Complaint Navigator, Complaints and Practice Investigations

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