Care and Complaint Officer
Gefunden in: Talent CH C2 - vor 1 Woche
Job description
As member of D-ARCH’s network of first responders (trained confidence persons) you will take an active role in providing advice and support to D-ARCH members at all levels, mediating in difficult situations and conflicts, taking informal actions, conducting de-escalation talks and supporting clarification processes with one person or a group of people, keeping track and following up.
As D-ARCH’s expert for topics of diversity, equity, inclusion with experience in care and complaint work, you will take a leading role within the network of first responders. You will coordinate, facilitate and, if required, backup their work. You will be responsible for recruitment and first-level training of the future first responders coming from the different university groups interested in entering the role of first responders.
As D-ARCH’s link to the ETH Diversity and Collaboration team, you will initiate or collaborate in projects aiming to strengthen department’s culture of diversity, equity and inclusion, and to continuously develop our care and complaint processes. In this respect, you will also be responsible for identifying target group-specific training and learning needs in the department, contributing to the overall improvement of ETH training offers.
In the course of your work, you will:
collect and analyse meta-data on anonymized complaint cases, develop concepts for and implement monitoring/survey and reporting tools providing foundations for a better understanding of the overall situation at the department with regard to diversity and inclusion, conflict management, integrity and respect regularly report to and advise the Executive Board (DL) and the Parity and Diversity Commission (PDK) lead the process of periodical reviews and updates of the D-ARCH Code of Conduct
Your profile
You have a university degree, and knowledge and experience with questions related to diversity, equity and inclusion in organizations You have completed mediation training recognized by professional associations, with a focus on workplace mediation / mediation in organizations You have deepened your knowledge and skills through relevant further training, e.g. online mediation, supervision, facilitation, large group processes or similar You have sound counseling experience. Your professional approach is based on an impartial approach and respect for the problem-solving skills of the person seeking advice Your strong social and communication skills, your integrity and ability to work in a team allow you to collaborate at all levels and in the intercultural contexts of the organization Self-reflection, qualified professional exchange and learning are natural cornerstones of your understanding of quality assurance Your demeanor conveys competence and is at the same time calm and reserved You are business fluent in German and EnglishIdeally, you have experience of working in large organizations, in a university environment and in project management.
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