Posting 25-46 Bilingual Intake Coordinator, Investigations and Professional Conduct Administration Investigations and Professional Conduct Department Limited term appointment – up to 12 months

Category 11 - Hiring range – $74,005 - $80,055

Existing Vacancy – One position

As the first point of contact for the Investigations and Professional Conduct department, the Bilingual Intake Coordinator receives a high volume of telephone or email inquiries about the complaints process and the College’s Therapy and Counselling Funding program, in English and French. The role also involves the initial assessment and triaging of complaints from members of the public, employer reports, criminal matters, and any other concerns brought to the attention to the College involving its members.

Responsibilities Complaint Service Triage

• Document and address incoming concerns from members of the public, members of the Ontario College of Teachers, employers (ie. school boards) or the media
• Triage concerns and make recommendations for further investigation or redirection of complainants to schools and employers
• Advise, assist, and inform callers on the process of submitting a complaint with reference to the provisions of the Ontario College of Teachers Act.

Responding to Inquiries and Providing Information

• Respond to requests from members of the public for information regarding College jurisdiction, the public register, professional misconduct and the College’s Therapy and Counselling Funding Program.
• Counsel superintendents and other staff from school boards, independent schools, and First Nations schools on statutory reporting requirements
• Respond to queries from former members seeking information regarding reinstatement/reapplication process.
• Respond to queries from other organizations, such as police, CAS, and peer regulators.
• Share and receive information from other College departments on case files.

Document Management, Risk Analysis

• Track pending Intake cases and request further information and other documents from employers and other external parties when necessary.
• Extract relevant information from submissions from employers, complainants, and agencies to form recommendations.
• Thoroughly review all investigation notes, witness interviews, employer policies, and any other information provided as part of reports and complaints.
• Perform initial risk assessment using internal assessment tools.
• Draft recommendations to be reviewed by the Senior Intake Officer and Intake Manager,
• Prepare and send correspondence regarding criminal case files to courts requesting documentation.
• Log details and track progression of file.
• Inform complainant and, if necessary, respondent of the recommendation via written correspondence or by telephone.
• Receive calls and respond to email messages sent to the Unit and create or update electronic files.
• Maintain up-to-date records and for internal review and follow-up.
• Create case files and ensure timely data entry and proper documentation in College case management software.

Reporting and Analysis

• Categorize Intake files to enable robust statistical analysis and monitoring of trends.
• Flag exceptionally serious or sensitive complaints.

Therapy and Counselling Funding Program and Administrative Support

• Prepare correspondence in response to incoming concerns and requests.
• Assist with processing applications for the College’s Therapy and Counselling Funding Program (“T&C”) by assessing applications for eligibility and drafting a recommendations
• Provide guidance to eligible T&C program participants on claims process
• Assist T&C service providers with direct billing option
• Perform other duties as assigned by the Director, Manager, and senior Intake staff.

Qualifications, Skills & Experience

• 1-2 years of legal and/or regulatory experience, or an equivalent combination of education (e.g., post-secondary education) and experience.
• Membership with Ontario College of Teachers is an asset
• Bilingual oral, written and comprehension proficiency (English/French). All tasks for this position may need to be done in either official language.
• Ability to analyze and interpret policies, procedures, and relevant legislation to make recommendations and reports
• Stakeholder Management Skills/Customer Service Management to engage with stakeholders with tact and diplomacy regarding sensitive and confidential information
• Database/Portal Management skills to manage active file caseload and Therapy and Counselling Funding Program administration
• Advanced organizational skills to manage high caseload and meet tight operational timelines
• Attention to detail to ensure that College’s public protection mandate is ensured when addressing matters
• Ability to exercise discretion and maintain confidentiality
• Team collaboration and interdepartmental coordination to ensure files progress smoothly,
• Interpersonal skills to navigate sensitive or challenging interactions with members of the public and other stakeholders
• Proficiency in email correspondence and other methods of electronic communication
• Computer proficiency: Ability to learn and use a variety of software applications including Microsoft Office Suite, Adobe, Sharefile, Zoom, Teams, Proofpoint and proprietary databases

To apply, please submit your cover letter and resume through our application portal no later than 1 January 2026. We use Artificial Intelligence (AI) screening to sort applications. Trained staff review applications before decisions are made.

The Ontario College of Teachers offers competitive salaries, pension, comprehensive benefits and a modern, progressive work environment. This position operates with a mix of remote and in-office workdays.

Ontario College of Teachers is an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes and work environment. We will accommodate the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. Please advise the Human Resources Department to ensure your accessibility needs are accommodated throughout this process. Information received relating to accommodation measures will be addressed confidentially.