Commissioner for Complaints and Quality of Services Posting 2024-001

The Nunavik Regional Board of Health and Social Services (NRBHSS), incorporated under the James Bay and Northern Québec Agreement (section 15) as well as the Act respecting health services and social services, covers the entire territory located north of the 55th parallel. Its mission is to adapt health and social services programs to the population’s needs and the region’s realities and to ensure efficient organization of the resources made available to the Nunavik region.

The regional board seeks to fill the following permanent part-time position:

Commissioner for complaints and quality of services

Posting 2024-001

DESCRIPTION

You will play a role at the regional level, in collaboration with the local commissioner in each Health and Social Services Center, if

applicable. You will exclusively assume the functions of regional commissioner for complaints and quality of services, and you will

be able to intervene on your own initiative.

More specifically, its responsibilities will include:

• Receive complaints from anyone who uses the services of a community organization regarding the services they have

received or should have received from the organization, from anyone regarding the exercise of a function or activity

of the regional board that personally affects them, from anyone regarding any customer service, the provision of

which is ensured by the regional board in the context of its functions with regard to the population and users’ rights

as well as from anyone who requires or uses the services of an organization, a company or a person, whose services

or activities are related to the field of health and social services, and with which a service agreement for their provision

has been concluded by the regional board and who cannot otherwise avail themselves of another remedy. Play the

role of conciliator/mediator during the examination of complaints

• Play the role of conciliator/mediator during the examination of complaints;

• In case of inappropriate conduct by a staff member, notify the concerned service, the Director of Human Resources

or the CEO, so that an investigation can be conducted on the case and appropriate measures can be taken;

• Keep a file on each complaint and on the results of the examination, and compile the statistics required by the board

of directors and the Ministry of Health and Social Services of Quebec (MSSS), as well as write an annual report of its

activities and present it to the board of directors of the Regional Board;

• Submit recommendations and follow up as necessary to ensure the improvement of services offered, respect for

clients’ rights, respect for codes of ethics, and client satisfaction;

• Make known the role of the Commissioner for Complaints and Quality of Services, as well as the complaint

examination procedure;

• Transmit to the examining physician complaints that concern members of the Council of Physicians, Dentists and

Pharmacists (CMDP);

• Intervene on his own initiative in case of a problematic situation brought to his attention;

• Formulate recommendations to the board of directors and senior management on all issues related to its functions;

• Collaborate with the various administrations responsible for the quality of services, with a view to continuously

improving quality assurance systems;

• Direct and assist clients whose complaint concerns other establishments;

• Assume the role and responsibilities of commissioner within the framework of programs funded by the federal

government;

• Ensure the hierarchical management of human, material, financial and informational resources, and the general

administration of the Office of Complaints and Quality of Services;

• Assert the general objective of contributing to the improvement of the health and well-being of individuals, families

and various community populations.

REQUIREMENTS

• Bachelor’s degree in a discipline related to complaint examination;

• Three (3) years of relevant experience in health or social services administration, and/or in the examination of complaints

related to human rights;

• For candidates who are beneficiaries of the James Bay and Northern Quebec Agreement, a combination of relevant

experience and education may be considered;

• Good knowledge of the network, regulations, and programs of the Ministry’s health and social services (MSSSQ) in all

categories of establishments and at the regional council;

• Good knowledge of the Health and Social Services Act, regarding complaints and service quality;

• Strong competence in the development of administrative regulations, policies, review procedures, etc. related to

complaints and service quality;

• In-depth knowledge of quality assurance systems, complaint review, problem resolution, and mediation or conflict

management;

• Excellent listening skills and competence in objective interviews;

• Understanding of client needs and respect for client rights;

• Good knowledge of Inuit culture, history, values, and traditions;

• Knowledge of issues related to health and social services for the Inuit, or ability to grasp these issues;

• Excellent interpersonal skills, leadership sense, and good team spirit;

• Excellent communication skills, both in writing and in presentations;

• Methodical, organized, autonomous, flexible person capable of managing multiple tasks at once;

• Excellent skills in critical thinking, synthesis, organization, and decision-making, in the context of complaint study;

• Proficiency in Inuktitut and one of the other languages used in Nunavik (French or English);

Candidates who are beneficiaries of the James Bay and Northern Québec Agreement shall receive priority.

WORKING CONDITIONS

• Permanent position, part-time 2 days/week;

• Position established in Kuujjuaq or telework;

• Salary according to the rules issued by the MSSS for management staff – Class 39

Northern benefits (if position established on Nunavik territory): retention bonus ($6,000/year), remoteness ($10,627/year) and

cost of living ($3,870/year) and if engaged more than 50 km from Kuujjuaq, low-cost housing provided, moving and storage

expenses reimbursed, annual personal outings from Kuujjuaq to the point of h

For more information on our services and our region, we invite you to consult the Nunavik Regional Board of Health and Social

Services website at: https://nrbhss.ca/en

Employees of the health and social services network are potentially eligible for the northern leave without.

Interested candidates should send their résumé, no later than December 15th 2024 to the attention of:

Nunavik Regional Board of Health and Social Services

Human Resources

P.O. Box 900, Kuujjuaq, Québec J0M 1C0

recruitment.nrbhss@ssss.gouv.qc.ca