Complaints Resolution Officer

Job Title: Conduct Resolution Officer

Reports To: Complaints Director

Placement Type: Permanent

Address: Edmonton, AB, or remote within Alberta

Work Location: Hybrid at the Edmonton office, or remote within Alberta. Attendance at the Edmonton office is required about six times a year, along with regular meetings with the Complaints Director, who is based in Calgary. Onboarding and orientation may require more time with the Complaints Director and at the Edmonton office.

Hours: Full-time (35 hours a week)

Our client, a health profession regulator in Alberta, is seeking a permanent, full-time Conduct Resolution Officer. Working under the Complaints Director, this role is the first point of contact for incoming complaints, guides people through the complaint process, and supports investigations from intake to file closure. The role can be remote within Alberta or hybrid in Edmonton.

Position Overview:

● Carries out administrative and legislated responsibilities of the Complaints Director related to receiving, managing and resolving complaints against regulated members.

● The first point of contact for the triage and resolution of incoming complaints, concerns and inquiries about the complaint process.

● Manages open issues of public concern and formal complaint files in consultation with the Complaints Director, supporting the investigation process under the Health Professions Act, the profession's regulation, bylaws, Code of Ethics and Standards of Practice.

● May conduct non-complex investigations and resolve files under the direction of the Complaints Director.

● The work is often rewarding but can be difficult at times, and carries a risk of secondary trauma. Self-awareness and good self-care strategies matter in this role.

Responsibilities:

Acting on Complaints and Supporting the Investigation Process (70%)

● Act as the first point of contact for incoming complaints, concerns and complaint process inquiries, triage reported complaints, and resolve concerns at first contact whenever possible.

● Guide complainants and respondents through the complaint process and toward resolution of their concerns.

● Provide complainants with information and guidance about the organization's standards, Code of Ethics, legislation and complaint resolution process.

● Analyze written complaints to identify the main concerns and assess whether the allegations meet the legislative criteria of a complaint.

● Contact complainants to gather additional details when required, review the regulated member's past conduct history, and create accurate case files in the database.

● Accurately document and track all communication with complainants, regulated members and other stakeholders throughout the process.

● Compile the resources external investigators need, including preparing documents, arranging interviews and setting up meetings by Zoom or other formats.

● Draft formal complaint notification letters and other complaint correspondence, such as investigation status updates and notices of referral to hearing, for the Complaints Director to review.

● Send letters to complainants, regulated members and their counsel by email, registered mail or courier, and prepare accurate privacy redactions before materials are shared.

● Monitor the progress of complaint files to ensure consistent and timely resolution, diarize files for follow-up, and report proactively to the Complaints Director.

● Support resolutions by consent, including preparing correspondence, contacting parties, and following up on signed agreements.

● Ensure personal health information and files are destroyed or returned in a timely way.

● Manage oral and documentary evidence, such as investigation interview recordings, including transcription as required.

● Close completed files by updating the database, entering closing codes, posting information on the website where applicable, and confirming every step is finalized.

● Review complaint cases and reports in the registrant database each quarter to confirm resolved cases are closed and assigned a resolution type.

● Assess current processes on an ongoing basis and recommend improvements as business and regulatory requirements change.

● Develop and maintain expert knowledge of the Health Professions Act, the profession's regulation, Code of Ethics, Standards of Practice and related legislation.

Administrative Management (15%)

● Work with the finance department on payment plans set out in decision orders.

● Develop and maintain the complaints processing manual, keeping conduct process policies and procedures complete and current.

● Track and manage compliance with tribunal orders and agreements, such as course requirements and payment plans, and refer any non-compliance to the Complaints Director.

● Keep files on the central drive properly indexed and maintained.

● Assist with revisions to templates, procedures and other documentation as requested.

General Regulatory Activity (5%)

● Review and revise complaints communication materials and web content so they stay current and easy to understand for the public and members.

● Follow up on and track matters when files are returned from the Complaint Review Committee.

Must Have Qualifications:

● A relevant degree, or an equivalent combination of experience and coursework

● Experience preparing high-quality reports and correspondence

● Ability to understand, interpret and apply legislation

● Fluent written and spoken English

● Proficiency in Microsoft 365, including Word, Excel and PowerPoint, and database file management

● Excellent written and verbal communication skills, including composing and proofreading correspondence for accuracy and content

● Ability to use a trauma-informed approach in communication

● Ability to use de-escalation strategies to support challenging conversations

● Compassion and composure when receiving personal disclosures, including experiences of trauma

● Ability to learn and use new online tools, software and platforms

Like To Have Qualifications:

● Experience in a complaints or conflict resolution environment

● Experience or training in motivational interviewing

● Experience in the regulation of health or other professions

● Experience with the Health Professions Act