Complaint Investigator

Department: Complaints

Reporting to: Acting Director, Professional Conduct, Competence & Fitness

Position Type: Permanent, Full-time

Work Location: Vancouver or Victoria – Hybrid

Salary: $92,140.88 - $122,854.50. Please see the Total Compensation and Perks section below for more details.

Position Posted: January 10, 2025

Application Deadline: Open until filled

BCCOHP is seeking a permanent, full-time Complaint Investigator (CI) to join our Complaints team. This position will report to the Director, Professional Conduct, Competence & Fitness (The Director) and will be responsible for supporting the Inquiry Committee (IC) and the Registrar’s delegates by conducting investigations into complaints received from the public and others about oral health professionals in BC including dentists, dental hygienists, certified dental assistants, denturists, dental therapists and dental technicians in accordance with Part 3 of the Health Professions Act (HPA).  

The successful candidate will have a solid working knowledge and understanding of the HPA and its regulations, BCCOHP Bylaws, Standards, Guidelines and Regulatory Policies, adhering to the principles of “Right Touch Regulation” and administrative fairness in a transparent, risk-based and intelligible manner. The CI regularly interacts with complainants and their representatives, registrants and certified non-registrants and their counsel, witnesses and other stakeholders utilizing a trauma informed approach where necessary and in a manner which incorporates cultural safety & humility. 

The CI manages a large caseload of complaints concerning the conduct or competency of any registrant or certified non-registrant, with the protection of the public paramount by prioritizing and expediting investigations based on a risk assessment framework. The CI conducts investigations into complex matters, early resolution complaints which are less serious and other matters which can be dismissed under the Registrar’s Summary Dismissal stream.  

The CI will work collaboratively with other CIs and the Director to ensure the IC receives the information it needs to dispose of complaints by making proportional decisions based on a determination of risk to the public. 

• Review new complaints, identify issues of concern and assess risk/complexity.  
• Conduct complaint investigations by receiving a registrant’s response, assessing treatment records, obtaining any additional information needed from other health professionals, conducting interviews and tele-conferences with complainants, registrants and certified non-registrants and witnesses, and attending mediations, practice audits and inspections. 
• Draft comprehensive investigation reports for consideration by the IC.  
• In collaboration with BCCOHP staff, identify suitable disposition options, including directed education agreements or other learning plans/remediation.  
• Attend Discipline Hearings as a witness or advisor
• Stay current on practice issues related to oral health and the conduct of regulatory investigations. 
• Engage in ongoing education related to the role of Complaint Investigator to ensure currency in practice.  
• Participate in tasks, projects, and programs normally outside the position description which are necessary for the efficient operation of BCCOHP as required. 
• Remain current on changing aspects of dental practice through research, courses and/or experiential practice.  

• Minimum 5 years of investigatory experience in a professional regulation, preferably within a health profession.
• National Certified Investigator and Inspector Training (NCIT) preferred.
• Exceptional organizational skills with the ability to multi-task, prioritize, and meet tight deadlines in a fast-paced environment.
• Exceptional communication skills, both written and interpersonal, with a demonstrated ability to draft clear, professional correspondence, and engage with internal/external individuals.
• Proficiency in Microsoft Office and Adobe, along with advanced computer skills (including use of internet, phone, and video conferencing tools). 
• Experience using a database or customer relations management system and electronic filing systems.
• Strong critical thinking, analytical, and problem-solving skills.
• Attention to detail and dependability are second nature.
• Ability to handle a complex and diverse caseload.
• Ability to handle sensitive and confidential information with discretion.
• Resilient and calm under pressure, with the ability to adapt to changing priorities.
• Demonstrated understanding of anti-racism; diversity, equity & inclusion; cultural safety & humility; and trauma informed approaches.
• Interest in professional regulation.
• Experience or interest in negotiation and conflict resolution.
• Remote work experience and experience in a regulatory or not-for-profit environment is an asset.
• Balanced and adaptable individual with the ability to deal with challenging individuals
• Experienced investigator who is objective, empathetic and trauma informed.
• High energy level and the ability to work independently.

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 $92,140.88 and $107,497.69 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, $122,854.50. Please note that this salary range is based on a 5-day, 35 hour work week.

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