Investigator, Complaints and Practice Investigations

CPSBC Careers; Vancouver; On-site; CAD 73,000 - 91,000; Full time

Job summary

CPSBC Careers in Vancouver seeks a dedicated Investigator to support investigations under the Health Professions and Occupations Act. You will work with case administrators and department managers on clinical and conduct complaints triaged to the registrar and/or Investigation Committee.

Five years of investigative experience in a legal environment, trauma-informed interview skills, and knowledge of CPSBC standards are preferred.

Qualifications

• Five years of work experience in an investigative capacity within a legal environment, preferably in a self-regulatory or administrative law setting.
• Knowledge of CPSBC’s practice standards and relevant legislation (HPOA, BC Family Law Act, Health Care Act) related to CPSBC complaints.
• Experience in trauma-informed interviews and investigations.
• Experience with decision writing and familiarity with legal/medical terminology.
• Strong administrative law principles and procedural fairness understanding.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office and some database usage.
• Strong critical thinking, analytical and problem-solving abilities.
• Ability to work independently and as part of a team while maintaining confidentiality.

Responsibilities

• Create investigative plans for cases triaged to the Investigation Committee and update plans as new information arrives.
• Review responses and documents; guide case administrators on next steps.
• Ensure investigation files are complete and organized before disposition.
• Review licensee files for prior complaints to identify patterns.
• Contact potential complaint parties for pertinent information when appropriate.
• Determine if interviews are needed and coordinate them as needed.
• Document all complaint party contact and correspondence in files.
• Support decision writers and medical reviewers with drafts and inquiries.
• Collaborate with managers to process files efficiently.
• Draft final investigation reports ahead of Committee review and adjudication.
• Prepare correspondence, submissions, and memorandums per CPSBC procedures.
• Assist in developing policies and work standards to improve consistency and efficiency.
• Schedule and facilitate case conferences requiring leadership input.
• Undertake other duties as assigned by management.

Skills

Investigative experience

Legal environment knowledge

Trauma-informed interviewing

Decision writing

Administrative law principles

Verbal and written communication

Analytical thinking

Teamwork

Initiative

Education

Bachelor's degree (relevant field)

Tools

Microsoft Office

Database management

Job description

Full-time, permanent

Position summary

Reporting to the manager, practice investigations, the investigator works collaboratively with case administrators and department managers on the investigation of both clinical and conduct complaint matters triaged to the registrar and/or Investigation Committee under the Health Professions and Occupations Act (HPOA).

Duties and responsibilities

Duties include but are not limited to the following:

• for matters triaged to the Investigation Committee, create an investigative plan to assist the case administrators throughout the complaint process and update the plan as new information is received
• review responses and other documents that have been received during an investigation and provide direction to case administrators on the next steps in the process
• ensure that investigation files are complete and organized prior to being assigned to a decision writer or medical reviewer for a disposition
• review licensee files for prior complaint matters, using critical thinking and analysis to establish any patterns of behaviour
• contact and, where appropriate, obtain pertinent information from potential non-licensee complaint parties, including office staff, nurses, and patient family members
• identify cases where interviews may be appropriate to clarify allegations or better understand an individual’s experience during an interaction(s) with a licensee
  • depending on the nature of the allegation, conduct the interview or coordinate the interview with investigations team
• appropriately document complaint party contact and correspondence in complaint files
• provide support and respond to inquiries from decision writers and medical reviewers, responsible for drafting reports of the registrar or final investigation reports
• work collaboratively with the department managers and other staff to ensure that complaint files are processed in an effective and efficient manner
• depending on the allegations, draft the final investigation reports in advance of the Investigation Committee’s review and adjudication of the matter
• draft correspondence, submissions, memorandums and other documents in accordance with College of Physicians and Surgeons of BC (CPSBC) procedures and standard investigative procedures
• assist with the development and implementation of policies, procedures and work standards to achieve and enhance consistency/efficiency
• schedule and facilitate case conferences for files where legal or department leadership input is needed
• perform such other duties, functions, and responsibilities as assigned by the manager, practice investigations, director or deputy registrar

Skills and qualifications

Required skills and qualifications include:

• five years of work experience in an investigative capacity within a legal environment, preferably in a self-regulatory or an administrative law environment
• knowledge and understanding of CPSBC’s practice standards and professional guidelines, the Health Professions and Occupations Act, BC Family Law Act, BC Health Care (Consent) and Care Facility (Admission) Act and other legislation related to the adjudication of CPSBC complaint matters
• education and experience in trauma-informed interviews and investigations
• experience with decision writing and familiarity with legal and medical terminology
• working knowledge of administrative law principles and procedural fairness
• excellent verbal and written communication skills
• facility with the Microsoft Office suite and some experience with database use
• critical thinking, analytical and problem-solving abilities
• ability to take direction, and work both independently and as a team member
• professional demeanour while communicating with internal and external parties
• demonstrated high level of initiative
• ability to demonstrate strong work ethic and initiative in a team environment
• ability to exercise good judgment in recognizing scope of authority and protecting confidential information

The compensation range for this position is $72,827 to $91,034 per year.