Director, Intake & Investigations

Organization:
BC College of Nurses & Midwives
Who We AreThe British Columbia College of Nurses & Midwives (“BCCNM”) is the college empowered under the Health Professions and Occupations Act to regulate the practice of all licensed practical nurses, nurse practitioners, registered midwives, registered nurses, and registered psychiatric nurses in British Columbia. Regulation helps to protect the public by ensuring that professional care or service received by the public is competent, ethical, and meets the standards that society views as acceptable.
As western Canada’s largest health profession regulator, we believe a diverse and inclusive team enriches our efforts to protect the public. We welcome applications from all who reflect of the communities we serve and especially encourage Indigenous Peoples and members of equity-seeking groups to apply. We believe diverse perspectives and experiences bring both innovation and better outcomes to the work we do and the decisions we make.
BCCNM’s Commitment to Indigenous Specific Anti-RacismBCCNM is committed to working with Indigenous Peoples and health system partners to support Indigenous-specific anti-racist practices in the health system. As the largest health regulator in Western Canada, BCCNM has the opportunity to influence the health professionals we regulate, as well as the broader health-care system, to break the cycle of racism, and improve health outcomes for Indigenous Peoples. BCCNM has pledged to become culturally safe and anti-racist, and to support the health professionals we regulate to do the same.
What We Offer YouWe are delighted to be recognized as one of BC's Top Employers. It is more than a badge of honor – it’s a reflection of our people and the purpose that drives us every day. At BCCNM, we’re creating a workplace where flexibility, equity, growth, and connection are not just values – they’re part of how we work. Whether it’s through hybrid work options, meaningful employee engagement, or our commitment to reconciliation, we’re building something that matters. This honor reflects our unwavering commitment to creating a workplace where people truly thrive.
We promise to provide you with rewarding work that challenges you. You will be part of a passionate team contributing to our important mandate of protecting the public. As a member of the team, you can expect to be working in a collaborative, team-based environment, and treated in a respectful and professional manner.
The expected starting base salary for this position is $157,928 - $174,115 annually, depending on a variety of factors including qualifications and experience. Once hired, you will progress through a wider salary range over time as you continue to develop job knowledge, skills and competencies for the role.
In addition to base salary, the college offers a generous vacation and extended benefits package. As an employee, you receive 100% employer-paid health and dental benefits. And we contribute to B.C.'s Municipal Pension Plan to help you secure your retirement income. Throughout your career with us, you will engage in a variety of learning and development. We will support your professional development and cover your professional membership costs. To support you in work and life, we provide an employee assistance program and fitness allowance perk. Working with us allows you to enjoy flexible hybrid work. This position is located in Vancouver, but you’ll be able to work remotely up to 3 days a week. Our office is closed for the 11 statutory holidays in B.C. as well as Easter Monday and Boxing Day.
What You’ll Be DoingReporting to the Executive Director, Professional Conduct Review (ED, PCR), the Director, Intake & Investigations (Director, I&I) provides strategic leadership and managerial oversight to the staff responsible for the receipt, clarification, assessment, streaming, early resolution, and investigation of reports and complaints related to the four nursing designations (Licensed Practical Nurse, Nurse Practitioner, Registered Nurse, and Registered Psychiatric Nurse) and Registered Midwives.
The Director, I&I is accountable for the effectiveness, consistency, quality, and continuous improvement of the intake and investigation functions. The role establishes program direction, operational priorities, risk-management frameworks, service standards, and quality-assurance mechanisms that support fair, timely, trauma-informed, culturally safe, distinctions-based, and proportionate regulatory processes.
Leading through senior staff, the Director, I&I provides strategic oversight of the complaints continuum and is primarily engaged in matters involving significant public protection concerns, systemic or precedent-setting issues, elevated legal or reputational risk, or exceptional complexity or sensitivity.
Key Responsibilities Include
In consultation with the ED, PCR, develops operational plans for the intake and investigation programs, establishing program priorities, service standards, accountability frameworks, escalation pathways, and performance expectations that support BCCNM’s public protection mandate and ensures the effective, fair and timely management of complaints and reports.
Contributes to the strategic and operational plans of BCCNM through program expertise.
Oversees frameworks, systems, and quality assurance mechanisms for the risk-based assessment, prioritization, resolution, and investigation of complaints and reports, ensuring the quality and consistent application of evidence-informed, trauma-informed, culturally safe, distinctions-based, and risk-based approaches, and compliance with legislation, bylaws, policies, and administrative law principles.
Maintains strategic oversight of the complaints continuum, including intake, assessment, early resolution, and investigation operations, identifying emerging risks, conduct trends, systemic issues, capacity pressures, and opportunities for improvement. Provides strategic direction on complex, high-risk, sensitive, systemic, or precedent-setting matters and ensures matters proceed through appropriate regulatory pathways.
