USC Employee and Labor Relations (ELR) is a team dedicated to fostering healthy, productive work environments aligned with USC’s Unifying Values, including integrity, excellence, and accountability. Serving faculty, staff, student workers, supervisors, and HR/Faculty Affairs professionals, ELR provides proactive guidance, early intervention, and fact-finding to address workplace concerns and resolve conflict. The team offers expertise in employment practices and policy, workplace intervention strategies, formal and informal case resolution, and education and training, partnering across the university to prevent escalation, strengthen workplace practices, and support a positive and respectful USC community.
The Case Resolution Specialist (CRS) provides impartial consultation, conflict resolution, investigation, and problem solving in response to informal and formal complaints from various campus stakeholders. The CRS conducts inquiries, analysis, and case resolution; assists in the development/maintenance of relevant policies, training, procedures, and guidelines. The CRS is responsible for maintaining accurate, updated records and documentation in case management system. The CRS stays current with modern case resolution methods/best practices to resolve workplace concerns in a proactive manner.
Hear from the Employee and Labor Relations team
Listen to Valyncia Raphael-Woodward share more about the ELR team, the Case Resolution Specialist role, what makes the work meaningful, and what candidates can expect.
Listen to the Role Overview → https://tinyurl.com/caseresolutionspecialist
The work schedule for this opportunity is hybrid, requiring three days onsite a week at our offices in Downtown Los Angeles.
Job Responsibilities
The candidate for the position of Case Resolution Specialist will:
- Conduct impartial, confidential trauma-informed interviews and fact-finding meetings to investigate formal and informal complaints and inquiries. Interview employees, collects appropriate documentation, reviews information from a variety of sources, and provides support as the case is facilitated to resolution, ensuring a well-documented and prompt process for all parties.
- Document and maintains employee and labor relations and workplace concerns in a case management system in a timely manner. Ensure all employee relations and workplace concerns are addressed.
- Develop and communicates results, corrective actions, and recommendations for appropriate resolutions to an array of complex workplace issues using a variety of tools (e.g., facilitated dialogue, shuttle diplomacy, other alternative dispute resolution methods). Draft, implement, and monitor informal resolution agreements.
- Provide outreach and training on matters related to resolving workplace concerns according to university policies, procedures, and processes to various audiences. May work in collaboration with other unit members to perform projects and conduct background research to assist with cases, training, and development of outreach and other programming materials.
- Assist with writing and maintaining employee policies and procedures, ensuring compliance with university policies and procedures. Work to foster and maintain effective and collegial relationships with internal and external stakeholders in support of the university's goals and values. Stay current with modern case resolution methods and best practices to resolve workplace concerns in a proactive manner. Encourage a workplace culture where all employees are valued, value others and have the opportunity to contribute through their ideas, words and actions, in accordance with the USC Integrity and Accountability Code.
- Advise leadership on performance management, corrective action, and disciplinary processes with utmost discretion. Provide guidance on rights and responsibilities of management and employee terms and conditions of employment. Interpret policies, employment laws, and labor agreements while guiding consistent and compliant practices that mitigate risk.
- Consult on, develops and communicates results, corrective actions, and recommendations for appropriate resolutions/resultant actions to an array of complex employee and labor relations issues using a variety of tools (e.g., intake meetings, interviews, facilitated dialogue, shuttle diplomacy, other alternative dispute resolution methods). Draft, implement, and monitor formal and informal resolution plans and. Ensures complete, timely, and accurate documentation in case systems. Maintains knowledge of relationships, labor and employee laws, policies, employment and labor legal trends, and new legislation that could impact the employee/employer relationship.
- Design and deliver outreach and training to a variety of audiences on matters related to preventing and resolving workplace concerns, managing change, and increasing leader and team effectiveness in alignment with university values policies, procedures. May work in collaboration with other unit members and University Offices to perform projects and conduct background research to assist with cases, training, and development of outreach and other programming materials.
Minimum Qualifications
The candidate for the position of Case Resolution Specialist must meet the following qualifications:
- Bachelor’s Degree from an accredited institution in a related field including but not limited to: business, psychology, communications, employment law, industrial relations or another related field
- Five years of relevant work experience resolving workplace disputes, engaging in conflict resolution in a large, multi-faceted organization, conducting workplace investigations, and/or any equivalent combination of education and experience. Ability to gather, organize, and synthesize information, conduct analysis, document progress, and make effective recommendations for complex and sensitive issues.
