Complaints Officer
About The Position
The Alberta Public Service works to build a stronger province for current and future generations. We make a difference in the lives of Albertans through rewarding and diverse career opportunities. The Ministry of Assisted Living and Social Services leads housing, assisted living and continuing care, seniors, income, employment and homelessness supports, disability services, and other social-based programs. The Licensing and Compliance Monitoring (LCM) licenses and monitors over 1200 publicly and privately funded supportive living and continuing care accommodations, and publicly funded hospice and home care agencies. We are looking for a strategic and adaptable professional who can navigate complex situations and deliver sound outcomes. You must bring strong judgment, resilience, and the ability to collaborate effectively in a fast-paced environment. Reporting to the Manager, Complaints Unit, the Complaints Officer is a supervisory contact who manages divisional complaints, incidents and related correspondence under the Continuing Care Act (CCA). The role triages, profiles, and resolves external stakeholder complaints related to alleged contraventions of the Act, its regulations, and standards, working independently while collaborating with subject matter experts on complex files. The position also supports external communications by responding to complaints and ensuring consistent, effective approaches with internal stakeholders. Overseeing a team of Intake Officers, the Complaints Officer monitors trends, flags emerging issues, and ensures accurate profiling to support reporting. Using data insights, the role informs improvements to complaint policies and processes, anticipates pressures, and contributes to proactive strategies. Working in a high-pressure environment, the position provides timely, accurate advice and collaborates across teams to ensure clear and accurate reporting on operations and issues.
Requirements
- The ability to triage, escalate, track, and lead resolution of public complaints in a timely manner.
- Strong analytical skills to assess issues, identify solutions, and support effective decision-making.
- The ability to forecast complaint volumes using data, trends, and awareness of Alberta’s socio-political landscape.
- Professional communication skills aligned with divisional and government messaging when engaging complainants.
- The ability to collaborate with internal teams and stakeholders to resolve complex issues affecting Albertans.
- The ability to build and maintain productive relationships across the Division, Ministry, and external partners.
- Knowledge of complaints resolution, de-escalation, and issues management practices.
- Strong prioritization skills to manage multiple tasks in a fast-paced, high-volume environment.
- Strong time management skills and attention to detail to ensure accuracy in handling sensitive information.
- The ability to work independently with minimal supervision while supporting team and organizational objectives.
- University graduation (4 years) in public policy, social sciences, health administration, dispute resolution or a related field plus 2 years of progressively responsible related experience such as Complaints Management, Investigations, Case Management, Regulatory Compliance, Conflict Resolution, Government Program Administration, Quality Assurance, etc.; or equivalent.
- Directly related education or experience considered on the basis of: 1 year of education for 1 year of experience; or 1 year of experience for 1 year of education.
Nice To Haves
- Experience with complaints management or case tracking systems.
- Experience managing high-volume intake, triage, or call centre-style workflows.
- Experience in investigations, compliance monitoring, or regulatory enforcement support.
- Experience working with policies, standards, or legislative/regulatory frameworks.
Responsibilities
- Acting as the primary point of contact for incoming complaints, ensuring timely, appropriate responses and overall file management.
- Assessing the nature, severity, and complexity of complaints using evaluation tools and contributing to improvements in assessment methods.
- Overseeing Intake Officers’ work, monitoring call quality, and ensuring complaints are handled accurately and consistently.
- Triaging complaints, identifying cases for expedited handling, and referring matters to appropriate authorities when required.
- Maintaining accurate data in complaint tracking systems, ensuring completeness and reliability for reporting and analysis.
- Reviewing and verifying documentation, managing complaint files end-to-end, and ensuring proper follow-up and resolution.
- Collaborating with program areas and subject matter experts on complex files, ensuring alignment and quality of communications.
- Identifying trends and systemic issues, contributing to the development and improvement of complaint policies and processes.
- Using de-escalation, conflict resolution, and relationship-building techniques to manage interactions with complainants.
- Supporting issue management by contributing to briefings, leadership updates, and responses to sensitive or high-risk matters.
Benefits
- Public Service Pension Plan (PSPP)
- Professional learning and development
- Positive workplace culture and work-life balance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