Ensures appropriate clinical, investigative, labour relations, cultural, and legal expertise is available to support decision-making and establishes clear expectations for consultation with Regulatory Legal Services and external counsel on matters involving significant legal, public protection, procedural, or organizational risk.
Leads the development, implementation, and continuous improvement of policies, procedures, service models, business processes, and supporting tools that enhance operational effectiveness, consistency, accessibility, and alignment with regulatory best practices.
Provides operational oversight to ensure files are appropriately screened, risk-assessed, prioritized, assigned, and directed through the appropriate regulatory pathway. Through senior staff, supports effective case management and will carry personal caseload and assume responsibility for exceptionally complex or sensitive matters.
In consultation with the ED, PCR, provides leadership in embedding Indigenous cultural safety, cultural humility, Indigenous-specific anti-racism, trauma-informed practice, and distinctions-based approaches throughout intake and investigation processes, recognizing the distinct needs of individuals, families, and communities.
Designs policy and process to support Intake staff to refer complainants to alternate resources including the Support Program and alternate dispute resolution pathways. Establishes and maintains collaborative relationships with Indigenous communities and organizations, health system partners, regulators, professional associations, government agencies, and other stakeholders to support public protection and the effective delivery of PCR programs.
Demonstrates a commitment to ongoing learning related to Indigenous cultural safety and humility and supporting organizational actions towards addressing Indigenous-specific racism in BC’s health care system.
Your Education & Skills
Master's degree in nursing, healthcare, or counselling;
Bachelor of Law (LLB) or Juris Doctor (JD);
mediation training;
or an equivalent combination of education and experience within healthcare and/or regulatory environment. If a lawyer, must be a practising member of the Law Society of BC.
Seven to ten years' experience, including direct management experience, in a regulatory, risk management, or investigative program (such as licensing, critical incident investigations, patient safety, complaints resolution, healthcare coordination, or employment investigations), ideally in a health-related environment, or in the areas of administrative or criminal law. Experience with clinical healthcare setting is an asset.
Demonstrated management experience leading staff with a high-volume case load within a unionized and non-unionized environment. Ability to identify employee development needs of employees and to provide coaching, mentoring, and other support. Proven leadership ability in an evolving environment. Change management training and experience is an asset.
Excellent interpersonal skills, coupled with conflict management, mediation, and resolution skills. Experience in alternate dispute resolution is an asset.
Ability to establish strong working relationships with a variety of partners.
Excellent oral and written communications skills, with the ability to communicate effectively with individuals at all levels of the organization. Strong presentation and facilitation skills.
Demonstrated ability to independently manage a complex caseload and make discretionary decisions in accordance with risk mitigation goals, precedent, policy, and legislation.
Experience developing policy, programs, and procedures, and leading program review and redesign initiatives.
Proven experience managing multiple simultaneous projects.
Strong technical aptitude and ability to leverage technology to drive change. Strong working knowledge and experience using Microsoft Office applications. Experience with Microsoft Dynamics CRM is preferred.
Knowledge of applicable legislation including but not limited to the: Health Professions and Occupations Act, Declaration on the Rights of Indigenous Peoples Act, Freedom of Information & Protection of Privacy Act, Criminal Records Review Act, Administrative Tribunals Act, Human Rights Code, and Criminal Code.
Experience working with Indigenous populations to investigate and resolve healthcare concerns or complaints is preferred. Knowledge of, or experience working within, a distinctions-based approach that recognizes and respects the specific rights, priorities and concerns and unique histories and cultures of First Nations, Métis, and Inuit Peoples an asset.
Knowledge of Canadian colonial impacts on Indigenous people in social and health contexts, including social, economic, political, and historical realities impacting Indigenous communities and knowledge of Indigenous-specific anti-racism and accompanying reports (e.G. The Truth & Reconciliation Commission's 94 Calls to Action (2015), the In Plain Sight Report (2020), and Reclaiming Power and Place's Calls for Justice (2019)).
Models and supports full team commitment to cultural safety and Indigenous-specific anti-racism in the healthcare system and trauma informed practices, including within the healthcare system complaints frameworks.
Demonstrates humility in leadership.
Demonstrated understanding of equity, diversity, inclusion, and cultural humility as they apply to investigations, regulatory complaints resolution processes and healthcare.
In the event of a Public Health Order being issued, the College is committed to full compliance with all directives and guidelines set forth by the Provincial Health Officer (PHO) to ensure the safety and well-being of our employees and the community partners we work with, consistent with the duty of the College to serve and protect the public.
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