Complaint Navigator, Complaints And Practice Investigations

Full-time, permanentPosition 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 processadvise the public of CPSBC’s standards and guidelines as requested, and provide clarification and interpretation as needed, based on the caller’s level of understandingprovide a thorough explanation of CPSBC’s complaint process, including the consent requirements for third-party complaints and disclosure of complaint informationidentify 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 Actrecognize and respond to the emotional state of the callers and interact in a sensitive mannercommunicate in a manner that is both supportive and helpful but neutral and realistic in terms of potential outcomescommunicate the role of CPSBC, clearly explaining the jurisdiction related to investigation of complaintsmaintain contact with complainants where appropriate, to ensure support is being maintained and keep complainants updated on the status of their complaint as requiredensure 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 gratitudeexplain to complainants, when appropriate, how to apply for access to CPSBC’s support programs and/or how to apply for an identity protection ordertrack and triage incoming inquiries, prioritizing time-sensitive matters and escalating urgent issues to leadership as appropriateComplainant 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 advocatesdocument all discussions with the complainant, including those regarding CPSBC’s jurisdiction, complainant participation in the process, and potential outcomesassist the Investigation Committee, investigators and allocated file reviewers in obtaining information from the complainant as requiredwhen 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 resolutionmaintain awareness of resources available to complainants in the community and provide information as appropriatemaintain awareness of potential outcomes of investigation of various types of complaints and committee’s decisionsWork collaboratively with other team members
ensure the investigators and others involved in the management of the complaint file understand the complainant’s perspective and needswork with the director and intake manager to improve processes based on feedback provided by complainantsmaintain knowledge of CPSBC’s standards and guidelines on an ongoing basisOther responsibilities
actively participate in continuous quality initiativesparticipate on internal committees as appropriateother duties as determined by the director or intake managerSkills 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 careminimum of five years of clinical experience in a health-care environmentexperience in mental health, trauma-informed practice and Indigenous cultural safety is mandatoryexperience working with Indigenous communities or marginalized populations is requiredmust hold practising registration in good standing with appropriate regulatory college in BCknowledge 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 Actexperience in the application of regulatory practices, legislation related to regulation, and professional and practice standards is an assetexcellent interpersonal skills and a demonstrated ability to work with a wide range of people with cultural awareness and sensitivityable to deal with people sensitively, tactfully, diplomatically, and professionallyadvanced conflict management and client support skills including facilitation, coaching and education, knowledge and ability to apply privacy and confidentiality principlesability to make decisions independently and collaborate with internal staff and a variety of external partnersexcellent oral and written communications skills and the ability to communicate effectively with individuals at all levels of the organizationability to work in Microsoft suite of services and to rapidly learn and engage with databasesopen to giving and receiving feedback across the organizationThe compensation range for this position is $87,392 to $109,240 per year.We thank all applicants for their interest. Once submitted, a member of the Human Resources team will be in touch. If you have any questions, please email View email address on ca.hrm.tc College of Physicians and Surgeons of BC (CPSBC) is committed to our ongoing journey to be a diverse, equitable and inclusive place to work. All interested applicants, regardless of age, family or marital status, physical or mental disability, race, colour, religion, place of origin, and ancestry, Indigenous identity, gender identity or expression, sex, sexual orientation political belief, socio-economic background, criminal conviction or any other characteristic protected by applicable law, are strongly encouraged to apply. Accommodations are available upon request for candidates taking part in the recruitment and selection process.CPSBC is located on the unceded and traditional territory of the Coast Salish peoples, including the territories of the hən̓q̓əmin̓əm̓ speaking peoples―the xʷməθkʷəy̓əm (Musqueam) and sel̓íl̓witulh (Tsleil-Waututh) Nations, and the Sḵwx̱wú7mesh-ulh Sníchim speaking peoples―the Sḵwx̱wú7mesh (Squamish) Nation.We acknowledge the rights and title of BC First Nations whose territories span across the province. These territories recognize that laws, governance, and health systems tied to lands and waters have existed here since time immemorial.
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