• Complaints Director
  • Position: Complaints Director
  • Job/Opportunity Number: AYWC-507378
  • Unit/Department:
  • Organization: Alberta Dental Association & College
  • Website: www.dentalhealthalberta.ca
  • Location: Edmonton
  • Term: Permanent; full-time
  • Posting Date:
    November 8, 2020
  • Deadline to Apply: November 24, 2020
  • Compensation:

    The Alberta Dental Association and College (ADA&C) registers dentists and provides leadership to the dental profession on professional regulations and member services. Additionally, the ADA&C provides the public with information and services to ensure that Albertans receive safe, appropriate, ethical and quality dental care as an integral part of general health and provides leadership to the dental profession on professional regulations and member services.

    For more information on regulatory bodies and their consumer protection mandate, visit the Canadian Regulatory Guide.


    The Complaints Director position is a senior management position reporting to the Chief Executive Officer. This position functions independently using discretion, judgment and knowledge of established policies and procedures of the organization. This position also serves as a member of the senior management team, participating with other senior management staff and CEO in charting the direction of the Organization.

    Key Accountabilities
    •  Manage all complaints and information collected and processed under the Health Professions Act and other relevant legislation, by ensuring that all complaints and information acquired and leading to an investigation is compliant with relevant legislation;
    • Conduct complaint investigations and ensure that the process proceeds according to administrative fairness principles and procedures, and upholds the trust and confidence of the public, members, government, and the dental profession at large;
    • Oversee the Professional Conduct Department to ensure the effective and efficient management and tracking of complaint and investigation files, including summary reporting, from intake through to compliance monitoring and enforcement of settlement or hearing decisions;
    • Carry out duties as required for hearings tribunals and appeals;
    • Respond, on behalf of the ADA&C, to external inquiries or reviews regarding complaints and the investigation process at the ADA&C, as well as responding to external inquiries or reviews regarding the conduct of members; and
    • Liaise and participate as appropriate, on behalf of the ADA&C, in collaborative matters with other regulatory bodies, the dental profession, and government.

    Success in the first year will be determined by the candidate’s ability to:

    • Utilize administrative control to effectively deal with any backlog of files, and to meet appropriate timeline expectations for dealing with complaints;
    • Demonstrate confidence in decision making while advising ADA&C members on matters under discussion;
    • Ensure complaints procedures are conducted objectively, thoroughly, and fairly;
    • Continue advancing process improvement initiatives within the complaints sector of the ADA&C; and
    • Build strong and trusted relationships within the complex multi-stakeholder environment within which ADA&C works.

    The successful candidate will have the following:


    • Bachelor of Laws degree is required; and
    • Education in a health-related discipline is considered and asset.


    • Prior experience working in a complaints capacity with a regulatory body, combined with an advanced understanding of administrative law is required;
    • Possesses knowledge and understanding of the Health Professions Act and other relevant legislation (Health Information Act, Protection of Information and Privacy Act, etc.) related to the administration of the practice of dentistry in Alberta; and
    • Prior leadership experience considered an asset.

    Competencies and Attributes

    • Commitment to upholding regulatory accountability in a best practice environment;
      • High level of tact and discretion and ability to maintain confidentiality;
    • Unimpeachable integrity;
    • Excellent communication skills, both written and verbal;
    • Excellent organizational skills and attention to detail;
    • Ability to exercise judgment and decision-making skills;
    • Excellent critical thinking skills;
    • Demonstrated leadership ability;
    • Commitment to combined regulatory/association values;
    • Collaborative leadership style;
    • Interested in leading a team and working to help them build their competencies and experience;
    • Comfortable in having forthright and potentially difficult communications on regulatory processes and accountabilities with members; and
    • Dedicated to a consistent, process-oriented approach with a commitment to the administrative process.
    How to Apply

    Please send your resume in Word or PDF format to: pies_edmonton@optimumtalent.com . Copy and Paste the following job title and code and place it in the subject line of your email so we can identify the job and confirm receipt of your application:
    AYWC-507378 Complaints Director – Alberta Dental Association and College – AB – Edmonton and Area (OTIAPPLY)

    Please note that only those candidates meeting the selection criteria, established by our client, will be contacted further. Although we may not contact you directly for this particular role, all applications will be reviewed as we would like to consider you for future opportunities that may be appropriate. We encourage you to continue to visit our website at optimumtalent.com as our opportunities are updated on a regular basis.