Nurse Consultant/Complaints Officer Team Lead

Role Responsibilities

Are you a skilled nursing professional with strong leadership abilities and a passion for upholding the rights and safety of vulnerable individuals? We are seeking a Nurse Consultant / Complaints Officer (CO) Team Lead to join the Protection for Persons in Care (PPC) team.

Reporting to the PPC Systems Quality Assurance Manager, the CO Team Lead plays a pivotal role in ensuring that reports of abuse are managed effectively, fairly, and in alignment with the Protection for Persons in Care Act (PPCA).

This is a unique opportunity to provide leadership and oversight to a team of designated Complaints Officers, while helping to improve service delivery and support adults receiving care services across Alberta.

Key Responsibilities:

Leadership & Team Oversight

• Lead, coach, and support a team of Complaints Officers (COs) to ensure high standards in managing reports of abuse.
• Provide guidance on triage, intake, and decision-making processes.
• Monitor workloads and adjust assignments to optimize performance and efficiency.
• Support staff development through mentoring, training, and performance feedback.

Service Delivery & Process Improvement

• Ensure reports of abuse are handled sensitively, promptly, and in accordance with the PPCA.
• Oversee intake and triage processes to ensure high-risk cases are prioritized.
• Identify and address barriers in the complaints process from intake through to the Director's decision.
• Contribute to quality assurance by reviewing files and recommending improvements.

Stakeholder & Interdepartmental Collaboration

• Build and maintain collaborative relationships with internal and external stakeholders including healthcare providers, regulatory bodies, and law enforcement.
• Ensure confidentiality and accountability in all interactions with stakeholders.
• Share trends, concerns, and best practices with PPC management to drive continuous improvement.

Training & Knowledge Sharing

• Lead onboarding and training of new COs to ensure consistent application of procedures.
• Foster a culture of learning, professionalism, and respect within the team.
• Provide subject matter expertise on the PPCA, healthcare settings, and administrative fairness.

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: Understands how various elements within PPC, the health care system, and legislative frameworks interconnect, and applies this understanding to anticipate impacts, identify patterns, and guide decision-making.
• Creative Problem Solving: Approaches challenges with innovation and flexibility, exploring multiple perspectives to resolve complex complaints and improve workflows while maintaining compliance with the PPCA.
• Drive for Results: Delivers timely, high-quality outcomes by setting clear goals, staying accountable, and overcoming obstacles, ensuring the PPC mandate and service standards are consistently met.
• Build Collaborative Environments: Fosters trust and teamwork across PPC, stakeholders, and external partners to address sensitive issues, resolve conflicts, and enhance the quality and consistency of service delivery.
• Develop Self and Others: Commits to personal growth and invests in the development of team members by providing coaching, feedback, and learning opportunities that build expertise and resilience.

Qualifications

Education and Experience:

• Post-secondary degree in nursing.
• Regulated member in good standing with the College of Registered Nurses of Alberta.
• 4 or more years of related experience (e.g., complaints management, health care quality assurance, regulatory body).

Equivalency: Diploma related to the position assignment and six (6) years of related experience. Must be a regulated member of the appropriate college if required by the Health Professions Act. Masters degree related to the position assignment and three (3) years of related experience. Must be a regulated member of the appropriate college if required by the Health Professions Act.

Required:

• Supervisory experience with proven leadership skills.
• Developed knowledge and understanding of administrative law and administrative fairness.
• In-depth knowledge of clinical best practices and standards as well as care or support services provided in various health and support service settings.
• Excellent knowledge of the Protection for Persons in Care Act and other related legislation.
• Outstanding written and verbal communication skills.

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

One temporary full-time position until March 1, 2026 working 36.25 hours per week. Subject to permanency or extension.

Candidates may be required to participate in a written exam as part of the assessment process.

Candidates with lesser qualifications may be considered at a lower classification and salary. 

This competition may be used to fill future roles at the same or lower classifications.

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.

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. For example, January 15, 2006 - June 25, 2009: Assistant (PT three 8 hrs. shifts/week).

A cover letter outlining how your experience relates to the qualifications outlined in this job ad is required.

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.
• 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.