Complaints Officer

Role Responsibilities 1/2

We are looking for a strategic and adaptable professional who can navigate complex situations and deliver sound outcomes. You bring strong judgment, resilience, and the ability to collaborate effectively in a fast-paced environment.

Reporting to the Manager, Complaints Unit, the Complaints Officer is a supervisory contact who manages divisional complaints, incidents and related correspondence under the Continuing Care Act (CCA). The role triages, profiles, and resolves external stakeholder complaints related to alleged contraventions of the Act, its regulations, and standards, working independently while collaborating with subject matter experts on complex files. The position also supports external communications by responding to complaints and ensuring consistent, effective approaches with internal stakeholders.

Overseeing a team of Intake Officers, our Complaints Officer monitors trends, flags emerging issues, and ensures accurate profiling to support reporting. Using data insights, the role informs improvements to complaint policies and processes, anticipates pressures, and contributes to proactive strategies. Working in a high-pressure environment, the position provides timely, accurate advice and collaborates across teams to ensure clear and accurate reporting on operations and issues.

Your responsibilities in this role will include, but will not be limited to:

• Acting as the primary point of contact for incoming complaints, ensuring timely, appropriate responses and overall file management.
• Assessing the nature, severity, and complexity of complaints using evaluation tools and contributing to improvements in assessment methods.
• Overseeing Intake Officers’ work, monitoring call quality, and ensuring complaints are handled accurately and consistently.
• Triaging complaints, identifying cases for expedited handling, and referring matters to appropriate authorities when required.
• Maintaining accurate data in complaint tracking systems, ensuring completeness and reliability for reporting and analysis.
• Reviewing and verifying documentation, managing complaint files end-to-end, and ensuring proper follow-up and resolution.
• Collaborating with program areas and subject matter experts on complex files, ensuring alignment and quality of communications.
• Identifying trends and systemic issues, contributing to the development and improvement of complaint policies and processes.
• Using de-escalation, conflict resolution, and relationship-building techniques to manage interactions with complainants.
• Supporting issue management by contributing to briefings, leadership updates, and responses to sensitive or high.

Role Responsibilities 2/2

To be successful in this role, you will need to demonstrate:

• The ability to triage, escalate, track, and lead resolution of public complaints in a timely manner.
• Strong analytical skills to assess issues, identify solutions, and support effective decision-making.
• The ability to forecast complaint volumes using data, trends, and awareness of Alberta’s socio-political landscape.
• Professional communication skills aligned with divisional and government messaging when engaging complainants.
• The ability to collaborate with internal teams and stakeholders to resolve complex issues affecting Albertans.
• The ability to build and maintain productive relationships across the Division, Ministry, and external partners.
• Knowledge of complaints resolution, de-escalation, and issues management practices.
• Strong prioritization skills to manage multiple demands in a fast-paced, high-volume environment.
• Strong time management skills and attention to detail to ensure accuracy in handling sensitive information.
• The ability to work independently with minimal supervision while supporting team and organizational objectives.

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.

• Agility - Must be able to anticipate, assess, and readily adapt to changing priorities, maintain resilience, and work effectively in changing environments.
• Drive for Results - Sets goals and prioritizes work to accomplish them. Follows through on duties and tasks and reports on progress.
• Develop Networks - Proactively builds networks, foster connections, and establishes trust in relationships with diverse stakeholders.
• Systems Thinking - Understands how work contributes to the achievement of departmental goals. Anticipates changes in own area based on activities in other areas.
• Creative Problem Solving - Have the ability to assess options and implications in new ways to achieve outcomes and solutions.
• Build Collaborative Environment - Leads and contributes to the conditions and environments that allow people to work collaboratively and productively to achieve outcomes.
• Develop Self and Others - A commitment to lifelong learning and the desire to invest in the development of the long-term capability of yourself and others.

Qualifications

University graduation (4 years) in a related field such as Public Policy, Social Sciences, Health Administration, Dispute Resolution, etc. plus 2 years of progressively responsible related experience such as Complaints Management, Investigations, Case Management, Regulatory Compliance, Conflict Resolution, Government Program Administration, Quality Assurance, etc.; or equivalent as described below.

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.
  
  

A cover letter is required along with your application. In your cover letter, please briefly summarize:

• How your professional and/or academic background relates to this role, including your direct and transferable expertise and skills, and
• Reason(s) for interest in this role.
  
  

Applications without a cover letter will not be considered.

Assets

• Experience with complaints management or case tracking systems.
• Experience managing high-volume intake, triage, or call centre-style workflows.
• Experience in investigations, compliance monitoring, or regulatory enforcement support.
• Experience working with policies, standards, or legislative/regulatory frameworks.

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: Monday - Friday, 8:15 am - 4:30 pm (36.25/week)

Positions Currently available: One (1) permanent position is available.

This competition might be used to fill similar positions in the future as well.

Location: This opportunity is located in ATB Place North, 10025 Jasper Ave., Edmonton, Alberta.

Final candidates will be asked 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.

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.
• Management Employees Pension Plan (MEPP) - https://www.mepp.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.