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Complaint Navigator

2 weeks ago

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

**Job No**:
**CPSBC447**
***

**Location**:
**Vancouver, BC**
***:
***:
**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**:
The College of Physicians and Surgeons of British Columbia has been recognized as one of BC’s top employers since 2011 and one of Canada’s top 100 employers since 2014. Our goal is to attract, develop and retain highly talented employees. We offer an excellent working environment including a hybrid work-from-home/in-office model, opportunities for personal and professional growth, and a comprehensive benefits package.

**How To Apply**

Please read through all of the questions; you may wish to prepare your responses in a Word document before you start filling out the fields below.

**Note**: You must submit your resume online. Ensure you have your resume ready to attach.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.

The College welcomes all applicants and is dedicated to promoting a diverse, equitable and inclusive environment.