Full-time, permanent

Position 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 process

advise the public of CPSBC's standards and guidelines as requested, and provide clarification and interpretation as needed, based on the caller's level of understanding

provide a thorough explanation of CPSBC's complaint process, including the consent requirements for third-party complaints and disclosure of complaint information

identify 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 Act

recognize and respond to the emotional state of the callers and interact in a sensitive manner

communicate in a manner that is both supportive and helpful but neutral and realistic in terms of potential outcomes

communicate the role of CPSBC, clearly explaining the jurisdiction related to investigation of complaints

maintain contact with complainants where appropriate, to ensure support is being maintained and keep complainants updated on the status of their complaint as required

ensure that complainants, who have experienced Indigenous specific racism or discrimination, are afforded an chance to provide their concerns in a culturally safe way using relational values of acknowledgement, respect and gratitude

explain to complainants, when appropriate, how to apply for access to CPSBC's support programs and/or how to apply for an identity protection order

track and triage incoming inquiries,



prioritizing time-sensitive matters and escalating urgent issues to leadership as appropriate

Complainant 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 advocates

document all discussions with the complainant, including those regarding CPSBC's jurisdiction, complainant participation in the process, and potential outcomes

assist the Investigation Committee, investigators and allocated file reviewers in obtaining information from the complainant as required

when 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 resolution

maintain awareness of resources available to complainants in the community and provide information as appropriate

maintain awareness of potential outcomes of investigation of various types of complaints and committee's decisions

Work collaboratively with other team members

ensure the investigators and others involved in the management of the complaint file understand the complainant’s perspective and needs

work with the director and intake manager to improve processes based on feedback provided by complainants

maintain knowledge of CPSBC's standards and guidelines on an ongoing basis

Other responsibilities

actively participate in continuous quality initiatives





participate on internal committees as appropriate

other duties as determined by the director or intake manager

Skills 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 care

minimum of five years of clinical experience in a health-care environment

experience in mental health, trauma-informed practice and Indigenous cultural safety is mandatory

experience working with Indigenous communities or marginalized populations is required

must hold practising registration in good standing with appropriate regulatory college in BC

knowledge 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 Act

experience in the application of regulatory practices, legislation related to regulation, and professional and practice standards is an asset

excellent interpersonal skills and a demonstrated ability to work with a wide range of people with cultural awareness and sensitivity

able to deal with people sensitively, tactfully, diplomatically, and professionally

advanced conflict management and client support skills including facilitation, coaching and education, knowledge and ability to apply privacy and confidentiality principles

ability to make decisions independently and collaborate with internal staff and a variety of external partners

excellent oral and written communications skills and the ability to communicate effectively with individuals at all levels of the organization

ability to work in Microsoft suite of services and to rapidly learn and engage with databases

open to giving and receiving feedback across the organization

The compensation range for this position is $87,392 to $109,240 per year.

#J-18808-Ljbffr

📌 Complaint Navigator, Complaints and Practice Investigations (British Columbia)
🏢 CPSBC Careers
📍 British Columbia