Independent Complaints Review Officer
Immigration Consultants of Canada Regulatory Council (ICCRC)
ICCRC is the national regulatory body that serves and protects the public by overseeing licensed immigration and citizenship consultants and international student advisors. ICCRC establishes effective policies, practices, and procedures to regulate and educate immigration professionals
JOB TITLE: Independent Complaints Review Officer (ICRO)
Department: Office of the ICRO
Reports to: Board of Directors
Language Requirement: English (Bilingual Non-imperative)
Do you want to be part of a team that strives to improve the quality of immigration/citizenship consulting services? If you share our passion and purpose please consider applying to the opportunity below to become part of a team that makes a difference.
ICCRC is looking for an experienced and balanced decision maker to take on the role of Independent Complaints Review Officer.
Reporting to the Chair of the Board of Directors, the Independent Complaints Review Officer will review complaints where a complainant has asked for a review because they are dissatisfied with the decision to close the complaint without referral to the Discipline Committee. The ICRO reviews the procedures used by the Council in investigating or handling the complaint and does not consider the merits of the complaint.
The ICRO operates independently of the Council, similar to that of an ombudsman, and is a pivotal role as the ICRO assists the Council with ensuring the quality of its service, the integrity and fairness of its procedures and that it meets its on-going commitment to regulatory excellence.
This is a contract position requiring the successful candidate to work up to five days per month.
This role is ideal for someone who values fairness and process.
Our ideal candidate is a strong and effective communicator and decision maker.
Please note that to ensure that there are no conflicts, we cannot accept applications for the ICRO position from anyone that is currently an RCIC or RISIA licensed by the Council, or anyone that is current or former personnel of the Council (that is, an employee or a member of the Council’s Board).
Mandate of Department
To investigate and resolve concerns and complaints about members, balancing public protection with a fair and objective process.
Responsibilities Include (but are not limited to)
Receive requests for reviews from complainants and determine if the reviews should be carried out.
Review each complaint and decide if the procedures used by the Council in handling and investigating the complaint were fair and/or if there were any errors in fact or law.
Mediate with the complainant and the Council to try to achieve an agreement to settle the matter.
Inform relevant parties of the outcome of the review.
Occasionally act as an independent delegate to handle complaints that are initiated by ICCRC, any of its Tribunal Committee members or any member of the Board of Directors.
Produce an annual report that comprehensively summarizes the work carried out by the ICRO along with any recommendations.
Knowledge & Experience Required
A Canadian law degree and a licensee in good standing with a provincial law society or an equivalent combination of education and experience.
10+ years’ experience in a legal office, law practice, Tribunal or comparable complex organization which would have provided the applicant with opportunities to acquire the necessary knowledge, judgment, and objectivity needed to perform the essential tasks for this position.
Experience with a Canadian professional regulatory body.
Demonstrated skills in problem solving and dispute resolution.
Excellent interpersonal and communication skills to build and maintain strong and effective working relationships with multiple stakeholders with competing interests.
French fluency is a strong asset.
Mediation experience is a strong asset.
Prior experience working in the immigration industry or with an RCIC is a strong asset.
How to Apply
Please email your resume and a brief cover letter indicating why you feel you are a fit for this role to firstname.lastname@example.org. Please indicate Independent Complaints Review Officer in the subject line.
Please Note: A police record check is required by the successful candidate prior to hiring.
As an equal opportunity employer, we welcome applications from persons legally entitled to work in Canada, who represent the diversity of our nation, and whose qualifications meet the skills and experiences we seek. While we thank all applicants for their interest, only those identified for further consideration will be contacted.