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 opportunity 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…