Complaint Intake Manager

6 months ago

Burnaby, Canada Engineers and Geoscientists BC Full time

**Engineers and Geoscientists British Columbia** is currently searching for a **Complaint Intake Manager** to join our team in Burnaby

The Complaint Intake Manager responds to and delegates all inquiries related to complaints against registrants submitted to the Legislation, Ethics and Compliance Department. This includes managing the intake and processing of complaints, assessing the evidence provided as part of the complaint, gathering further evidence as required, and making recommendations for complaint files based on analysis of the information and evidence gathered during the intake phase. This role is responsible for managing the Complaint Intake Officers and directing the work of the department's Legal Administrative Assistant as it relates to the intake of complaint files.

Our organization - one of BC's Top Employers - offers a competitive salary, comprehensive and generous benefits, an inclusive culture, and a hybrid work environment. Full details on our compensation and benefits value offering can be found below.

**WHAT YOU WILL BE DOING**
- Receives intake files consisting of complaints/concerns from the public and registrants and determines next steps; prepares or delegates the work appropriately. Guides the Complaint Intake Team on proactive files and supervises staff working on the intake of complaints.
- Reviews complaint files in detail; triages as appropriate. Identifies and gathers information and evidence, including telephone/video call communications with complainants and respondents, reviewing technical reports and any other evidence obtained to develop a thorough understanding of the issue and allegations.
- Identifies when expert opinions are required at the intake phase and supports the experts in the drafting of their reports. Assists the Associate Director, Investigation and Discipline with the budgetary requirements associated with the intake expert opinions.
- Responsible for meeting required timelines within the intake phase of the complaint process and ensuring proactive updates are provided to involved parties. The Complaint Intake Manager works with the Associate Director, Investigation and Discipline to reduce timeframes wherever possible.
- Prepares reports to the Registrar or the Investigation Committee recommending that an investigation either be authorized or declined and prepares adequate reasons in writing to justify such recommendations. Presents intake files to the Investigation Committee and will answer any specific questions the Investigation Committee may have in relation to a given file.
- Assists in corresponding to complainants and registrants at all points in the intake phase including post-closure of a file as required.
- Maintains the complaint database with respect to the complaints’ intake phase; tracks and reports on complaint timelines and trends. Assists the Associate Director, Investigation and Discipline, with statistics reports and improving the trackable data.
- Provides leadership to direct reports with accountability for hiring, training, and coaching; conducts all aspects of performance management including making recommendations for training and development.
- Other duties as assigned by management.

**WHAT YOU BRING TO THE TABLE**

The successful applicant will possess the following:

- Bachelor's degree is required.
- 5-7 years experience working in a professional regulatory body, legal department, law firm, or equivalent.
- 3-5 years experience conducting intake or investigations of complex files within a regulatory or legal environment.
- 3+ years management experience or equivalent experience supervising staff, teams or projects
- Knowledge of engineering or geoscience is an asset but not required.
- Ability to uphold confidentiality and manage sensitive situations. Familiarity with privacy regulation and legislation is an asset.
- Ability to lead a team and provide guidance and mentorship to junior team members.

**WHAT'S IN IT FOR YOU**

Each member of our team contributes to public safety in BC and helps us deliver on our vision of "modern regulation for a resilient world." We serve the public as an inclusive, progressive, and future-focused regulator. Our Strategic Plan also places priority on our role to advance climate action, foster equity, diversity and inclusion, and move towards reconciliation with Indigenous peoples. At Engineers and Geoscientists BC, we are committed to demonstrating our values of collaboration, excellence, integrity, and innovation.

**WHO WE ARE**

Engineers and Geoscientists BC is proud to be recognized as one of BC's Top Employers.

Engineers and Geoscientists British Columbia is the business name of the Association of Professional Engineers and Geoscientists of the Province of British Columbia. We regulate and govern these professions under the authority of the Professional Governance Act.

We are charged with protecting the public interest by setting and maintaining high academic, experience, and pr

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