About

• Position Summary
• The Administrative Associate, Intake & Support Programs plays a crucial role in processing complaints and statutory reports from the initial intake stage to the investigation stage under the Health Professions Act (the “HPA”) and providing administrative support to the Administrator of Support Programs and the Officer of Support Programs, under the Health Professions and Occupations Act (the "HPOA").
• The role is responsible for the regular collection of complaints and statutory reports (the “Matters”) submitted to the College through various means, and ensures the Matters contain a sufficient level of detail upon which to proceed, seeking additional details as/when needed. The Administrative Associate, Intake & Support Programs also confirms the allegations made as well as conducts preliminary assessments of the complaints in order to ensure proper complaint management and processing.
• A key aspect of this role involves communication with relevant parties regarding the complaints and investigations process within the College. The Administrative Associate, Intake & Support Programs engages in daily communications with members of the public and registrants. Once the Health Professions and Occupations Act comes into force and effect, the individual in this role will also maintain regular communications with members of the public regarding the College’s support programs.
• Internally, the Administrative Associate, Intake & Support Programs engages with licensure staff, practice advisors and investigations staff as required in order to carry out intake and support functions and/or provide information to support licensing processes within the College.
• Supervisory & Reporting Responsibilities/Relationships
• Reports to: Manager, Intake & Support Programs
• Direct supervision: N/A
• Duties & Responsibilities

1. Intake and Triage of Complaints

• Manages the intake, logging and categorization of complaints, reports and mandatory notifications.
• Conducts preliminary assessments of complaints, including preliminary risk assessments, preliminary assessments of the College’s jurisdiction to deal with the Matters and preliminary checks for conflicts of interest and bias.
• Identifies the initial complexity level of the complaint, the appropriate decision maker (Registrar or Inquiry Committee) and any Matters that may result in interim limits/conditions (extraordinary action).
• Assists with the collection and documentation of information from complainants, reporters or other sources. Drafts intake memos as required.
• Communicates with complainants and relevant parties to provide updates on the status of their complaints.
• Assists with the transfer of investigation files to investigators.
• Maintains confidentiality and ensures the security of sensitive personal health and other information subject to the Freedom of Information and Protection of Privacy Act.
• 2. Support Programs
• Supports the Manager, Intake & Support programs with the implementation and ongoing function of programs that support complainants, such as plain-language resources, intake navigation, and culturally safe processes.
• Assists with support mechanisms for registrants involved in complaints (e.g. providing information and guidance).

3. Reporting and Record-Keeping

• Maintains accurate and organized records related to the intake of complaints, reports, and related matters.
• Creates and manages electronic files, correspondence and documents within SharePoint and other Caseload Management Software; assigning file numbers and redacting documents as needed.
• Assists the Manager, Intake & Support Programs with the preparation of data and reports for internal and/or external parties.

4. Communication with Relevant Parties

• Provides timely, trauma-informed and courteous responses to registrants, complainants and the public through phone and email regarding complaints processes and policies.
• Drafts and sends correspondence in response to general enquiries or case-related communications.
• Acts as a point of contact for internal and external inquiries regarding the status of complaints.
• Liaises with regulatory committees, legal staff, and other relevant parties as necessary.

5. Process Improvement

• Identifies areas for process improvements related to team workflow.
• Assists with the development and implementation of improved administrative procedures.
• Ensures adherence to the College’s policies and procedures and supporting continuous improvement in service delivery.

6. General Administrative Duties

• Assists with general office tasks such as filing, data entry, and organizing meetings for the IDM team.
• Manages calendars and schedules appointments for meetings pertaining to Intake and Support Programs matters.
• Supports special projects or additional tasks as required by management.

• Qualifications/Skills
• Strong customer service skills and excellent oral and written communication.
• Exceptional process-level thinking, organizational skills and attention to detail.
• Ability to carry out trauma-informed and culturally safe communications.
• Tech savvy with excellent working knowledge of cloud computing systems, Microsoft Office suite (SharePoint, Word, Excel, Outlook), Adobe Acrobat Pro and membership databases (Alinity or other).
• Track record of maintaining confidentiality and discretion of information received while performing work functions.
• Demonstrated ability to work productively within a team but also independently.
• Collaborative spirit with a passion for fostering regulatory excellence.
• Demonstrated understanding of diversity, inclusion, and cultural safety and humility as they apply to investigations, professional regulatory complaints resolution processes, and health care.
• Strong commitment to public safety and upholding the standards of professional practice.
• Awareness of the Health Professions Act and Health Professions and Occupations Act and their application to the work of CHCPBC.
• Awareness of the Declaration on the Rights of Indigenous Peoples Act (2019) and Action Plan (2022-2027) and their application to the work of CHCPBC, including awareness of a distinctions-based approach related to Indigenous Peoples.
• Awareness of and commitment to learning and understanding the Truth & Reconciliation Commission’s 94 Calls to Action (2015), the In Plain Sight Report’s 24 recommendations specific to healthcare in BC (2020), and the 231 Calls for Justice in Reclaiming Power and Place: National Inquiry into Missing and Murdered Indigenous Women & Girls Final Report (2019) and how they intersect across the health care system.
• Commitment to ongoing learning related to Indigenous cultural safety and humility.
• Salary & Benefits
• The full-time compensation for this position is $55,890-$65,753 annually based on a 37.5-hour work week.
• The starting salary will be determined based on factors such as the successful candidate’s job-related knowledge, skills, experience; salaries of other employees in the same salary range; market conditions and other relevant factors.
• The College provides competitive compensation and an attractive benefit package.
• We have a flexible work environment that includes a hybrid/remote work model with an assigned schedule. We offer opportunities for personal and professional growth; provide flexibility; strive for work-life balance; and provide an excellent and dynamic work environment where innovation, teamwork and creativity are highly valued.
• The College deeply values and celebrates diversity, understanding that it is not just about representation, but about the active inclusion, empowerment, and support of individuals with a wide range of skills, backgrounds, identities, and lived experiences. We acknowledge that diversity is essential to our success and resilience, and we strive to build an environment where every individual is recognized, respected, and provided with the space to thrive. We honour and actively support employees who identify with a broad spectrum of communities, including but not limited to, those who self-identify as First Nations, Metis, Inuit/Inuk, Black, racialized persons, 2SLGBTQIA+, gender diverse, disabled, and neurodivergent individuals.
• Our commitment goes beyond representation - we aim to create a culture of belonging, where diverse perspectives are not only heard but celebrated, and where people feel safe, valued, and supported. We are dedicated to fostering an open, welcoming and inclusive work environment where all employees can bring their full, authentic selves to their work. We recognize that true diversity requires the active dismantling of systemic barriers and the continuous support of equity deserving groups.
• As a College, we aspire to employ, support, and empower staff who reflect the rich diversity of the communities we serve across British Columbia, ensuring that our team is representative and responsive to the varied needs and lived experiences of those who rely on our services.