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HRO COMPLAINTS & RESEARCH ANALYST

  • Job ID: 62317
  • Job Category: Human Resources
  • Division & Section: People & Equity, Human Rights Office
  • Work Location: CITY HALL, 100 Queen St W, Toronto, M5H 2N1 (hybrid)
  • Job Type & Duration: Full-time, Temporary Vacancy (18 months)

  • Salary Range: $79,409.00-$106,101.00

    Ideal Hiring Zone: $88,117-$95,538

  • Shift Information: Monday to Friday, 35 hours per week
  • Affiliation: Non-Union
  • Number of Positions Open: 1 
  • Posting Period: 20-FEB-2026 to 06-MAR-2026

Reporting to the Manager, Human Rights, the Human Rights Office (HRO) Complaints & Research Analyst provides direct support to employees and residents who contact the Human Rights Office. The Analyst conducts intake interviews by phone and responds to written inquiries from individuals seeking assistance with human rights–related concerns. In addition to frontline service delivery, the Analyst contributes to the precise collection, analysis, and interpretation of Human Rights Office data, examining trends emerging from complaints as well as broader social and legal developments. The role also supports the ongoing maintenance and enhancement of the Human Rights Office’s internal case management system and its reporting capabilities. In addition, the Analyst plays a key role in resolving complaints by providing neutral, trauma‑informed, and empathetic service that upholds human rights, equity, and reconciliation.

Major Responsibilities:

Intake and Complaints Resolution

  • Provides information, makes referrals, and delivers education on the role and services of the Human Rights Office.
  • Screens and triages incoming complaints, concerns, and requests to determine the applicability of the City’s human rights related policies.
  • Provides impartial and confidential advice, presenting options and accurate information.
  • Responds to incoming correspondence, logs and tracks inquiries, determines required actions, and uses discretion and initiative in routine matters involving a wide range of stakeholders; electronically tracks external mail.
  • Facilitates early complaint resolution by offering informed advice, guided discussions, or education. Prepares files for transfer when ongoing complaint management or escalation is required. Assists with informal, complex complaint resolution by supporting activities such as note‑taking or scheduling coordination for investigations.
  • Supports the accuracy and integrity of the inquiry database and case management system, ensuring inquiries are properly tracked, documented, and analyzed.
  • Maintains effective communication with clients, divisional representatives, and colleagues, employing diplomacy and negotiation skills to support productive communication between parties in conflict.
  • Provides high‑quality service by researching and addressing urgent matters and specific requests in a timely and professional manner.

Research and Data Analysis

  • Reviews the HRO database, applying qualitative and quantitative analysis to identify key trends.
  • Creates reports based on data analysis and supports the development and presentation of findings.
  • Reviews City Council and Committee agendas and reports, identifying and analyzing items that may affect the Human Rights Office.
  • Oversees the administrative management and use of the Complaints Management System. Conducts research and prepares briefing notes reflecting developments in the human rights field, corporate policies and practices, legislation, and jurisdictional trends.
  • Reviews and analyzes statistical data, external reports, research studies, and existing or proposed policies relevant to the work of the Human Rights Office.
  • Interprets and applies applicable policies to ensure the protection of privacy and confidential information.
  • Identifies data‑related issues within the case management system and collaborates with others to develop and implement solutions.
  • Supports the HRO’s capacity to collect demographic data related to human rights inquiries.
  • Assists the team in ensuring documents meet accessibility standards.
  • Manages special projects and performs other duties as assigned.

Key Qualifications:

  1. Post‑secondary education in a relevant discipline (e.g., Law; Employee & Labour Relations/Industrial Relations; Public Policy; Human Rights; Human Resources; Social Sciences) or an equivalent combination of education and experience.
  2. Experience performing intake functions in a sensitive and empathetic manner by phone, in person, or in writing, including gathering information, providing relevant guidance or referrals, and applying policies and procedures.
  3. Experience conducting research and analysis on human rights related matters, including interpreting and reporting on data, as well as collecting, organizing, validating, and analyzing complex information with accuracy and attention to detail.
  4. Experience conducting qualitative and quantitative data analysis and producing clear, accessible reports.
  5. Demonstrated ability to prioritize competing demands and manage time effectively while ensuring fairness and equitable outcomes.
  6. Experience engaging with a broad range of stakeholders, including members of diverse communities, to provide effective customer service and support conflict resolution.
  7. Experience preparing content—including formatting, proofreading, and ensuring accessibility—for outreach materials, reports, briefing notes, correspondence, charts, tables, and statements.
  8. Experience using technology and data systems, including case management systems and Excel.
  9. Knowledge of relevant Ontario legislation, including the Human Rights Code, Occupational Health and Safety Act, and Accessibility for Ontarians with Disabilities Act.
  10. Knowledge of human rights principles and issues related to discrimination, anti‑racism, anti‑oppression, and the history of human rights protections in Ontario.
  11. Demonstrated ability to stay organized, manage multiple priorities, and communicate effectively with members of the TPS and the public, including individuals from diverse communities and those who may be upset or distressed.
  12. Highly developed interpersonal and communication skills, both oral and written, applicable across all organizational levels.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.

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