Complaints Officer, Nurse Consultant

Role Responsibilities

Reporting to the Nurse Consultant/Complaint Officer Team Lead, the Complaints Officer, Nurse Consultant plays a pivotal role in safeguarding vulnerable adults receiving care and support services across Alberta. This position carries legislative authority under the Protection for Persons in Care Act to receive and assess reports of abuse, conduct inquiries, and take appropriate action, including referring matters for investigation or to other relevant bodies. This is a province-wide, high impact role that strengthens public confidence in Alberta’s abuse prevention framework. You will be central to ensuring that complaints of alleged abuse are managed with transparency, accountability, and in full alignment with the Protection for Person in Care Act.

The job responsibilities include:
Uphold Legislative Responsibilities
•    Ensure the Complaints Officer’s (CO) duties under the Protection for Persons in Care Act are exercised appropriately.
•    Interpret and apply expert knowledge of the Protection for Persons in Care Act to determine jurisdiction for incoming communication.
•    Receive and assess reports of abuse to determine appropriate actions, including inquiry, investigation, referral, or discontinuation.
•    Conduct inquiries to gather essential information that informs decision-making.
•    Use discretionary legislative authority to determine whether reports should be referred to PPC investigators, police services, or other authorized bodies.
•    Collaborate with internal and external stakeholders to protect adult clients receiving care or support services.

Intake & Communication Management
•    Manage all incoming communication (phone, email, fax, mail) with timeliness, sensitivity, and professionalism.
•    Triage communication and conduct risk assessments to prioritize appropriately.
•    Use exceptional communication skills to obtain sensitive information and conduct follow-ups.
•    Apply crisis intervention techniques to de-escalate distressed or upset individuals.
•    Document all essential information objectively and promptly.
•    Research and provide appropriate resources to individuals seeking information.
•    Case manages reports of abuse from intake through inquiry, investigation, referral, and/or discontinuation.
•    Provide guidance to investigators and review/approve investigation plans.

Role Responsibilities continued

Decision-Making & Reporting
•    Draft clear, comprehensive, evidence-based Director’s decision reports.
•    Review and analyze investigation files, including interview statements and clinical documentation (e.g., care plans, progress notes, assessments).
•    Apply extensive knowledge of legislation, standards, and guidelines to determine whether abuse is founded or unfounded.
•    Synthesize complex information and provide strong rationale for decisions.
•    Develop thoughtful Director’s directions aimed at preventing future abuse.

Compliance Review & Quality Improvement
•    Review documentation submitted by service providers to assess compliance with issued directions.
•    Evaluate submissions using clinical knowledge to determine adequacy and identify gaps in care.
•    Work collaboratively and consistently with service providers to address compliance issues.

Team Collaboration & Program Development
•    Participate in regular information sharing with the Protection for Persons in Care team.
•    Identify, record, and analyze issues, trends, and emerging concerns.
•    Advise supervisors and management on patterns and provide options for addressing them.
•    Contribute to the development of internal tools, policies, and procedures to enhance PPC’s response to abuse reports.
•    Respond to Action Requests by researching, analyzing, organizing, and presenting quantitative and qualitative information for briefings and ministerial correspondence.

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
•    Bring a big picture mindset to every challenge, ensuring decisions today support long term success.
•    Seek insight into the implications of different strategic options.
•    Analyze long term outcomes with a focus on organizational goals and values.
•    Identify potential unintended consequences before they arise.

Creative Problem Solving
•    Champion continuous improvement and innovative thinking.
•    Ask thoughtful questions to fully understand problems.
•    Explore new ways to improve processes, outcomes, and team activities.
•    Examine what made past projects successful and share learnings broadly.
•    Gather diverse data and perspectives to make informed choices.

Develop Networks
•    Build and maintain strong relationships across a wide range of stakeholders.
•    Identify and nurture key stakeholder relationships.
•    Maintain regular contact with a broad network of interested parties.
•    Incorporate the needs of diverse groups into planning and decision making.
•    Influence others through effective communication and collaboration.

Drive for Results
•    Take ownership of outcomes and help others do the same.
•    Use a variety of resources to monitor and meet performance standards.
•    Acknowledge responsibility, even when indirect to ensure success.
•    Commit to what is best for Albertans, even when solutions require persistence.
•    Achieve goals aligned with the direction of the Alberta Public Service.

Qualifications

Minimum Recruitment Standards
University graduation or diploma in nursing, supplemented by 1 year of related experience. Must be a regulated member of the appropriate college if required by the Health Professions Act.

The following experience is required: 
•    A 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 considered as assets:
•    Knowledge of the public health system, particularly medical services delivered across various health care settings, including continuing care, lodges, acute care, addictions, and mental health supports and persons with developmental disability support services.
•    Familiarity with clinical best practices and regulatory practice standards.
•    Background in health service delivery, quality assurance, and/or compliance.
•    Experience conducting reviews, assessments, or investigations related to service standards and administrative processes.
•    Well practiced in trauma informed care, ensuring sensitivity and objectivity are maintained when navigating complex or challenging issues.

The following experience will be given preference:
•    Exceptional conceptual and critical thinking abilities.
•    Excellent interpersonal skills, with a focus on verbal communication and teamwork.
•    Strong written communication abilities.
•    Ability to work independently with minimal supervision.

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

Hours of work are 8:15 AM to 4:30 PM, Monday to Friday.

Currently hiring one permanent and multiple temporary positions (until March 1, 2028, with the possibility of extension or permanency) working 36.25 hours per week in Edmonton or Calgary.

If a security screening is required:
•    Final candidates will be required to undergo a security screening.
•    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.

A cover letter outlining how your experience relates to the qualifications of this role is required to assess your writing skills.

In your resume, please include dates (including months and years) associated with all education and work experience. For example, January 2006 – June 2009 (part-time). This example is provided for illustrative purposes only. Applicants are encouraged to present their information clearly and thoroughly, using a format that best conveys their experience.

Links and information on what the GoA have to offer to prospective employees.
•    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