• Position: Complaints and Resolution Officer
  • Job/Opportunity Number:
  • Unit/Department:
  • Organization: Ontario College of Pharmacists
  • Website: www.ocpinfo.com
  • Location: Toronto
  • Term: Permanent; full-time
  • Posting Date:
    November 25, 2021
  • Deadline to Apply: December 27, 2021
  • Compensation:

    The College’s mandate is to serve and protect the public and hold Ontario’s pharmacists and pharmacy technicians accountable to the established legislation, standards of practice, code of ethics and policies and guidelines relevant to pharmacy practice.

    The College also ensures that pharmacies within the province meet certain standards for operation and are accredited by the College.

    To learn about licensing, professional regulation, and the consumer protection mandate of Canadian regulatory bodies, visit the Canadian Regulatory Guide.

    Position Summary
    • Receive and manage all incoming complaints from the time the criteria of a complaint is identified to when it is disposed of by the Inquiries Complaints and Reports Committee (“ICRC”).
    • Receive and manage all incoming reports about potential incapacitated Members from the time the report is received to when it is disposed of by the Health Inquiry Panel of the ICRC. Collaborate with Legal Conduct when allegations of professional misconduct are referred to the Discipline Committee or when a Health Inquiry is referred to the Fitness to Practice Committee.
    • Conduct all investigations in an unbiased and impartial manner that is procedurally fair to all the parties by adhering to the investigation requirements set out in the Regulated Health Professions Act (RHPA).
    • Represent the College at ICRC meetings and at the Health Professions Appeal and Review Board (“HPARB”) to answer questions regarding the case file.
    What you’ll do at OCP


    • Set up and coordinate complaint and health inquiry files. Simultaneously, monitor files by updating status and information regarding investigation in RADAR.
    • Prepare an investigative plan for all files, including forecasting legislated and organizational timelines. Identify the additional information required to dispose of investigation. Identify potential obstacles and proposing solutions as required.
    • Conduct investigations in an unbiased and sensitive manner that is procedurally fair to all the parties by adhering to the investigation requirements set out in the Regulated Health Professions Act (RHPA).
    • Prepare files for ICRC meetings (i.e. review/finalize record of investigation prepared by Program Administrator/Associate and verify all documents as a final check) and participate in weekly pre-ICRC teleconferences. If requested by the ICRC, gather additional information.
    • Attend ICRC meetings via teleconference to answer questions and take notes for file completeness, when necessary.
    • Act as resource to Discipline Committee and Fitness to Practice, correspond with Legal Conduct and College prosecutors.
    • Review draft ICRC decisions and reasons as requested, and provide comments to Decisions Lead as part of the finalization process.
    • Provide weekly statistical reports to Manager, Investigations for reporting purposes to Executive team. Identify issues in files which will result in delays or requiring prosecutorial assessments.
    • Continually examine work processes and explore opportunities for efficiencies through technology, elimination or altering of processes/practices and make recommendations to Manager, Investigations and Business Processes.

    Complaints Investigations

    • Conduct Introductory calls with complainants to clarify the issues, obtain additional information and inform them of the complaints process. Identify files that may be appropriate for resolution/withdrawal by analyzing risk and standards of practice. Offer resolution/withdrawal where appropriate.
    • Gather relevant information through interviews and request documentation (additional pharmacy records, physician/hospital records, witness statements). Analyze information collected during the course of the investigation to evaluate whether the ICRC will have adequate information to dispose of the complaint.
    • In appropriate cases and upon the request of the complainant, prepare a withdrawal memorandum to the Registrar for approval including a summary of the complaint and other relevant documents, and proceed as directed by the Registrar.

     Health Inquiries 

    • Receive and manage all incoming health inquiries, including analyzing records and reviewing memo to Registrar for s.57 direction. Call member to obtain additional information and inform them of health inquiry process and resources available to them.
    • Communicate with healthcare practitioners/facilities to obtain relevant medical records.
    • Collaborate with external providers regarding monitoring contracts and attend quarterly meetings to obtain updates on registrants.
    • Gather relevant information through interviews and request appropriate documentation. Analyze information collected during the course of the health inquiry on an ongoing basis. Flag potential interim orders or risk to public to the Manager, Investigations.
    • Draft s.57 report for review by the Health Inquiry Panel. Analyze information gathered during inquiries and evaluate important information to be included in report. Summarize information from the member, medical records and witnesses in a clear and concise format.
    • Attend Health Inquiry Panel meetings via teleconference or in-person to obtain direction on next steps for the investigation, including reasonable and probable grounds for Independent Medical Examination, information to be included in the Health Inquiry Panel’s final report, and additional information as required.
    • Coordinate and prepare documentation for Independent Medical Examination as directed by the Health Inquiry Panel.
    What we’re looking for
    • Excellent time management and organization skills
    • Proven ability to prioritize workload based on legislated timelines, organizational risk and public protection
    • Tact and diplomacy; ability to deal effectively with stakeholders over the telephone and in person and defuse difficult situations as required
    • Judgment and discretion; ability to maintain the confidentiality of sensitive file material and information
    • Excellent written, verbal and interpersonal skills with an ability to work in team settings
    • Proven ability to draft clear correspondence
    • A focus on customer service with all stakeholders
    • Ability to solve problems independently and a willingness to tackle new challenges and upgrade skills when required
    • Computer proficiency with Microsoft Office, Adobe Acrobat Pro and relational databases
    • Knowledge of legislation in order to respond to concerns and identify discrepancies
    • Experience in effectively coordinating multiple projects, executing multiple tasks simultaneously and efficiently while working with conflicting priorities in a fast-paced environment
    • Exercise judgment and use discretion with highly confidential materials
    • Strong analytical and problem-solving skills
    What experience we prefer
    • Diploma in a related field such as administration or equivalent.
    • Must have 2-3 years of related experience in a regulatory / investigative environment.
    • Pharmacy degree or pharmacy technician diploma is an asset.
    Why work for us?

    We are the registering and regulating body for the profession of pharmacy practice in Ontario with a mandate to service and protect the public interest.  In addition to ascertaining all registrant meet professional standards, the College sets and ensures ongoing adherence to professional and operational standards as it leads the advancement of pharmacy.

    If you are interested in joining the College, please forward your cover letter and resume in confidence, by December 27, 2021, stating salary expectations.

    OCP is committed to supporting accessibility and diversity.

    Requests for accommodations can be made at any stage of the recruitment process.

    Applicants need to make their requirements known when contacted.

    We wish to thank all applicants for their interest in this position. We will only contact those whose skills, knowledge, and experience most closely match the requirements of the position.