Manager, Health Advocate Representative

Role Responsibilities

The Manager, Health Advocate Representative provides strategic and operational leadership within the Office of the Alberta Health Advocates (OAHA) and plays a key role in ensuring the Office fulfills its legislated mandate to support Albertans in navigating concerns and complaints related to the health care system. The position oversees the delivery of complaint intake, analysis, referral and investigation services, ensuring matters are addressed fairly, consistently and in accordance with applicable legislation, policies and established practices.

The Manager leads a team of Health Advocate Representatives and is responsible for overseeing day-to-day operations, workload management, service quality and staff development. The position provides leadership and guidance on complex and sensitive matters, supports decision-making related to investigations and complaint resolution, and ensures consistent application of legislative and procedural requirements. The Manager also contributes to operational planning, risk management and continuous improvement initiatives that support effective and responsive advocacy services.

The role works closely with health system partners, regulatory and oversight organizations, government stakeholders and internal leadership to address emerging issues, support collaboration and advance organizational priorities. Through strong leadership, sound judgment and a client-focused approach, the Manager helps ensure the Office delivers high-quality advocacy services while maintaining public confidence in its mandate and operations.

Primary responsibilities include:

• Leading complaint intake, referral and investigation services to ensure concerns are addressed fairly, consistently and in accordance with legislative and operational requirements.
• Providing leadership, coaching and performance management to a team of Health Advocate Representatives while establishing priorities, service standards and operational expectations.
• Overseeing complex, sensitive and high-profile files, providing guidance on investigations, complaint resolution and emerging issues.
• Building and maintaining effective relationships with health system partners, stakeholders and oversight bodies to support service delivery and collaborative problem-solving.
• Leading operational planning, reporting, policy development and continuous improvement initiatives that strengthen service quality, operational effectiveness and organizational outcomes.
• Leading and supporting outreach and education activities that advance the Office’s mandate, including visits to designated health facilities, presentations, and stakeholder engagement.

The Job Description is provided for Further details on 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.

Systems Thinking

• Assesses the broader impacts of complaints, investigations and emerging issues across the health system.

Creative Problem Solving

• Addresses unique and sensitive complaints by gathering information, analysing issues and identifying practical options for resolution

Agility

• Responds effectively to changing priorities, urgent issues and complex client situations.

Drive for Results

• Establishes operational priorities, monitors workload and ensures timely resolution of complaints, investigations and referrals

Develop Networks

• Builds and maintains relationships with health system partners, service providers, oversight bodies, ministry programs and advocacy organizations.

Build Collaborative Environments

• Fosters collaboration within the Office and across organizations to address complex client concerns and systemic issues.

Develop Self and Others

• Provides supervision, coaching and guidance to Advocate staff.

Qualifications

Minimum Recruitment Standards
University graduation in a field related to Social Work, Nursing, Public Health, Psychology, or Social Services supplemented by four years related experience.

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.

The following experience is considered as assets:

• Leadership in government, health, advocacy, complaint resolution, or public service environment
• Interpreting and applying legislation, regulations, policies, procedures, and administrative principles
• Demonstrated ability for developing, implementing, or improving operational policies, procedures, standards, and service delivery practices
• Working knowledge of the Office of the Alberta Health Advocates
• Working knowledge of relevant legislation including the Alberta Health Act, Mental Health Act, Government Organization Act, Health Charter, and related health legislation
• Proficiency with case management systems: RLDatix, records management systems, and data analysis and reporting tools

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

Notes

Hours of work are 08:15 AM to 04:30 PM, Monday to Friday. Full-time permanent position working 36.25 hours per week in downtown Edmonton.

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.

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 we have to offer:

• Working for the Alberta Public Service
• Management Employee Pension Plan (MEPP)
• Alberta Public Service Benefit Information
• Professional learning and development
• Research Alberta Public Service Careers tool
• Positive workplace culture and work-life balance.