Complaints Officer

College of Licensed Practical Nurses of Alberta; Edmonton; Hybrid; CAD 70,000 - 85,000; Full time

Job summary

A healthcare regulatory organization in Edmonton is seeking a Complaints Officer to manage and resolve complaints regarding registrant conduct. The ideal candidate will have a nursing background, strong problem-solving skills, and at least two years of relevant education and experience. This full-time role offers a hybrid work option and requires regular office attendance. Applications are due by September 10, 2025.

Qualifications

• Minimum of two years clinical experience in nursing or a related health profession.
• Ability to work independently and as a team member.
• Strong understanding of administrative law and investigative procedures.

Responsibilities

• Analyze complaints for prioritization and manage communication with involved parties.
• Conduct interviews and gather evidence for investigations.
• Support the hearings process and witness preparation.

Skills

Nursing background

Diplomacy

Conflict resolution

Problem-solving

Strong customer service

Education

Two-year diploma in nursing or a related field

Professional nursing designation with active practice permit

Tools

MS Office

Job description

ABOUT THE CLPNA

The College of Licensed Practical Nurses of Alberta (CLPNA) is a non-profit regulatory organization. The CLPNA exists to protect Alberta healthcare users. Our first responsibility is to the public. We regulate the profession of Licensed Practical Nurses (LPNs), setting and maintaining standards to ensure the public receives safe, competent, and ethical healthcare services. Our focus and commitment to public protection and regulatory excellence underscores everything we do. The CLPNA has partnered with Alberta Health to lead the development and the continued operations of the Alberta Health Care Aide (HCA) Directory. In Alberta, HCAs are not a regulated profession, although HCAs will become regulated under the Health Professions Act in the future.

EMPLOYMENT TERM

This is a full-time, permanent appointment. The position is eligible for hybrid work, with a requirement to work in our Edmonton office on a regular weekly basis. We are currently hiring for three positions.

THE ROLE

Reporting to the Complaints Director, the Complaints Officer is part of a collaborative team responsible for administering and resolving formal complaints submitted to the CLPNA concerning registrant conduct. The Conduct Department plays a vital role in protecting public safety by ensuring concerns are addressed appropriately, while maintaining procedural fairness and adhering to due process. All activities are carried out within the framework of the Health Professions Act (HPA), along with applicable regulations, CLPNA Bylaws, standards of practice, Code of Ethics, and any other relevant legislation. This role contributes directly to CLPNA’s mandate by managing complaint files, facilitating resolution processes, and supporting investigations with professionalism, transparency, and integrity.

KEY RESPONSIBILITIES

• Complaints Management – Analyzes the risk, seriousness, and type of complaint for effective prioritization. Builds strong relationships with all interested parties, effectively communicating with the complainant and investigated member. Investigates and reviews completed reports to assess if the complaint constitutes unprofessional conduct and determines appropriate outcomes, writing clear, well-supported decisions aligned with regulatory standards and legal requirements. Works in collaboration with other members of the Conduct Department and the CLPNA’s legal team during the complaints process, dismissal review requests, and appeals.
• Investigations – Overseeing multiple investigations simultaneously, the Complaints Officer manages the interview process including scheduling and conducting interviews with the complainant, investigated member (and member’s representative), and witnesses; gathering required evidence/documents; and writing investigation reports with appropriate supporting documentation. Accountable for identifying the appropriate resolution for each investigation.
• Hearing Management – Refers matters to the Hearing Director as required and supports the hearings process, working in consultation with the Director of Professional Conduct. Reviews files; creates and finalizes allegations; reviews the Agreed Statement of Facts and Joint Submission of Penalty, working with the legal team and the registrant or registrant’s representative. Supports witness preparation, including expert witnesses, for those attending hearings (including those outside of Edmonton).
• Other Conduct Projects and Responsibilities – Works in collaboration with the Conduct Department for the development and review of conduct procedures and manuals and other organization projects. Participates in professional development such as workshops, conferences, and seminars.

SKILLS & ABILITIES

The Complaints Officer is a key member of the Conduct Department, bringing insight into trends and issues affecting LPNs, HCAs, and healthcare. Our ideal candidate thrives in a high paced environment while ensuring a high attention to detail. With a strong nursing background, diplomacy, conflict resolution, and problem-solving skills, our ideal candidate can recognize and manage confidential information as well as be flexible in managing multiple conflicting priorities. A commitment to strong customer service is essential, particularly in responding to sensitive complaints with professionalism, respect, and clarity.

With an ability to work well independently but also as a team member, our ideal candidate possesses a strong understanding of administrative law, the principles of natural justice, and investigative procedures, along with the ability to communicate complex information clearly. Strong organizational skills are necessary to manage a diverse caseload, and exceptional writing skills are essential for conveying complex regulatory concepts in clear, accessible language.

EXPERIENCE

• Minimum of a two-year diploma in nursing or a related field is required.
• Minimum of seven years varied clinical experience in nursing or as a related health professional is required. Experience working as, or with, LPNs and HCAs would be an asset.
• Professional nursing designation, or another related field, with active practice permit is required.
• Knowledge of practical nurse scope of practice and competence requirements is required.
• Experience in conducting interviews and/or investigations would be an asset.
• Experience working in a regulatory framework or in a quasi-judicial board/tribunal setting preferred.

OTHER QUALIFICATIONS

• Demonstrated PC/computer skills with solid understanding of MS Office.
• Must speak, read, and write English fluently.
• Ability to travel provincially and nationally.
• Satisfactory professional and criminal reference checks.
• Must be eligible to work in Canada.

FURTHER INFORMATION

For further information on this opportunity, please contact Human Resources at [e-mail].

APPLICATIONS

Applications will be accepted until end of day on September 10, 2025.

The CLPNA is an equal opportunity employer. We thank all applicants for their interest; only those applicants short-listed will be contacted.