Job Title:Complaints OfficerRequisition ID:83112Ministry:Assisted Living and Social ServicesLocation:Edmonton, AlbertaPosition Type:Full TimeHours:36.25 hours per weekClassification:Program Services 3 (023PSA)Salary:$76,613.68 – $100,492.57 per year (bi‑weekly $2,935.39 – $3,850.29)Role ResponsibilitiesWe are looking for a strategic and adaptable professional who can navigate complex situations and deliver sound outcomes.Key responsibilities include:Act as the primary point of contact for incoming complaints, ensuring timely, appropriate responses and overall file management.Assess the nature, severity, and complexity of complaints using evaluation tools and contribute to improvements in assessment methods.Oversee Intake Officers’ work, monitor call quality, and ensure complaints are handled accurately and consistently.Triage complaints, identify cases for expedited handling, and refer matters to appropriate authorities when required.Maintain accurate data in complaint tracking systems, ensuring completeness and reliability for reporting and analysis.Review and verify documentation, manage complaint files end‑to‑end, and ensure proper follow‑up and resolution.Collaborate with program areas and subject matter experts on complex files, ensuring alignment and quality of communications.Identify trends and systemic issues, contributing to the development and improvement of complaint policies and processes.Use de‑escalation, conflict resolution, and relationship‑building techniques to manage interactions with complainants.Support issue management by contributing to briefings, leadership updates, and responses to sensitive or high‑impact situations.Key Success TraitsTriage, escalation, tracking, and lead resolution of public complaints in a timely manner.Strong analytical skills to assess issues, identify solutions,



and support effective decision‑making.Forecast complaint volumes using data, trends, and an awareness of Alberta’s socio‑political landscape.Professional communication skills aligned with divisional and government messaging when engaging complainants.Collaborate with internal teams and stakeholders to resolve complex issues affecting Albertans.Build and maintain productive relationships across the Division, Ministry, and external partners.Knowledge of complaints resolution, de‑escalation, and issues management practices.Strong prioritization skills to manage multiple demands in a quick‑paced, high‑volume environment.Strong time‑management skills and attention to detail to ensure accuracy in handling sensitive information.Work independently with minimal supervision while supporting team and organizational objectives.QualificationsUniversity graduation (4 years) in a related field such as Public Policy, Social Sciences, Health Administration, Dispute Resolution, etc. plus 2 years of progressively responsible related experience such as Complaints Management, Investigations, Case Management, Regulatory Compliance, Conflict Resolution, Government Program Administration, Quality Assurance, etc.; or equivalent as described below.1 year of education for 1 year of experience.1 year of experience for 1 year of education.Cover Letter RequirementApplicants must submit a cover letter that briefly summarizes:How the applicant’s professional and/or academic background relates to this role,



including direct and transferable expertise and skills.Reasons for interest in this role.Applications without a cover letter will not be considered.Assets (Desired Experience)Experience with complaints management or case tracking systems.Experience managing high‑volume intake, triage, or call‑centre‑style workflows.Experience in investigations, compliance monitoring, or regulatory enforcement support.Experience working with policies, standards, or legislative/regulatory frameworks.Core CompetenciesAgility– Anticipate, assess, and readily adapt to changing priorities, maintain resilience, and work effectively in changing environments.Drive for Results– Set goals and prioritise work to accomplish them. Follow through on duties and tasks and report on progress.Develop Networks– Proactively build networks, foster connections, and establish trust in relationships with diverse stakeholders.Systems Thinking– Understand how work contributes to the achievement of departmental goals. Anticipate changes in own area based on activities in other areas.Creative Problem Solving– Assess options and implications in new ways to achieve outcomes and solutions.Build Collaborative Environment– Lead and contribute to the conditions and environments that allow people to work collaboratively and productively to achieve outcomes.Develop Self and Others– Commit to lifelong learning and invest in the development of the long‑term capability of yourself and others.Additional InformationHours of work: Monday – Friday, 8:15 am – 4:30 pm (36.25 hours per week).Location: ATB Place North, 10025 Jasper Ave., Edmonton, Alberta.One permanent position is currently available. Candidates may be asked to undergo a security screening. Final candidates will be notified directly. The competition may be used to fill similar vacancies in the future.#J-18808-Ljbffr

📌 Complaints Officer - C$76,613.7 - C$100,492.6 A Year (Winnipeg)
🏢 Assisted Living and Social Services
📍 Winnipeg