Manager, Intake & Collaborative Resolutions

Department: Investigations & Resolutions

Reporting to: Director, Investigations & Resolutions

Position Type: Permanent, Full-time

Work Location: Vancouver or Victoria - Hybrid

Salary: $93,983.69 - $104,426.33

Position Posted: June 25, 2026

Application Deadline: Open until filled 

BCCOHP is seeking a permanent, full-time Manager, Intake & Collaborative Resolutions (the Manager) to join our Investigations & Resolutions team. This position will report to the Director, Investigations & Resolutions.

The successful candidate will be responsible for providing operational leadership and oversight of intake, triage, and resolution processes and ensures concerns and complaints are screened, prioritized, and managed efficiently in alignment with legislative requirements, BCCOHP Standards and principles of administrative fairness. The Manager supports the Director, Investigations & Resolutions (the Director) in program planning, governance reporting, and continuous improvement initiatives and oversees the Intake & Collaborative Resolutions team. 

Intake & Triage Management

• Oversee the screening and triage of concerns received from the public and Oral Health Professionals (OHPs).
• Appropriately resolve concerns in the collaborative resolution pathway.
• Determine if concerns are safe/unsafe.
• Identify, support, and resolve concerns in accordance with the HPOA.
• Escalate and flag concerns to the Director as necessary.
• Streamline concerns to the collaborative resolution or investigation stream.
• Address inquiries and questions from the public, OHPs, and lawyers.
• Manage databases ensuring information is accurate, confidential, and up-to-date.

Collaborative Resolution Oversight

• Oversee the General inbox and phone line for Investigations & Resolutions.
• Oversee the collaborative resolution processes, ensuring timely and effective resolution of concerns.
• Support and resolve complex concerns, raising them to the Director as needed.
• Collaborate with the Manager, Investigation & Investigation Committee on concerns deemed unsafe.
• Develop documents and templates for collaborative resolutions.
• Work with the Director to develop and refine process for collaborative resolutions.
• Sign off on letters and documentation for the Intake & Collaborative Resolution team.

Team Management and Leadership 

• Contribute to strategic discussions and decision-making for BCCOHP and the Intake & Collaborative Resolution team. 
• Provide leadership, management, mentorship, and supervision of the Intake & Collaborative Resolutions team. 
• Ensure each member of the Intake & Collaborative Resolution team has a clear understanding of their role, accountability, authority, and responsibilities. 
• Conduct performance reviews and planning for each member of the Intake & Collaborative Resolution team.

Organizational Support

• Contribute to the continuous improvement of processes, tools, and documentation.
• Provide operational and strategic support to the Director.
• Contribute to Board reporting, including preparation of updates and performance metrics.
• Collaborate with cross-functional teams to support regulatory operation and organizational priorities.
• Manage the team budget and related expenses and support the Director with annual budget planning.
• Work with the Director to develop and implement new projects and initiatives.
• Other duties as assigned. 

• Education, training, and experience equivalent to an undergraduate degree in law, health sciences, public administration, criminology, or a related field, combined with 5 years' experience in investigations, professional regulation, discipline processes, or equivalent combination of education and experience. 
• Experience in successfully building, developing, and managing a high performing team while ensuring continuous support and guidance to staff.
• Strong understanding of the fundamentals of regulation and the role of a regulator is an asset.  
• Experience in case management is an asset.
• 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.
• Exceptional communication skills, both written and interpersonal, with a demonstrated ability to draft clear, professional correspondence and effectively engage with internal/external individuals.
• Ability to handle sensitive and confidential information with discretion.
• Strategic, tactful and authentic leader who is able to influence at the functional levels.
• Strong critical thinking, analytical, conflict resolution and problem-solving skills. 
• Strong mediation and negotiation skills.
• Attention to detail and dependability are second nature.
• Exceptional organizational skills with the ability to multi-task, prioritize, and meet tight deadlines in a fast-paced environment.
• 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. The annual salary range for this position is $93,983.69 to $ 104,426.33. The salary offered will be determined based on factors such as experience relative to the requirements of the role.

BCCOHP offers the following benefits and perks:

• Extended health and dental benefits plan
• RRSP contributions
• Parking/transit subsidy
• Paid time off (20 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