Complaint Navigator, Complaints and Practice Investigations

CPSBC Careers; Vancouver; Sur place; CAD 87 000 - 109 000; Plein temps

Résumé du poste

CPSBC Careers is seeking a Complaint Navigator to guide complainants through the College of Physicians and Surgeons of BC complaint and investigation process. Reporting to intake manager and working with other department managers, you provide clear, respectful, accessible guidance at every step.

The role emphasizes trauma-informed practice, Indigenous cultural safety, and strong communication. You will track inquiries, support complainants, coordinate with investigators, and help maintain

Qualifications

• Master's degree in social work and trauma-informed care certification or equivalent registration
• Minimum of five years of clinical experience in health-care
• Experience in mental health, trauma-informed practice and Indigenous cultural safety
• Experience with Indigenous communities or marginalized populations
• Must hold practising registration in good standing with BC regulatory college
• Knowledge of Health Care Consent Act and other privacy/regulatory acts
• Excellent interpersonal and written communication skills; able to work cross-functional

Responsabilités

• Manage public inquiries to CPSBC and explain the complaint process
• Track inquiries, triage urgent issues, and escalate as needed
• Provide complainant support, including translation coordination when required
• Document all interactions and maintain board-related communications
• Collaborate with investigators and file reviewers to obtain information
• Support complainants through decisions and potential reviews with sensitivity

Connaissances

Trauma-informed care

Indigenous cultural safety

Interpersonal skills

Communication skills

Microsoft Office Suite

Database literacy

Independent decision making

Formation

Master's degree in social work

Registered Psychiatric Nurse

Outils

Regulatory databases

Microsoft Office Suite

Description du poste

Full-time, permanent

Position summary

Reporting to the intake manager, complaints and practice investigations, and working closely with the other department managers, the complaint navigator is responsible for providing subject matter expertise and support as complainants navigate the College of Physicians and Surgeons of BC (CPSBC) complaints and investigation process. The complaint navigator ensures that complainants receive clear, respectful, and accessible guidance through each step of the process.

Duties and responsibilities

Duties include but are not limited to the following:

Manage public inquiries to CPSBC

• address concerns/issues raised by potential complainants and their parents, guardians or advocates by way of phone calls and/or correspondence regarding the complaint process
• advise the public of CPSBC's standards and guidelines as requested, and provide clarification and interpretation as needed, based on the caller's level of understanding
• provide a thorough explanation of CPSBC's complaint process, including the consent requirements for third-party complaints and disclosure of complaint information
• identify and discuss with complainants the potential breaches of professional standards, considering CPSBC's practice standards and professional guidelines, the Canadian Medical Association Code of Ethics and Professionalism, and the Health Professions and Occupations Act
• recognize and respond to the emotional state of the callers and interact in a sensitive manner
• communicate in a manner that is both supportive and helpful but neutral and realistic in terms of potential outcomes
• communicate the role of CPSBC, clearly explaining the jurisdiction related to investigation of complaints
• maintain contact with complainants where appropriate, to ensure support is being maintained and keep complainants updated on the status of their complaint as required
• ensure that complainants, who have experienced Indigenous specific racism or discrimination, are afforded an opportunity to provide their concerns in a culturally safe way using relational values of acknowledgement, respect and gratitude

• explain to complainants, when appropriate, how to apply for access to CPSBC's support programs and/or how to apply for an identity protection order
• track and triage incoming inquiries, prioritizing time-sensitive matters and escalating urgent issues to leadership as appropriate

Complainant support

• provide support to complainants, identified by department managers, who may benefit from additional support throughout the complaint process (e.g. loss of family member, living with a neurodevelopmental and/or mental health symptom that influences their awareness of and participation in the complaint process)
• assist the complainant in communicating their concerns which may include collaborating with translators, interpreters, parents, guardians or advocates
• document all discussions with the complainant, including those regarding CPSBC's jurisdiction, complainant participation in the process, and potential outcomes
• assist the Investigation Committee, investigators and allocated file reviewers in obtaining information from the complainant as required
• when requested, communicate with complainants following the decision to ensure understanding of the decision and the process of filing a review with the Health Professions Review Board (HPRB)
• when requested, provide support to complainants and licensees during the complaint process by facilitating communication, exploring resolution options, and supporting appropriate outcomes through appropriate dispute resolution
• 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

• ensure the investigators and others involved in the management of the complaint file understand the complainant’s perspective and needs
• work with the director and intake manager to improve processes based on feedback provided by complainants
• maintain knowledge of CPSBC's standards and guidelines on an ongoing basis

Other responsibilities

• actively participate in continuous quality initiatives
• participate on internal committees as appropriate
• other duties as determined by the director or intake manager

Skills and qualifications

Required skills and qualifications include:

• master's degree in social work including successful training and certification in accepted models of trauma-informed care (i.e. cognitive behavioural therapy, eye-movement desensitization and reprocessing therapy, dialectical behavioural therapy) or registered psychiatric nurse with experience working in a high acuity setting (e.g. emergency, crisis/sexual assault team) and trauma-informed care
• minimum of five years of clinical experience in a health-care environment
• experience in mental health, trauma-informed practice and Indigenous cultural safety is mandatory
• experience working with Indigenous communities or marginalized populations is required
• 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, Mental Health Act, Health Professions and Occupations Act, Freedom of Information and Protection of Privacy Act, and Personal Information Protection Act
• experience in the application of regulatory practices, legislation related to regulation, and professional and practice standards is an asset

• excellent interpersonal skills and a demonstrated ability to work with a wide range of people with cultural awareness and sensitivity
• able to deal with people sensitively, tactfully, diplomatically, and professionally

• advanced conflict management and client support skills including facilitation, coaching and education, knowledge and ability to apply privacy and confidentiality principles
• ability to make decisions independently and collaborate with internal staff and a variety of external partners
• excellent oral and written communications skills and the ability to communicate effectively with individuals at all levels of the organization
• ability to work in Microsoft suite of services and to rapidly learn and engage with databases
• open to giving and receiving feedback across the organization

The compensation range for this position is $87,392 to $109,240 per year.