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Intake Advisor

Website BC College of Nurses & Midwives

Do you have experience conducting investigations in a healthcare setting? Do you enjoy program and project development? Does supporting and working collaboratively alongside individuals with the same values and commitment to positively impact the healthcare system sound like a compelling reason for your next career move? The BC College of Nurses and Midwives (BCCNM) has an exciting opportunity for a full-time Intake Advisor!

Status: Regular, Full-Time
Number of Positions: 1
Work Location:  Hybrid (a combination of in-office and remote work)

What you’ll be doing

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 and guides the daily work of the Intake Coordinators through 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.

In addition, the Intake Advisor works closely with the Intake Consultant to support the implementation of the Reporter Support Program and related processes. This includes assisting complainants or potential complainants through the complaint process, facilitating when appropriate and in accordance with the Health Professions Act (HPA) and BCCNM bylaws, an early resolution of the complaints, and supporting navigation of the BCCNM complaints process for Indigenous complainants.

​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 the Reporter Support Program processes where complaints are managed through an alternative dispute resolution path.

Your education & skills ​

  • ​Bachelor’s degree in a relevant field, plus specialized nursing education, health administration or conflict analysis and management education, or a bachelor’s degree in a related field with a demonstrated focus on critical thinking, writing, organization skills, dealing with conflict, and managing challenging people dynamics.
  • Five to seven years of nursing experience in progressively more responsible positions, or profession-focused regulatory experience, or progressive investigative experience.
  • Direct experience working in a 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.

How to Apply

If you are interested in this position, please apply online by 11:59pm on March 27, 2023. This opportunity will remain posted until filled; however, priority consideration will be given to those who apply by the deadline. To see a full list of our current opportunities or to learn more about working at the BC College of Nurses & Midwives, please visit our website at Careers at BCCNM.

Please note: BCCNM is committed to providing a safe and healthy environment for all College staff. Any employee hired must be fully vaccinated against COVID-19 or must have a BCCNM approved exemption before beginning work for the College.


About the BC College of Nurses & Midwives

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.

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