Complaint Navigator

3 weeks ago

Vancouver, Canada College of Physicians and Surgeons of British Columbia Full time

**Job No**:
**CPSBC452**
***

**Location**:
**Vancouver, BC**
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**DUTIES AND RESPONSIBILITIES**:
Duties include but are not limited to the following:
**Manage public inquiries to the College**
- address concerns/issues raised by potential complainants and their guardians, or authorized representatives by way of phone calls and/or correspondence regarding the complaint process
- based on the caller’s level of understanding, advise members of the public of the College’s standards and guidelines, and provide clarification and interpretation as needed
- provide a thorough explanation of the College’s complaint process, including the consent requirements for third-party complaints; including parents, guardians or caregivers of children and youth and how this impacts the disclosure of complaint information. Communicate the role of the College during an investigation; clearly explaining its jurisdiction and mandate
- identify and discuss with complainants the potential breaches of professional standards, considering the College’s practice standards and professional guidelines, the Canadian Medical Association _Code of Ethics_ _and Professionalism_, the _Health Professions Act, _and other related provincial legislation _(_g._ Infants Act, Family Law Act)_
- when members of the public engage the College, use active listening and empathy to foster supportive communication
- communicate in a manner that is understanding, helpful, and realistic in terms of potential outcomes, while maintaining the College’s position as a neutral third party
- maintain contact with complainants where appropriate, to ensure they are supported longitudinally throughout the process

**Complaint intake and review**
- collaborate with administrative assistants and other navigators on the initial review of all new complaints and triage based on allegations and relevant history

**Complainant support**
- provide culturally safe support to complainants, identified by program managers, who may benefit from additional engagement throughout the complaint process (e.g. children/youth and their parents or guardians)
- assist the complainant in communicating their concerns which may include collaborating with translators, interpreters, parents, guardians, or authorized representatives
- document all discussions with the complainant, including those regarding the College’s jurisdiction, complainant participation in the process, and potential outcomes
- attend investigative interviews and hearings with the complainant as appropriate
- assist the complainant in understanding the decision of the committee or registrar and the role of the Health Professions Review Board (HPRB)
- maintain awareness of resources available to complainants in the community and provide information as appropriate
- maintain awareness of potential outcomes of investigation of various types of complaints and committee’s decisions

**Work collaboratively with other team members**
- assist the Inquiry Committee and other team members in obtaining information from the complainant or other complaint party
- work with the department’s leadership team to improve processes based on feedback provided by complainants or other complaint parties (e.g. registrants)
- maintain knowledge of College’s standards and guidelines

**Other responsibilities**
- engage with other provincial and community-based organizations to provide education on the complaint process and to facilitate the submission of complaints in a culturally respectful and safe manner
- assist in communication and collaboration with child/youth/family organizations and agencies as needed, including the Office of the Representative for Children and Youth and the Provincial Ombudspersons Office.
- actively participate in continuous quality initiatives
- participate on internal committees as appropriate
- other duties as determined by the department leadership team

**SKILLS AND QUALIFICATIONS**:
Required skills and qualifications include:

- Master’s degree in social work or registered psychiatric nurse (RPN) or registered nurse (RN) with relevant training or experience working with children and youth
- Diploma in Child and Youth Care an asset
- minimum of five years of clinical experience in a health-care environment
- experience in mental health, trauma-informed practice and youth work are mandatory
- experience working with clients across the age spectrum (i.e., children/youth, adults, seniors) and people who may be living with neurodevelopmental conditions (i.e., learning disabilities, communication disorders, neurodiversity)
- experience and education in mediation and early dispute resolution an asset
- must hold practising registration in good standing with appropriate regulatory college in BC
- knowledge of appropriate legislation such as Health Care Consent Act, Child, Family and Community Services Act, Health Professions Act, Freedom of Information and Protection of Privacy Act, Personal Inform

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