Summary

The Complaints Resolution Process provides the Association a mechanism to protect public interest and encourages public confidence. The Complaints Director has a vital role in upholding the integrity and credibility of the Association by ensuring appropriate implementation of Article X and associated policies and procedures.

Description

Position Summary:
The Association’s Bylaw, Article X Complaints Resolution Process is a comprehensive process to manage the resolution of complaints received by the Association relating to professional conduct of members. 

The Complaints Resolution Process provides the Association a mechanism to protect public interest and encourages public confidence.  The Complaints Director has a vital role in upholding the integrity and credibility of the Association by ensuring appropriate implementation of Article X and associated policies and procedures.

This position provides leadership for the implementation and administration of Article X of the Association’s Bylaws.

Major Duties & Responsibilities:
In accordance with the Association’s Bylaws the Complaints Director shall oversee, support and manage the Complaints Resolution Process under the supervision of the CEO.

Receiving Complaints

  • Assess all complaints about NHPC members to identify risk to public and public safety issues.
  • In consultation with the CEO assess whether a submission would be considered conduct justifying a complaint that should be dealt with in the formal complaint process  or whether the complaint should be dealt with through another avenue (e.g. NHPC practice management or the criminal court).
  • Impose, if deemed appropriate, any interim conditions or suspensions imposed by the Ethics Committee.
  • Keep appropriate parties informed as outlined in policy and procedure.   

Complaint Investigation and Resolution

  • Prepare materials for the Ethics Committee to review during their regular or monthly meetings.
  • When appropriate, encourage, facilitate, or mediate resolution between complainant and member using an externally contracted mediator.
  • Conduct an investigation by contracting and working with investigators
  • For all complaints review and provide analysis to the Ethics Committee on investigative and/or expert reports.
  • Follow procedures for Article X including referring the matter to Sanction Committee or to implement an Arbitration Hearing, when appropriate.
  • Reviews Agreements of Undertakings, Statement of Agreed Facts and/or any other documents drafted by legal counsel
  • Follow procedures to implement a Sanction, when required, and monitor the required actions implementing procedures in the case of a contravention.
  • Follow procedures in addressing an appeal from a member.

Administration

  • Record keeping, management of informal and formal files maintaining high confidentiality and privacy.
  • Facilitate the development, implementation and evaluation of initiatives, including writing policies and procedures aimed at enhancing the effectiveness of the Association in relation to public interest and member adherence to Code of Ethics and Bylaws.
  • Uphold the role of Privacy Officer for the association and in conjunction with the Privacy committee ensure the Association is adhering to all privacy and data legislation laws that apply.
  • Troubleshoot challenges that appear to be affecting the membership as a whole.
  • Represent the Association as needed at functions relevant to this role.

Any other duties as assigned including reception duties as well as working NHPC sponsored events after hours.

You are expected to carry out your responsibilities in a manner that is consistent with HR policies as well as NHPC principles and values.

Knowledge & Qualifications:

  • Ability to balance the Association’s public interest mandate with fairness, transparency, and respect for the rights of the member.
  • Possesses excellent writing, verbal, and interpersonal skills
  • Ability to bring diverse individuals together and explain complex processes to others when they are experiencing high stress and extreme emotions.
  • Possesses strong organization and process skills.  Meets deadlines and is able to prioritize a diverse workload working well under pressure.
  • Must be politically and organizationally astute.
  • Understands the broad view perspective while recognizing the value of strong and consistent ethical decisions.
  • Demonstrates common sense and intuitive judgment making pragmatic decisions in the best interest of the Association. 
  • Possess high ethical standards and an uncompromising sense of integrity. 
  • Ethics and behavior are in alignment with values of the Association and fosters a culture of integrity throughout the organization.

Education & Experience

  • Familiarity with remediation and investigation of public complaints processes about members of an association is an asset
  • Education and/or experience with investigating and analyzing information regarding member status
  • Experience coordinating multiple parties in a complex process
  • Having relationships and/or familiarity with Municipal and/or insurance companies investigation units is an asset
  • Knowledge of and/or experience in the natural or holistic health profession, including professional standards, ethics, informed consent, and scope of practice, is an asset.

Reporting & Authority:
This position reports to the CEO who must be kept informed throughout the process.
The Complaints Director the first point of contact for police authority, city licensing, bylaw officers, inspectors, in any matter of unprofessional conduct of a member.
When appropriate, liaise with internal NHPC staff:

  • Practice Competency/Management for supervision and monitoring of the Member,
  • Membership and Administration and Industry Relations regarding member status
  • Registrar regarding eligibility criteria for membership
  • Communications regarding potential public communications.