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Job Number:  40595
Director, Complaints and Practice Investigations
Job Posted: Thursday, 21 December 2017
Closing Date: Saturday, 20 January 2018
(56 days ago)
College of Physicians and Surgeons of BC
Region: Vancouver & Lower Mainland Type: Full time
Location: Vancouver Salary: (not entered)

Position summary

Reporting to the senior deputy registrar, the director, complaints and practice investigations, is responsible for the complaint process and the oversight, coordination and administration of all activities of the complaints and practice investigations department, in accordance with College policies and procedures, and in compliance with the bylaws pursuant to the Health Professions Act (HPA).

Duties and responsibilities

Duties include but are not limited to the following:

  • manage the investigation of all non-disciplinary complaints, duty-to-report matters, referrals from quality assurance programs and other departments, and own-motion matters
  • manage all on-site practice investigations ordered by the inquiry committee or referred from other College committees
  • handle and process all investigations according to established internal processes
  • oversee all administrative and operational activities within the department
  • ensure the effective and efficient utilization of College resources in all departmental programs and activities
  • manage, develop and implement goals, objectives, operating procedures and work standards
  • monitor, recommend and implement technological and operational changes affecting work processes
  • oversee the assessment of incoming complaints and other matters, ensuring appropriate action is taken
  • ensure any follow-up required is completed in a timely fashion according to policies and protocols
  • implement, oversee and continuously review the management and operational structure for the department
  • develop annual departmental goals and objectives with all complaints department staff and establish support structures to enable the achievement of goals and objectives
  • identify, implement and evaluate initiatives and activities in the following areas:
    • a continuous process improvement strategy to foster a culture of employee empowerment to continuously improve work processes;
    • a human resource and performance management strategy to facilitate the personal development of all complaints department staff
  • provide operational and administrative leadership and direction to all complaints department staff and other technical/support staff in support of departmental objectives and goals
  • support activities of the Board through the planning, organization, and completion of skill and knowledge investigations
  • participate and collaborate in the development and management of cross-department, organization-wide business processes and operational issues
  • establish systems for tracking/monitoring cross-departmental and organizational issues as they relate to the complaints department; examples include but are not limited to risk management, business plans, IT development, budget development
  • participate in the monthly complaints leadership team meetings
  • collaborate with registrar staff in policy development
  • perform such other duties, functions, and responsibilities as assigned by the senior deputy registrar

Human resource management

  • complete probationary and semi-annual performance evaluations for managers and other applicable staff
  • coach and develop staff members to their full potential
  • support the growth and development of staff through continuing education
  • promote teamwork and share appropriate information with staff in a timely manner
  • conduct regular department and team meetings to inform staff and ensure timelines are met


  • high level of responsibility for implementing department policy and operational decisions
  • knowledge of the College Bylaws pursuant to the Health Professions Act (HPA) must be applied to decisions taken

Skills and qualifications

Required skills and qualifications include:

  • master of business/health administration or similar management education
  • five or more years of relevant experience or equivalent combination of education and experience
  • must possess five-plus years of management experience, with direct responsibility for the supervision of more than five members of staff
  • demonstrated skills in project management and implementation
  • proven ability to mentor, motivate and develop staff
  • excellent verbal, written and presentation communication skills
  • demonstrated ability to establish and maintain effective and harmonious working relationships with individuals and groups
  • strong organizational skills and the ability to coordinate and prioritize multiple tasks and work independently
  • experience in data collection, review, synthesis, qualitative and quantitative analysis of data
  • experience working with a large, interdepartmental database, including planning and acquisition of new IT solutions


  • Leadership skills – builds passion and commitment, and guides individuals and groups towards desired outcomes by delegating and empowering; thinks and plans strategically; demonstrates a sincere interest in employee well-being; builds and leads effective work teams; builds trust with others through personal authenticity; leads by example; is flexible; generates results.
  • Change agent – is a change agent, effectively leading and managing change.
  • Communication skills – expresses verbal and written ideas effectively in individual and group situations; creates clear, concise and informative reports and correspondence; proactively builds and aligns stakeholders and resources to achieve goals.
  • Risk management skills – anticipates, identifies and manages risk.
  • Self-awareness – actively practises self-evaluation, self-reflection and growth.

The College of Physicians and Surgeons of British Columbia has been recognized as one of BC’s top employers since 2011 and one of Canada’s top 100 employers since 2014. Our goal is to attract, develop and retain highly talented employees. We offer an excellent working environment, opportunities for personal and professional growth, and a comprehensive benefits package.

All applications for this position must be submitted online at https://www.cpsbc.ca/about-us/careers.

We thank all applicants for their interest; however, only those selected for interview will be contacted.

How to Apply:
Please mention you saw this posting on WorkInNonProfits.ca.
All applications for this position must be submitted online at https://www.cpsbc.ca/about-us/careers.
Contact Details:
Human Resources
College of Physicians and Surgeons of BC
300-669 Howe Street
Vancouver, BC, V6C 0B4

Tel: 6047337758
www:   cpsbc.scouterecruit.net/jobs/CPSBC151

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