Manager, Intake and Complaints

The Royal College of Dental Surgeons of Ontario (RCDSO) is a leader in health care regulation. As the governing body for more than 11,000 dentists in Ontario, our mission is to act in the public interest by putting patients first. We are committed to transparency, accessibility, openness, and fairness in all our work.

Bring your excellent leadership and analytical skills to our team as a Manager, Intake and Complaints in the College’s Professional Conduct and Regulatory Affairs (PCRA) department.

The PCRA department responds to inquiries from the public about dental concerns, investigates the conduct of dentists, provides support to the College’s Inquiries, Complaints and Reports Committee (ICRC), Discipline Committee and Fitness to Practise Committee in their decision-making roles, and enforces committee decisions.
You will oversee the intake of all inquiries, complaints and reports regarding the conduct, competence or capacity of dentists registered with the College. You will be responsible for analyzing and classifying complaints, leading a team that investigates complaints about dentists while overseeing the day-to-day operations of such investigations. In collaboration with the investigations Managers, you will be responsible for the management of procedures, metrics and objectives. You will oversee the College’s Resolution Program.
You are a highly driven, results-oriented leader responsible for inspiring, motivating and developing staff to support the College’s risk-based investigative approach. As a key member of the PCRA leadership team, you will contribute to department-wide policy development, strategic planning and continuous quality improvement initiatives.

What can I expect to do in this role?

**Reporting to the Director of PCRA, you will**:

- Lead a team of complaints associates, administrators and administrative assistants (8 direct), with responsibility for training, guidance, coaching, development, and performance management of the team
- Analyse complaints using RCDSO’s risk assessment tools and framework to identify appropriate next steps
- Oversee the intake of all inquiries, complaints and reports to the Registrar regarding the conduct or actions of dentists
- Ensure that complaints are investigated effectively and efficiently in accordance with legislative requirements and departmental policies and procedures
- Advise the Director, PCRA and Registrar on dentist/file specific issues
- Respond to requests for information regarding the complaints process
- Prepare materials on behalf of the Registrar for consideration by College committees
- Work with PCRA Leadership and staff to achieve strategic objectives/targets/key performance indicators and review business processes
- Prepare statistical reports for the Director, PCRA, and analyze data to identify trends and areas for improvement
- Actively promote a culture of collaboration, teamwork and continuous quality improvement
- Monitor and evaluate staffing requirements and makes recommendations to the Director
- Oversee the maintenance of the Intake tracking system, including spreadsheets, statistical information and reports
- Manage and coordinate assigned projects
- Keep current about regulatory/investigatory trends and risks
- Participate in College-wide activities and initiatives as required
- Represent the College externally as required

What skills and background do I need?

**The Manager, Intakes and Complaints requires**:

- Post-secondary degree and/or equivalent combination of relevant education and experience
- 5+ years’ experience in an investigatory setting; experience in a leadership role is preferred
- Demonstrated experience leading a team, with excellent team building and interpersonal skills and high emotional intelligence
- Ability to inspire and motivate others and promote collaboration and teamwork, including assessing training, development needs and performance management
- Experience in program planning, strategic planning, target setting, and metric/key performance indicator (KPI) development within a team that deals with a high volume of matters with tight timelines for resolution and investigation
- Modeling strategic and creative thinking, flexibility, while embracing and championing change within a risk-based approach to investigations and resolutions
- Self-motivated and self-directed with superior organizational skills and ability to multi-task
- Excellent oral and written communication
- Ability to manage a high volume of work, meet tight timelines, and perform well under pressure
- Sound judgment, professionalism, discretion and ability to maintain confidentiality
- Facility in reading and understanding legislation and legal documents
- Excellent presentation skills
- Reliance on best-practices, data, research and/or evidence in making informed decisions
- In-depth knowledge of Regulated Health Professions Act and relevant legislation
- Demonstrated experience as an investigator is a stron