- Sound judgment, high integrity, and problem-solving skills. Knowledge of current major employment laws and regulations (e.g., ADA, FMLA, NLRA). Experience establishing collaborative initiatives with multiple departments. Strong facilitation skills, with a proven track record of building strong collaborative relationships with stakeholders at all levels of an organization. Demonstrated ability to effectively manage time, prioritize tasks and work independently.
- Ability to gather, organize, and synthesize information, conduct analysis, document progress, and make recommendations for complex and sensitive issues.
- Ability to adhere and enforce complaint procedures and fundamental components of fair process standards.
- Knowledge of best practices used to investigate and resolve employee concerns or grievances including best practices as they relate to reducing bias during grievance resolution processes.
- Proven skill, sensitivity, and experience interacting with a variety of constituents and fostering a culture of belonging and engagement.
- Demonstrated written and oral communication skills; skill-building rapport in an open, friendly, and accepting way.
- Ability to present complex issues in a clear, concise, and visually appealing manner.
- Ability to communicate in writing and verbally for variety of audiences and levels of leadership to inspire further action.
- Excellent customer service skills.
- Ability to interpret and apply collective bargaining agreements (CBAs) and labor relations guidance, including NLRB and California PERB requirements.
Preferred Qualifications
The ideal candidate for the position of Case Resolution Specialist has the following qualifications:
- Master’s degree in human resources, psychology, communications, law, industrial relations or another related field, or Juris Doctorate degree.
- Seven years’ of experience.
- Experience with iSight, Salesforce, CaseIQ, or other similar case management software or databases.
- Experience working with a variety of populations in a higher education institutional setting.
- Experience in, and awareness of, the sensitivity required when interacting with a community on trauma-related topics.
- Certification and/or experience with complex workplace investigations.
- Conflict resolution, alternative dispute resolution, or conflict management skills.
- Strong presentation and facilitation skills with an emphasis on education and training for a variety of constituencies.
- Demonstrated excellence in writing comprehensive investigative reports.
Please submit the following with your application:
Writing Sample (will be requested):
Candidates selected to move forward in the recruitment process will be required to submit a writing sample. Candidates may provide either a de-identified closure notice from a previous matter or a written response to the provided prompt.
The writing sample should be 1–2 pages, no more than 1,200 words, and formatted in 12-point font. Submissions may be redacted or fictionalized as needed to preserve confidentiality.
The annual base salary range for this position is $101,000 - $108,000. 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
Minimum Education: Bachelor's degree
Addtional Education Requirements Combined experience/education as substitute for minimum education
Minimum Experience: 5 years 4 years resolving workplace disputes, engaging in conflict resolution in a large, multi-faceted organization, conducting workplace investigations
Minimum Skills: Ability to gather, organize, and synthesize information, conduct analysis, document progress, and make recommendations for complex and sensitive issues. Ability to adhere and enforce complaint procedures and fundamental components of fair process standards. Knowledge of best practices used to investigate and resolve employee concerns or grievances including best practices as they relate to reducing bias during grievance resolution processes. Proven skill, sensitivity, and experience interacting with a variety of constituents and fostering a culture of belonging and engagement. Demonstrated written and oral communication skills; skill-building rapport in an open, friendly, and accepting way. Ability to present complex issues in a clear, concise, and visually appealing manner. Ability to communicate in writing and verbally for variety of audiences and levels of leadership to inspire further action. Excellent customer service skills.
Preferred Education: Master's degree In Human Resources Or Psychology Or Communication Or Law Or in related field(s) Or Juris Doctor (JD)
Preferred Experience: 7 years
Preferred Skills: Experience with iSight case management software or other, similar case management software or database. Experience working with a variety of populations in a higher education institutional setting. Experience in, and awareness of, the sensitivity required when interacting with a community on trauma-related topics. Certification and/or experience with complex workplace investigations. Conflict resolution, alternative dispute resolution, or conflict management skills. Strong presentation and facilitation skills with an emphasis on education and training for a variety of constituencies. Demonstrated excellence in writing comprehensive investigative reports.
USC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations, including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance, and with due consideration for patient and student safety. Please refer to the Background Screening Policy Appendix D for specific employment screen implications for the position for which you are applying.
We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at (213) 821-8100, or by email at uschr@usc.edu. Inquiries will be treated as confidential to the extent permitted by law.
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