Senior Specialist, Associate Relations

Welcome to Ross Stores, Inc., where our differences make us stronger… At Ross and dd’s, inclusion is a way of life. We care about our Associates and the communities we serve and we value their differences. We are committed to building diverse teams and an inclusive culture. We respect and celebrate the diversity of backgrounds, identities, and ideas of those who work and shop with us. Come join us as we continue our diversity, equality and inclusion journey!

GENERAL PURPOSE:

Mitigate risk for the company and drive engagement by managing timely responses to associate concerns raised through the open door channels. Execute prompt, timely, thorough, and proactive response to Alertlines, 3rd party charges, associate correspondence, social media, or any actionable trends identified through Case Management requiring on-site or remote investigative activity. Provide AR support for critical incidents such as suicidal associates and domestic violence. An active consultant and member of the Threat Response Team. Coach and counsel field/store management on managing associate relations issues as needed. Facilitate Key People Processes and Approachable Leadership training or conduct Climate Surveys in response to Associate Engagement results or requests from field leaders based on climate trends. Monitor, validate, and ensure compliance with internal HR policies and procedures and external local, state, and federal laws. Work with HR Services team and legal partners to provide documentation, reports, or investigative case files or records as needed.

ESSENTIAL FUNCTIONS:

Associate Relations-Investigations:

• Conduct on-site/remote investigations as assigned by the Associate Relations Case Manager identified through Case Management, Alertline, 3rd party channels, social media, associate correspondence, or other vehicles.

• Enter case notes and supporting documentation from investigations into Case Management system daily and in a timely/thorough manner.

• Work closely with HR Services team to ensure cross-functional sharing of activities and outcomes.

• Together with the support team, run reporting and provide related documents such as case management history, compliance sign-offs, etc., to assist in the response for 3rd party claims, agency/attorney charges. Conduct investigations as needed for further case closure.

• Respond on site as necessary to any crises working with the LP and 3rd party - Magellan.

• Conduct Domestic/Intimate Partner Interactives and follow established protocols.

• Respond to cases involving Suicidal Associates by following established protocols.

• Facilitate Approachable Leadership and Key People Processes intervention training for bottom-performing stores identified through the Associate Engagement Survey. Disseminate findings to appropriate business partners.

• Lead First Responder process.

• Monitor that stores are proactively executing a Pro-Associate culture.

• Advise on Corrective Action Guideline adherence and counsel Store Management on policy violation disciplinary action to ensure consistency.

• Interpret personnel policy. Assist Field Leadership in redirecting associates when necessary, formulating action plans with managers when potential associate problems are identified.

• Develop self by staying abreast of HR techniques and trends.
Compliance:

• Respond (within 48 business hours - 24 business hours for Harassment) to all case management, critical incidents, 3rd Party charges, or phone calls relating to Associate relations allegations.

• Meet established service level expectations, including expected case closure productivity and days to close goals.

• Final Pay and effective scheduling within guidelines.

• Recommend follow-up on appropriate disciplinary action for repeat compliance issues.

• Adhere to Travel guidelines.
Government Regulations:

• Work with legal to help support as needed in the research and documentation of any state or federal agency complaints and coordinate response with legal counsel.

• Stay abreast of regional, state, or federal AR-related legislation and changes that may affect company policy/procedure. Inform appropriate leaders; make recommendations for training and cascading information to the affected population.

• Conduct or follow up on ADA regulations and Interactives as necessary to ensure we remain compliant.
Training:

• Conduct training workshops and seminars as needed.
Analysis/Research:

• Recommend human resource policy and procedural changes to the supervisor in response to changing needs or trends.

• Assess needs regarding training, benefits, wages, labor, and associate relations and communicate recommendations to business partners.

• Initiate analysis/reports / statistical data as part of the investigation process and use this data to support findings and identify trends.
Liaison to Corporate Office/Field:

• Guide Field Leadership as needed in implementing and communicating personnel, compensation, and benefit policies and procedures.

• Act as liaison between business units (corporate, stores, DCs) for training, benefits, labor, and associate relations needs.
Special projects and other duties as assigned.

COMPETENCIES:

Manages Complexity Manages Ambiguity
Collaboration Manages Conflict
Leading by Example Ensures Accountability and Execution
Communicates Effectively Plans, Aligns, and Prioritizes

QUALIFICATIONS AND SPECIAL SKILLS REQUIRED:

• 3-5 years multi-unit retail HR or similar Associate Relations Call Center/Shared Services experience preferred

• Wicklander or related Investigations Training preferred

• Knowledge of NLRB related issues is a plus

• Degree(s) in Business Administration, Organization Development, Human Resources or other related field preferred

• Excellent interpersonal, presentation, facilitation, analytical, organizational, and communications skills required

• Working knowledge of PowerPoint, Excel, Word, and Outlook

PHYSICAL REQUIREMENTS/ADA:

• Requirements: Consistent timeliness and regular attendance. Job requires ability to work in an office environment, primarily on a computer. The job also requires sitting, standing, walking, talking on the telephone, attending in-person meetings, typing, and working with paper/files, etc.

• This position may be performed remotely anywhere within the United States except the State of Colorado.

• Occasional Requirements: Job occasionally requires bending, kneeling, reaching, and lifting up to 10 pounds.

• May also require occasional 10-15% short notice driving and/or traveling overnight for business functions or site visits.

• Vision requirements: Ability to see information in print and/or electronically.

• This position may be performed remotely anywhere within the United States except the State of Colorado.

SUPERVISORY RESPONSIBILITIES:

None

DISCLAIMER:

This position description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management's discretion.

Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities and experience. We believe that it is an essential part of the Company's overall commitment to attract, hire and develop a strong, talented and diverse workforce. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.