, etc.).
• Staying updated on legal developments and best practices in EEO complaint handling.
• Engaging with both management and union employees at all levels, representatives from government agencies, and other stakeholders in contact with the office.
• Demonstrating discretion, managerial courage, tact and diplomacy in communicating difficult and sensitive messages.
• Performing other related tasks and assignments as required.

Qualifications

• Bachelor's Degree Labor and Employment Law, Human Resources, Organizational Development, Business Management or a related field and 5 years of related work experience, or
• Master's Degree Labor and Employment Law, Human Resources, Organizational Development, Business Management or a related field and 3 years of related work experience, or
• Juris Doctorate Law and 3 years of related work experience.

• Minimum 5 years of experience in conducting investigations of employment discrimination complaints and allegations to include EEO fact finding interviews, assessing credibility, analysis of documentary evidence and comparative analysis to reach logical conclusion, required. Required and
• In depth knowledge of current Equal Employment Opportunity (EEO) laws and regulations and experience providing advice and counsel on EEO best practices to employees at all levels, required. Required and
• Subject matter expertise in the EEO investigative complaint handling process and case management skilled investigative techniques, credibility assessment, required. Required and
• Ability to effectively manage EEO case load and ensure timely resolution with a focus on the overall customer experience, required. Required and
• Demonstrated ability to write clear and concise EEO investigative documents/reports. Strong ability to clearly articulate findings to a variety of stakeholders, required. Required and
• Excellent presentation, facilitation, and written communication skills, required. Required and
• Strong hands-on experience and proficiency with Microsoft Office applications, required. Required and
• Strong analytical ability with a keen attention to detail. Demonstrated ability to employ critical thinking, problem solving and strong decision-making skills, required. Required and
• Demonstrated high energy level, flexibility and the ability to handle multiple tasks and assignments while working under aggressive timelines, required. Required and
• Strong organizational, administrative, decision making and interpersonal skills with a solid teamwork orientation, required. Required and
• Ability to lead and manage projects as assigned, required. Required and
• Consulting and influencing skills that demonstrate credibility and garner trust, required. Required and
• Demonstrated professional demeanor, confidence dealing with all levels of management/ union personnel and the ability to work with sensitive and confidential information, required. Required

• Driver's License Required

• Ability to respond to system emergencies
• Able to work in all weather conditions, i.e. excessive heat and/or cold
• Perform extended driving through heavy traffic and severe off-road conditions
• Ability to climb ladders and stairs
• Ability to work in inclement weather and adverse conditions (i.e., excessive heat, cold, noise, confined spaces)
• Ability to work with, and in, the vicinity of high voltage and/or other high-energy systems
• Ability to be approved to wear and use either a full or half-face respirator, without facial hair or other conditions that may interfere with the seal, in accordance with OSHA regulations
• Stand, walk, and climb ladders and stairs for the duration of the workday
• Stand, walk, lift, climb, bend, kneel, stoop, and/or reach for the duration of the workday
• Ability to travel to company locations to work on storm restoration and heat contingencies
• Wear necessary Personal Protective Equipment (PPE), i.e. fire-retardant clothing and safety harnesses
• Work rotating shifts, including nights, midnights, weekends, and holidays
• Use personal vehicle(s), and be able to transport, store, and secure company laptops and other job-related equipment in vehicle. Acknowledge that reimbursement for use of personal vehicle is available through the company mileage procedure

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.