Case Manager Associate

4 weeks ago

New York, New York, United States Elevate Full time
Job Title: Case Manager Associate - Grievance Resolution Specialist

At Elevate, we are seeking a highly motivated and detail-oriented Case Manager Associate to join our Advisory Americas team. As a key member of our team, you will play a critical role in supporting the development and growth of our grievance mechanism solutions and products.

Key Responsibilities:

  • Assess and guide Helpline operators to collect detailed case information, assess the nature and severity of the concerns, and provide appropriate guidance and support for escalation and resolution;
  • Facilitate timely and effective resolution of grievances and communicate clear outcomes to customers according to strict protocols;
  • Manage caseload on the customer relationship management (CRM) system, keeping records up to date and in line with protocols;
  • Coordinate with both internal and external stakeholders, including LRQA project managers, helpline operators, data analysts, and buyers/suppliers to ensure a collaborative and timely approach to case resolution;
  • Evaluate evidence and remediation actions submitted by supplier/buyer, guiding Helpline operators to take appropriate follow-up actions;
  • Ensure compliance with local laws through close collaboration with NGO partners, while also providing guidance to suppliers/buyers on international best practices;
  • Maintain accurate and up-to-date case records and documentation, adhering to confidentiality and data protection guidelines;
  • In partnership with the Data Manager and IT Specialist, identify opportunities for system and process improvement to enhance the grievance experience;
  • Stay up to date on relevant/applicable human and labor rights practices, policies, and regulations.

Key health & safety responsibilities:

Eliminate or minimise employee exposure to risks by regularly reviewing the health and safety risk register, applying appropriate controls, communicating results of risk assessments, and ensuring health and safety is considered in the planning and execution of all LRQA activities.

Manage your own, and your team's, compliance with health and safety rules, instructions, systems and legal requirements to ensure employees are suitably trained and adequate resources are available to work safely.

Technical / Professional Qualifications / Requirements:

  • Bachelor's or Master's degree in social work, human rights or a related field;
  • 2-5 years of relevant professional experience;
  • Detail-oriented and client-focused;
  • Strong problem-solving and analytical skills to address complex situations and identify appropriate solutions;
  • Takes initiative and is able to work autonomously;
  • Ability to handle sensitive and complex situations with professionalism and discretion;
  • Demonstration of successful collaboration with different parties and stakeholders;
  • Experience in handling complex social and workplace matters preferred;
  • Familiarity with labor rights and/or effective grievance mechanism preferred;
  • Near native / fluent, both spoken and written in: English (required), Spanish (required), Portuguese (preferred).

Our Values:

Expertise

We value our experience, specialist knowledge, and pioneering history within the industry. But we also never stop looking for ways to learn and improve in the future.

Integrity

We always do what's right, in the right way and continually measure our actions and their outcomes against rigorous criteria – both those of stakeholders and our own.

Ambition

We are industry leaders because we combine technology and innovation with the expertise of our people. We help our clients be the best they can be, by being the best we can be.

Vision

We support our clients in the present and prepare them for future success, by using our sharp understanding of social, environmental, technological, and commercial changes to work towards a safer, cleaner, more sustainable future.

Togetherness

We respect the unique skills, expertise and backgrounds of our people and the inclusive culture they create. We believe teamwork and collaboration – internally and with our clients – are the best way to achieve our mutual goals.

Equal Opportunity Employer

Elevate is committed to creating a diverse and inclusive workplace and is proud to be an Equal Opportunity Employer. All qualified applicants will be considered without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, veteran status, or any other status protected by local law. Personal data provided by applicants will be treated as confidential information and will be used exclusively for employment purposes only. Only short-listed candidates will be notified. Applicants who are not invited for an interview may consider their applications filed for future reference.

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