Indigenous Pathways Development Lead, Complaints

4 weeks ago

Vancouver, Canada CPSBC Careers Full time

Full-time, contract (two years)
Position summary
The College acknowledges that British Columbia is home to incredibly diverse populations of First Nations, Inuit and Métis communities, and embraces the opportunity to learn from the many Nations, communities, and leaders in the province to deliver more culturally safe and accessible health-care services and ensure that its organizational policies and processes are aligned with principles of cultural safety for Indigenous Peoples.
The Indigenous pathways development lead (IPDL) works within the complaints and practice investigations (CPI) team and reports to the deputy registrar, complaints and practice investigations. The individual collaborates with other members of the team, other departments and external partners to execute on the specific recommendations of the College’s external review of the complaints process and other reports such as In Plain Sight and Health Quality BC’s report, Sharing Concerns: Principles to Guiding the Development of an Indigenous Patient Feedback Process.
The role will lead the transformation of the College’s complaint process to one that embeds Indigenous ways of being, knowing, and doing and reflects cultural safety, cultural humility and anti-racism principles.
This position is intended for an Indigenous person, with ties to Indigenous communities where possible.
Duties and responsibilities

**Duties include but are not limited to the following**:

- facilitate the implementation, including change management, of the specific recommendations of the College’s external review, conducted by the Castlemain Group, including new processes within the complaints department and working collaboratively with other College teams impacted or required for process change.
- lead the development and implementation of alternative options for submitting concerns, including a “soft complaints” process and in-person options for sharing patient experiences. A “soft complaint” process is defined as one that allows a patient, family member or community to share their experiences one time, without having to engage in a formal or long-term process.
- assist with the formalization of partnerships between the College and First Nations Health Authority, Métis Nation BC and other Indigenous health organizations to include data sharing and engagement to ensure the development and implementation of culturally safe complaints processes.
- consult with the College’s communications and public affairs department leadership team to:

- identify opportunities to update the College website to ensure information about the complaints process is communicated safely and is accessible to Indigenous Peoples.
- ensure that information on other complaint processes, outside of the College’s jurisdiction, is readily available and when possible provided with a warm handover.
- consider other communication channels and opportunities, beyond the College website, to inform Indigenous Peoples of the College’s complaints process.
- provide information on Indigenous demographic data related to complaints and a means of truth telling for the College’s Annual Report.
- conduct a review of all communication materials related to complaints starting from the initial contact and requests for information, through to Inquiry Committee review or alternative resolution processes. At the completion of the review, facilitate the revision of documents with a lens to language that is more compassionate and sensitive to complainant’s experiences.
- collaborate with the department leadership team and complaint navigators, to cultivate a culturally safe environment for Indigenous complainants to interact with College staff by facilitating a seamless support and complaints navigation system at all stages of contact and investigation.
- work within the current legislation, but with an eye towards the newly enacted Health Professions and Occupations Act, look to implement alternative dispute resolution options including restorative justice and healing practices involving patients, families, communities and registrants.
- support the intake team by providing advice, guidance and sharing knowledge and appropriate support resources when the team engages with Indigenous complainants.
- support the investigative team in conducting culturally safe investigations with Indigenous complainants.
- support the Inquiry Committee by providing orientation, training and reflection on Indigenous ways of being, knowing, and doing and cultural safety, cultural humility and anti-racism principles.
- work in collaboration with the director, records, information and privacy, supports the development of data collection and sharing of information practices to ensure integration of the Anti-Racism Data Act and other reporting requirements.
- develop a department training program (for staff and contractors) on culturally safe restorative resolution and remediation, alternate decision pathways, and

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