The Case Administration Assistant, Employee Labor Relations will support the Employee and Labor Relations team by streamlining case management tasks, facilitating communications, and executing related projects. This role is responsible for tracking, managing, and responding to internal and external inquiries about pending workplace concerns. The Case Administration Assistant will assist with ensuring that all cases assigned to the Employee and Labor Relations team are reviewed and tracked to resolution in a timely and thorough manner.

Job Responsibilities

The candidate for the position of Case Administration Assistant, Employee Labor Relations will be responsible for the following:

• Monitors department email account and facilitates correspondence regarding case intakes, inquiries, and complaints, responding to all in a professional, efficient, timely and courteous manner. Assists with drafting, dissemination, and archiving of a varied correspondence and communications to parties within a grievance process.

• Assists in the facilitation of internal/external communication as case matters progress from initial reporting to case resolution. Assists with scheduling meetings, conducting research, and transcriptions. Liaises with various stakeholders to obtain information and documents and conducts research in support of requests for information related to case resolution processes.

• Provides administrative support in grievance processes (e.g., investigations, hearings, mediations). Receives requests for and arranges accommodations necessary for participation. Assists with projects related to the facilitation of educational/training programs and the administrative and procedural aspects of formal/informal proceedings.

• Assists employee labor relations analysts in tracking complaints and generating case reports for matters managed and monitored by the department. Regularly audits case management system for complete, accurate, and up-to-date records. Ensures compliance of reporting systems and tracking software with university and industry standards. Trains team members on case management system as required.

• Serves as subject matter expert for case management system of record. Assists with training and education programs as a representative of the department. Maintains knowledge of university-wide systems and processes, recommending enhancements and training opportunities, as needed. 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.

• Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.

Minimum Qualifications

The candidate for the position of Case Administration Assistant, Employee Labor Relations must meet the following qualifications:

• Associate's degree; Combined experience/education as substitute for minimum education.

• Three years’ experience providing case management in education, public health, social work, sociology, educational psychology, student affairs, and/or related fields.

• Experience maintaining confidentiality in an environment managing private and sensitive information.

• Knowledge of best practices for effectively addressing employee and labor relations issues.

• Demonstrated ability to facilitate support and resources.

• Ability to organize, prioritize, and manage multiple tasks and data in a high volume, fast-paced environment with accuracy, attention to detail, flexibility, discretion, empathy, positivity, and compassion.

• Excellent written and oral communication skills and ability to interact effectively with a wide range of internal/external stakeholders.

• Exceptional interpersonal skills, able to work collaboratively and effectively with a diverse array of faculty, staff, students, community members, and other third parties.

Preferred Qualifications

The ideal candidate for the position of Case Administration Assistant, Employee Labor Relations has the following qualifications:

• Bachelor's degree.

• Five or more years’ experience managing cases and using case management systems/platforms.

• Experience providing care and support to students, faculty, and/or staff in higher education settings.

• Experience working in a law office or similar environment.

• Demonstrated attention to detail and skills in collaboration, critical analysis, problem solving, and discretion.

• Demonstrated administrative and project management skills.

• Experience working on matters involving progressive discipline, corrective action, employee performance/conduct concerns, employee complaints and grievances, alternate dispute resolution and strategic management of employee or labor issues.

• Knowledge, skills, or abilities regarding trauma-informed or human-centered approaches to customer service.

The hourly rate range for this position is $33.32 - $40.34. 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