Intake Advisor

at  BC College of Nurses and Midwives

Status: Regular, Full-Time
Number of Positions: 1
Work Location: Hybrid, Vancouver B.C. (a minimum of 2 days in office)

WHO WE ARE

The British Columbia College of Nurses & Midwives (“BCCNM”) is the college empowered under the Health Professions Act to regulate the practice of all licensed practical nurses, nurse practitioners, registered midwives, registered nurses, and registered psychiatric nurses in British Columbia. Regulation helps to protect the public by ensuring that professional care or service received by the public is competent, ethical, and meets the standards that society views as acceptable.
As western Canada’s largest health profession regulator, we believe a diverse and inclusive team enriches our efforts to protect the public. We welcome applications from all who reflect of the communities we serve, and especially encourage Indigenous Peoples and members of equity-seeking groups to apply. We believe diverse perspectives and experiences bring both innovation and better outcomes to the work we do and the decisions we make.

YOUR EDUCATION & SKILLS

• Baccalaureate of Nursing (BSN) or Social Work (BSW) required, with a master’s degree in nursing or social work preferred. A combination of BSN plus additional education and experience in critical thinking, writing, organization skills, dealing with conflict, and managing challenging people dynamics will be considered.
• Five to seven years of nursing or social work experience in progressively more responsible positions, or profession-focused regulatory experience, or progressive investigative experience.
• Direct experience working in risk management, investigative, or management capacity in healthcare and/or in ADR in a healthcare environment. Knowledge of trauma-informed investigative practice is crucial.
• Demonstrated understanding of diversity, inclusion and cultural safety and humility as they apply to investigations, regulatory complaints resolution process and healthcare.
• Ability to accurately interpret legislation, bylaws and policy.
• Must have strong risk assessment as well as excellent communication and writing skills.
• Demonstrated ability to work collaboratively with various levels of internal and external stakeholders.
• Excellent interpersonal, conflict management and mediation/resolution skills are essential to the position. The ability to work with individuals to minimize confrontation and to focus on problem solving in order to achieve mutually satisfactory resolution to issues is required.
• Advanced skills and experience using MS Office, MS CRM Dynamics, MS SharePoint, Webex, web browsers and search engines.
• Understanding of administrative law processes, and experience in investigations, and/or mediation and negotiation will be given preference.
• If a nurse, must hold practising registration in good standing with BCCNM or be eligible for practising registration with BCCNM. If a midwife, must hold practising or non-practising registration in good standing with BCCNM.
• Knowledge of the Health Professions Act (HPA), Declaration on the Rights of Indigenous Peoples Act (DRIPA), and BCCNM bylaws is an asset.
• Knowledge of Canadian colonial impacts on Indigenous people in social and health contexts, including social, economic, political, and historical realities impacting Indigenous communities and knowledge of Indigenous-specific anti-racism and accompanying reports (e.g. The Truth & Reconciliation Commission’s 94 Calls to Action (2015), the In Plain Sight Report (2020), and Reclaiming Power and Place’s Calls for Justice (2019)) is an asset.
• Demonstrated understanding of equity, diversity, inclusion, and cultural humility as they apply to health care is an asset.

Reporting to the Director, Inquiry, Discipline & Monitoring (IDM), the Intake Advisor is responsible for implementing processes related to the intake and case management of complaints from members of the public, registrants, employers and others about the professional conduct of registrants. The Intake Advisor supports the daily work of the Intake team through the case management phases to ensure that incoming complaints are responded to in the appropriate manner. The Intake Advisor conducts investigations, prepares reports and liaises with relevant stakeholders.

Key responsibilities include:

• In collaboration with the Director, IDM, initiates, implements, and manages the steps necessary for the appropriate streaming of complaints.
• Supports and provides day-to-day guidance to the Intake Coordinators in the initial assessment of complaints by conducting file review and preliminary investigations, particularly for those involving multiple allegations, sensitive or complex issues, for the purpose of establishing the sufficiency and clarity of the allegations and to assess risk mitigation.
• Under the direction of the Director, IDM, supports project development and implementation related to IDM Intake process to ensure alignment with legislative, by-law and policy changes.
• Conducts investigations such as preliminary investigations and other investigative activities associated with complaints under the authority of the Registrar and to a lesser extent, Inquiry Committee using a trauma-informed, culturally safe, culturally humble and antiracist approach.
• Prepares reports for the Inquiry Committee for review and reports for the Registrar/CEO for complaint dismissal.
• Liaises with employers to provide guidance and information about their duty to report, the complaint process, and to assist them in making clear and effective complaints in cases including serious clinical competency issues.
• Liaises with complainants or potential complainants in a supportive and helpful manner to ensure they understand the role of the College and its jurisdiction, the purpose of the complaint process and, if necessary, to manage expectations by explaining potential outcomes in neutral and realistic terms.
• Under the direction of the Director, IDM and/or the Intake Consultant, supports the development and implementation of program processes where complaints are managed through an alternative dispute resolution path.
• In collaboration with the Intake Consultant, supports complainants referred to the program by:
• Assisting complainants or potential complainants through the complaint process and facilitating when appropriate and in accordance with the HPA and BCCNM bylaws, an early resolution of the complaints
• Providing focused support to the complainants with the submission and preliminary analysis of new complaints, particularly those involving sensitive issues, multiple allegations and/or significant issues for the purpose of understanding the scope of the complaint and clarifying the allegations and triaging appropriately
• Supporting the navigation of the system for Indigenous complainants and assisting with the review and planning of a culturally safe alternative dispute resolution process
• Demonstrates a commitment to ongoing learning related to Indigenous cultural safety and humility and supporting organizational actions towards addressing indigenous-specific racism in BC’s health care system.