Complaint Officer

Department: Complaints

Reporting to: Manager, Intake & Inquiry

Position Type: Permanent, Full-time

Work Location: Vancouver or Victoria - Hybrid

Salary: $59,541.48 - $74,426.85. Please see the Total Compensation & Perks section for more details.

Position Posted: May 8, 2025

Application Deadline: May 22, 2025

BCCOHP is seeking a permanent, full-time Complaint Officer (CO) to join our Complaints team. The CO reports directly to the Manager, Intake & Inquiry and the Complaint Investigators (CI) they support.

The successful candidate will be responsible for providing support to designated Complaint Investigators (CI) to ensure the complaints process is transparent, fair, proportionate and focused on public protection. The CO, in collaboration with the Complaints team, manages their CI file lists by ensuring appropriate evidence is obtained, acknowledged and shared as required. This role interacts directly with registrants, the public and other oral health professionals. COs perform all duties necessary to support the Inquiry Committee to reach a fair decision that protects the public at each stage of the process. COs will act as a back-up to the Intake Lead in taking public calls on a rotational basis and provide information about the complaints process and other resources to assist and direct callers. 

Complaint Files and Investigation 

• Work with Complaint Investigators to manage, prioritize and track their file lists for all complaint matters.  
• Receive, review and respond to correspondence from complainants, registrants and outside organizations in accordance with legislation, bylaws and guidelines/reference material.  
• Receive, review and respond to correspondence from complainants, registrants, counsel and outside organizations in accordance with legislation, bylaws and guidelines/reference material.  
• Provide complainants and registrants with status investigation updates, information about the complaints process generally and answer or redirect questions.  
• Draft acknowledgement letters to complainants, registrants and others.  
• Arrange and schedule meetings and tele-conferences between registrants, complainants, counsel and CIs.  
• Liaise with monitoring staff, Regulatory Compliance Officers (RCOs) and CIs to finalize educational agreements.  
• Transcribe audio recordings of meetings and tele-conferences to prepare summaries with respect to complaint file investigations.  
• Follow-up with registrants and mentors to ensure educational agreements are signed.  
• Maintain and manage bring forwards.  
• Manage and track entries in database throughout the lifespan of a file.  
• Review and manage the integrity of SharePoint data.  
• Prepare first drafts of investigation memos as required. 

Other Responsibilities 

• Receive, summarize and redirect practice advice calls from registrants.  
• Respond to inquiries in accordance with the Health Professions Act, BCCOHP Bylaws and standards and guidance documents published on the BCCOHP’s website.   
• Train new support staff in the Complaints Department.   
• Provide technical support to the CIs.  
• Insert digital images and records in memoranda.   
• Format and proof documents.  
• Maintain training manuals.  
• Prepare past action documentation.  
• Assist with Inquiry Committee preparation as required.  
• Update database as required.  
• Liaise with the Legal Department on HPRB matters as required.  
• Provide back-up to the Intake Lead in receiving and responding to complaints-related public calls as required.   
• Meet with and assist walk-in complainants as required.  

• Minimum three years of office experience.  
• Experience as a legal assistant preferred.  
• Strong clerical and administrative skills.  
• Strong background in customer and client relations.  
• Exceptional organizational skills with the ability to multi-task, prioritize, and meet tight deadlines in a fast-paced environment. 
• Strong critical thinking, analytical, and problem-solving skills.  
• Attention to detail and dependability are second nature. 
• Ability to handle sensitive and confidential information with discretion.  
• Exceptional communication skills, both written and interpersonal, with a demonstrated ability to draft clear, professional correspondence and effectively engage with internal/external individuals. 
• Proficiency with Microsoft Office, databases, web-based tools, electronic filing, content/document management, cloud-based applications and intranets along with advanced computer skills, including internet, phone, and video conferencing tools.  
• Resilient and calm under pressure, with the ability to adapt to changing priorities and handle multiple tasks and projects simultaneously.  
• Anti-racism and/or diversity, equity and inclusion training or equivalent self-directed training is an asset.   
• Indigenous Cultural Safety training or equivalent self-directed training is an asset.   
• Remote work experience and experience in a regulatory, not-for-profit environment or post-secondary environment is an asset.  

Work Hours

BCCOHP's regular hours of business are 8:30 am to 4:30 pm, Monday through Friday. This is a full-time permanent position, requiring 35 hours per week (7 hours per day).

Flexibility

BCCOHP offers flexibility for a hybrid work arrangement depending on the role and operational needs. The number of days required to be in office for this position is dependent on operational needs and workload.

We also offer core work hours between 9:30 am - 2:30 pm. The successful candidate may adjust their work day as long as they are working within the set core work hours, and depending on operational needs.

The successful candidate will be offered a competitive compensation and benefits package and can typically expect a starting annual salary between $59,541.48 and $66,984.17 depending on factors such as skills, experience, and education relative to the requirements of the role. Salaries are reviewed annually based on performance and market trends, allowing employees to potentially earn up to the maximum of the current pay band, $74,426.85.

BCCOHP offers the following benefits and perks:

• Extended health and dental benefits plan
• RRSP contributions
• Parking/transit subsidy
• Paid time off (15 vacation days, 5 sick days, and 7 personal days per year)
• Maternity/parental leave top-up
• Annual professional development allowance
• Office closures in addition to statutory holidays including Easter Monday and winter office closure (December 24th to January 1st each year)
• Early office closure on Fridays during the summer