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Complaints Director

The College of Registered Nurses of Alberta (CRNA) is a regulatory college under the Health Professions Act (HPA). Our vision is excellence in nursing regulation for the health of all Albertans. Our objective is people-first, and we are committed to attracting the best people, engaging, and developing a workforce that embodies our values of integrity, respect, accountability and professionalism. The CRNA is committed to meeting and exceeding its legislative responsibilities by using a Right-touch relational regulatory approach. 

The Complaints Director is responsible for implementing the strategic direction of the CRNA's professional conduct/processes and the day-to-day management of the conduct team with the goal of creating public confidence in the CRNA's complaint and accountability processes. Day-to-day responsibilities include the management and quality improvement of legislated Complaints Director responsibilities such as complaints, investigations, acting on complaints, agreements, referrals, placing conditions and all other legislated duties, as set out in the HPA, through interpretation of the HPA, staff and resource management and evaluation of outcomes and processes. 

Your Primary Responsibilities

  • Oversee professional accountability process to ensure legislative compliance, transparency and administrative fairness with the goal of creating public confidence in the CRNA 
  • Provide strategic leadership (short-term and long-term goals and objectives), including the development and advancement of regulatory processes and initiatives in a fair and proportionate manner in the public interest 
  • Supervise the conduct team, including recruitment, retention, scheduling, coaching and performance management 
  • Develop and implement conduct policies and procedures in alignment with the CRNA's strategic direction, and Right-touch Regulation principles  
  • Manage resources in conduct area, including recommendations for appropriate staffing, budget, and process design 
  • Provide statistical reporting to Council and government as required 
  • Draft referral allegations and/or reasons for dismissal 
  • Consult with the CRNA's legal counsel and provide direction regarding allegations and/or evidence and appropriate sanction 
  • Implement and evaluate system processes consistent with Right-touch Regulation to ensure proportionate, fair and timely investigation, discipline and remediation of members 
  • Ensure confidence in the CRNA profession conduct process through: 
  • Oversight of decisions regarding initial complaint resolution 
  • Analysis of investigations reports and evaluation of evidence to determine appropriate resolution of complaint 
  • Negotiate consensual resolution of complaints when appropriate 
  • Orders and Referrals s65 (suspensions)/s70 (member admissions)/s118 (fitness to practice) 
  • Alternate complaint resolution when appropriate 
  • Implement and participate in initiatives aligned with Council’s strategic directions such as diversity, equity and inclusion
  • Contribute and participate in CRNA diversity, equity and inclusion which includes the CRNA's commitment to Truth and Reconciliation initiatives with a lens to implement processes into conduct as advised by the Chief Conduct Officer 
  • Contribute to legislative, standards and bylaw consultations as required 
  • Foster a professional and collaborative relationship with senior leadership team, management and external stakeholders


What You Possess

  • Bachelor's' degree in a health-related field, business administration or undergraduate degree plus law degree preferred
  • A master’s degree in a health-related field, business or public administration considered an asset
  • 10-14 years progressive management experience, including administrative law, healthcare management or legislation
  • Combination of equivalent education and experience will be considered
  • Eligible for CRNA registration or regulated by another regulatory college is an asset
  • Formal adjudicative experience, working knowledge of and experience with relevant legislation, administrative law and professional discipline is preferred
  • Experience in professional regulation preferred
  • Demonstrated ability to translate a strategic plan into effective operational plans
  • A successful track record in mentoring and coaching
  • Experience leading successful change management initiatives
  • Willingness to address issues directly to constructively resolve conflict and build trust
  • Ability to analyze complex issues, synthesize information, develop options and mentor others in determining the best direction
  • Proven ability to exercise independent judgement and decision-making. In addition, proven ability to work with confidential information and use sound judgement in its safekeeping and disclosure
  • Excellent critical thinking, analysis and problem-solving skills
  • Ability to challenge the status quo in a professional and collaborative manner 
  • Excellent communication skills (including facilitation and presentation) to express ideas, engage various stakeholders and influence action — an active listener who possesses a clear and concise writing style
  • Proven ability to work with people in a positive and motivational manner


What We Offer

  • An ongoing full-time employment opportunity 
  • A competitive salary  
  • Extended health and dental benefits package, including several resources to support mental health and financial wellness  
  • An excellent defined benefit pension plan 
  • Work environment is remote/hybrid  
  • A 7.25-hour workday from Monday through Friday 
  • 12 general holidays and an annual holiday break when our office is closed for the last week in December 
  • Earned vacation days at a monthly rate that equates to 20 days per year to start 
  • An annual self-directed staff development fund to support life-long self-learning and self/family personal health and wellness and services 

If this position sounds like a good fit for your skills, we invite you to submit a resume via email quoting file [PC-06-6000] to by [Dec.1, 2023]. Thank you for your interest.