Complaints Officer - Nurse Consultant

Job Information
Job Title: Complaints Officer - Nurse Consultant
Job Requisition ID: 65123
Ministry: Health
Location: Edmonton or Calgary
Full or Part-Time: Full Time
Hours of Work: 36.25 hours per week
Permanent/Temporary: 1 Temporary until Oct 22, 2025 & 1 Temporary until Nov 13, 2025
Scope: Open Competition
Closing Date: December 17, 2024
Classification: Medical and Health 2
Salary: $3,076.28 to $3,913.51 bi-weekly ($80,291 - $102,143/year)

The Government of Alberta is committed to a diverse and inclusive public service that reflects the population we serve to best meet the needs of Albertans. Consider joining a team where diversity, inclusion and innovation are valued and supported. For more information on diversity and inclusion, please visit: https://www.alberta.ca/diversity-inclusion-policy.aspx

The Ministry of Health is building a more resilient and sustainable health care system that can support Albertans getting care when and where they need it, while responding to system-wide health challenges, improving health outcomes, and maintaining fiscal responsibility. The ministry supports Albertans’ health and well-being throughout their lives by protecting public health and promoting wellness; coordinating and delivering safe, person-centered, quality health services; planning capital infrastructure; supporting innovative information management and technologies; regulating health care; and funding the health system.

The Ministry of Health establishes the Government of Alberta’s strategic direction for health, including advising government on health policy, legislation and standards, and public health concerns; monitoring and reporting health system performance; setting policies and priorities for the electronic/digital health environment; and providing oversight and ensuring accountability across the health system.

For further information, visit the ministry website at http://www.health.gov.ab.ca.

The Protection for Persons in Care unit within the Ministry of Health is responsible for administering the Protection for Persons in Care Act (PPCA). The PPCA promotes the prevention and requires the reporting of abuse of adult clients receiving care or support services from the service providers named or otherwise identified in the PPCA and Regulation. The unit is responsible for receiving allegations of abuse and determining whether an investigation is warranted under the PPCA.

To learn more about Protection for Persons in Care, visit https://www.alberta.ca/about-protection-for-persons-in-care.

Role Responsibilities

Are you a nurse interested in applying your clinical experience to protect vulnerable Albertans?

If so, this opportunity may be right for you. The Protection for Persons in Care unit is looking for Nurse Consultants/Complaints Officers (CO) to join the team. This is a pivotal role with legislated authority under the Protection for Persons in Care Act (PPCA).

As a CO, you support the non-biased, independent review of reports of alleged abuse. You maintain communication with complainants; manage the intake phone line; and review, analyze, synthesize, and provide written advice on information gathered by a contracted investigator. You administer the PPCA through your analysis of the contracted investigator’s report and medical documentation, applying your expertise and clinical nursing experience.
You complete your review with a summarized report with recommendations and may follow up with service providers to ensure compliance with the PPCA.

You are a direct contact for key stakeholders including service providers, investigators, and complainants. You manage the intake phone line that Albertans may use to report allegations of abuse. You complete an inquiry process to obtain and review personal, health and financial information from complainants. You apply your knowledge to determine if the allegation meets the jurisdiction of the PPCA and decide if there is a need for an investigation. If an investigation is required, you appoint an external contracted investigator to conduct the investigation. You work closely with the investigator to ensure that the investigation aligns with the scope of the allegation of abuse and to provide feedback, support and guidance as needed. You communicate directly with Albertans who may be personally/emotionally invested in the outcomes of your review. Your client-service and issues management skills are critical, and you are strong at de-escalating conversations and understanding the realities in which your role operates.

Your education, clinical experience as a nurse, and knowledge of the health care system including home care, continuing care, lodges, hospitals, and mental health facilities is essential. You incorporate theory, clinical knowledge and your understanding of the health system when reviewing reports of abuse. You independently review/analyze medical reports, diagnostic and lab results, medical orders, client care plans and assessments from physicians as well as other health care professionals, caregivers, service providers and program areas such as Persons with Developmental Disabilities.

Role Responsibilities contd.

You play an essential role in providing advice to the Director in making a decision on the outcome of an investigation, approving investigator recommendations, and providing direction to service providers in preventing future incidents of abuse. You apply the principles of administrative fairness in your work. Your exceptional comprehension, critical analysis and written as well as verbal communication skills are key in reviewing investigation findings, writing summary reports, and relaying analysis outcomes, lessons learned as well as improved practices with the team. You are able to translate the PPCA, medical terminology and related technical information into simple, clear language to help transfer knowledge and understanding to stakeholders and your team.

