Health Advocate Representative 1

Role Responsibilities

The Health Advocate Representative will serve as a liaison to related health care stakeholders with a shared interest in complaint resolution and quality assurance. 

You will be the point of contact for Albertans who have inquiries, concerns or complaints related to the health care system. You will demonstrate strong interpersonal skills and agility when dealing with highly sensitive concerns and complaints. You will also anticipate emotional triggers and mitigate reactions while providing sound responses and recommendations to assist in early resolution. 

This role will require you to lead investigations by developing an investigation plan, conducting interviews, gathering information, writing reports, providing recommendations, and informing the complainant of the disposition of the investigation while working within the Alberta Health Act and the Mental Health Act. 
 
As the Health Advocate Representative, you will also develop and deliver education and public awareness resources for patients, families, clients and the public to advance the understanding of the Health Charter, patient rights, and information related to health care services. 
 
The successful candidate will have experience with the Alberta Health Act, Mental Health Act, along with knowledge of the Office of the Alberta Health Advocates. Your strong communication skills will assist you in addressing complex health inquiries, and develop rapport with internal and external stakeholders, allowing you to build collaborative environments and develop strong networks. Lastly, when addressing complex health inquiries, you won’t hesitate to utilize a multitude of resources, technology and information to analyses the concern and provide a solution. As such, you will be an expert at creative problem solving.

Please click on the link to view the job description.

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.

Our ideal candidate is someone who demonstrates the following competencies:

Creative Problem Solving: 

• Seeks clarity by asking questions to get at the root of health care complaints and to generate and develop new ways of thinking about an issue.
• Ensures the right questions are being asked about the right problems/issues. Ability to combine different approaches and perspectives to think through issues to reach the best solution.

Agility: 

• Proactively seeks out new opportunities, building support for change and helping guide change in Indigenous health in Alberta.
• Anticipates, adapts and takes advantage of opportunities and makes effective decisions.

Systems Thinking: 

• Considers the whole system and recognizes links between everything from the complex network of global to organizational priorities. 
• Evaluates the context of the short, medium and long-term, and uses this knowledge to inform progress.

Build Collaborative Environments: 

• Promotes sharing of expertise among wide-ranging teams to achieve broader outcomes.
• Initiates strategic communication systems linking internal and external stakeholders.
• Creates a conflict-resolving environment by anticipating and addressing areas where potential misunderstanding and conflict could emerge and addressing system issues.

Drive for Results:

• Proactively initiates and implements processes to improve overall performance and uses metrics to ensure that results are achieved.
• Factors in the complexity of issues and strategically aligns decisions and plans based on values, outcomes and broader needs.
• Ensures that plans are integrated with other initiatives and takes a longer-term focus on outcomes.

Qualifications

University degree in a related field (Social Sciences, Social Work, Public Health, Criminology, Sociology, Psychology, Nursing & Psychiatry) plus a minimum 2 years’ experience working as a Social Services professional is required.

Experience is required in: 

• Minimum 1 year conducting investigation
   
• Minimum 1 year receiving & reviewing complaints
   
• A complaints handling role

Preferences will be given to candidate who have:

• Experience providing outreach services
   
• Delivering public education materials & training to various stakeholders within health care field

The following are considered assets:

• Indigenous awareness training 

Equivalencies maybe considered - directly related education or experience on the basis of:

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

A valid Alberta driver’s license is also required. 

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

This competition will be used to staff four (4) full-time permanent positions.

Hours of Work
7.25 hours daily/ 36.25 hours weekly, Monday to Friday

Location
106 Street Tower, 10055-106 Street, Edmonton, Alberta. This position requires working from the office with an option to qualify for a hybrid work arrangement (in accordance with GOA policy).

Other information: 

• This position maybe used to fill future vacancies across the Government of Alberta, at equal or lower classification and salary. 
• Top candidates may be required to undergo security screening

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.

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 has 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
•    Opportunity to participate in flexible work arrangements such as working from home up to two days per week and modified work schedule agreement
•    Leadership and mentorship programs