You analyze, organize, and prepare information for briefings and ministerial correspondence.

You also provide input for the development of internal tools, policies and procedures that will enhance PPC’s response to reports of abuse and overall service delivery.

You demonstrate professionalism, tact, and diplomacy to effectively deal with very sensitive issues within an environment that can be highly political.

Please click on this link to view the job description for this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies:
https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

• Systems Thinking: The Nurse Consultant/Complaints Officer (CO) considers broader roles and relationships, emerging challenges, and trends, as well as potential opportunities for service improvement.
• Creative Problem Solving: The CO assesses incoming information to understand issues, conduct risk assessments, prioritize, and direct a response as well as identify and collaborate with relevant stakeholders.
• Develop Networks: The CO interacts with various stakeholders and collaborates with Protection for Persons in Care staff to contribute to the protection of vulnerable adults receiving care or support services.
• Drive for Results: The CO provides advice to the Director, including recommending meaningful directions to promote the prevention of abuse and engages in activities to optimize service delivery.

Qualifications

Minimum Recruitment Standards

A university degree or diploma in nursing.

The following experience is required:

• Experience within the Health Sector, with Persons with Developmental Disabilities, supportive living or within adult support or service settings, such as (but not limited to) shelters or addictions and mental health treatment and rehabilitation centres.
• 1 or more years of related nursing experience.
• Regulated member in good standing with the College of Registered Nurses of Alberta, College of Licensed Practical Nurses of Alberta, and/or College of Registered Psychiatric Nurses of Alberta.
  

The following experience is preferred:

• Administrative law and/or quasi-judicial processes.
• Writing reports that include recommendations.
• Conducting and/or reviewing materials from investigations.
• Knowledge of clinical best practices and standards.
  

The following will be considered as assets:

• Knowledge of the Protection for Persons in Care Act and Regulations.

Equivalency: Directly related education or experience considered on the basis of:

• 1 year of education for 1 year of experience; or
• 1 year of experience for 1 year of education.

Combined related experience and education will be considered as an equivalency on a one for one basis.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification.

Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

The temporary roles are full-time positions working 36.25 hours per week.

Candidates may be required to participate in a written exam as part of the assessment process.

Candidates with lesser qualifications may be considered at a lower classification and salary. This competition may be used to fill future roles at the same or lower classifications.

The final candidates may be required to undergo pre-employment checks (Reference check/Criminal record and/or academic).

In your resume, please include dates (including months and years) associated with all education and work experience. Also, please indicate whether your work experience is casual, part-time, or full-time. For example, January 15, 2006 - June 25, 2009: Assistant (PT three 8 hrs. shifts/week).

A cover letter outlining how your experience relates to the qualifications outlined in this job ad is required.

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.

What we offer:

• Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx
• Public Service Pension Plan (PSPP) - https://www.pspp.ca
• Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits
• Professional learning and development - https://www.alberta.ca/professional-development-support-directive
• Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca
• Positive workplace culture and work-life balance
• Leadership and mentorship programs

How To Apply
Applicants are advised to provide information that clearly and concisely demonstrates how their qualifications meet the advertised requirements, including education, experience, and relevant examples of required competencies.

Candidates are required to apply for a job online. Please visit https://www.alberta.ca/job-application-resources#before for more information. Please visit Recruitment Principles, for more information.

It is recommended applicants who have completed post-secondary studies from outside of Canada obtain an evaluation of their credentials from the International Qualifications Assessment Service (IQAS)(https://www.alberta.ca/international-qualifications-assessment.aspx) or from a recognized Canadian Credential Evaluator; please visit the Alliance of Credential Evaluation Services of Canada for more information (https://canalliance.org/en/default.html).

It is recommended that applicants include the assessment certificate from IQAS or any other educational assessment service as part of their application.

Closing Statement
This competition may be used to fill future vacancies, across the Government of Alberta, at the same or lower classification level.

We thank all applicants for their interest. All applications will be reviewed to determine which candidates' qualifications most closely match the advertised requirements. Only individuals selected for interviews will be contacted.

If you require any further information on this job posting or require an accommodation during the recruitment process, please contact Abhishek Sharma at [email protected].