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Director, Intake & Investigations
Status: Regular, Full-Time
Work Location: Hybrid, Vancouver B.C. (a minimum of 2 days in office)
Who We Are
The British Columbia College of Nurses & Midwives (“BCCNM”) is the college empowered under the Health
Professions and Occupations Act to regulate the practice of all licensed practical nurses, nurse practitioners,
registered midwives, registered nurses, and registered psychiatric nurses in British Columbia. Regulation helps to
protect the public by ensuring that professional care or service received by the public is competent, ethical, and
meets the standards that society views as acceptable.
As western Canada’s largest health profession regulator, we believe a diverse and inclusive team enriches our
efforts to protect the public. We welcome applications from all who reflect of the communities we serve and
especially encourage Indigenous Peoples and members of equity-seeking groups to apply. We believe diverse
perspectives and experiences bring both innovation and better outcomes to the work we do and the decisions
we make.
BCCNM’s commitment to Indigenous Specific Anti-Racism
BCCNM is committed to working with Indigenous Peoples and health system partners to support Indigenous
specific anti-racist practices in the health system. As the largest health regulator in Western Canada, BCCNM has
the opportunity to influence the health professionals we regulate, as well as the broader health-care system, to
break the cycle of racism, and improve health outcomes for Indigenous Peoples. BCCNM has pledged to become
culturally safe and anti-racist, and to support the health professionals we regulate to do the same.
What we offer you
We are delighted to be recognized as one of BC’s Top Employers. It is more than a badge of honor – it’s a
reflection of our people and the purpose that drives us every day. At BCCNM, we’re creating a workplace where
flexibility, equity, growth, and connection are not just values – they’re part of how we work. Whether it’s
through hybrid work options, meaningful employee engagement, or our commitment to reconciliation, we’re
building something that matters. This honor reflects our unwavering commitment to creating a workplace where
people truly thrive.
We promise to provide you with rewarding work that challenges you. You will be part of a passionate team
contributing to our important mandate of protecting the public. As a member of the team, you can expect to be
working in a collaborative, team-based environment, and treated in a respectful and professional manner.
The expected starting base salary for this position is $157,928 – $174,115 annually, depending on a variety of
factors including qualifications and experience. Once hired, you will progress through a wider salary range over
time as you continue to develop job knowledge, skills and competencies for the role.
In addition to base salary, the college offers a generous vacation and extended benefits package. As an
employee, you receive 100% employer-paid health and dental benefits. And we contribute to B.C.’s Municipal
Pension Plan to help you secure your retirement income. Throughout your career with us, you will engage in a
variety of learning and development. We will support your professional development and cover your
professional membership costs. To support you in work and life, we provide an employee assistance program
and fitness allowance perk. Working with us allows you to enjoy flexible hybrid work. This position is located in
Vancouver, but you’ll be able to work remotely up to 3 days a week. Our office is closed for the 11 statutory
holidays in B.C. as well as Easter Monday and Boxing Day.
What You’ll Be Doing
Reporting to the Executive Director, Professional Conduct Review (ED, PCR), the Director, Intake & Investigations
(Director, I&I) provides strategic leadership and managerial oversight to the staff responsible for the receipt,
clarification, assessment, streaming, early resolution, and investigation of reports and complaints related to the
four nursing designations (Licensed Practical Nurse, Nurse Practitioner, Registered Nurse, and Registered
Psychiatric Nurse) and Registered Midwives.
The Director, I&I is accountable for the effectiveness, consistency, quality, and continuous improvement of the
intake and investigation functions. The role establishes program direction, operational priorities, risk-management
frameworks, service standards, and quality-assurance mechanisms that support fair, timely, trauma-informed,
culturally safe, distinctions-based, and proportionate regulatory processes.
Leading through senior staff, the Director, I&I provides strategic oversight of the complaints continuum and is
primarily engaged in matters involving significant public protection concerns, systemic or precedent-setting issues,
elevated legal or reputational risk, or exceptional complexity or sensitivity.
Key Responsibilities Include
- In consultation with the ED, PCR, develops operational plans for the intake and investigation programs,
establishing program priorities, service standards, accountability frameworks, escalation pathways, and
performance expectations that support BCCNM’s public protection mandate and ensures the effective, fair
and timely management of complaints and reports.
- Contributes to the strategic and operational plans of BCCNM through program expertise.
- Oversees frameworks, systems, and quality assurance mechanisms for the risk-based assessment,
prioritization, resolution, and investigation of complaints and reports, ensuring the quality and consistent
application of evidence-informed, trauma-informed, culturally safe, distinctions-based, and risk-based
approaches, and compliance with legislation, bylaws, policies, and administrative law principles.
- Maintains strategic oversight of the complaints continuum, including intake, assessment, early resolution,
and investigation operations, identifying emerging risks, conduct trends, systemic issues, capacity pressures,
and opportunities for improvement. Provides strategic direction on complex, high-risk, sensitive, systemic,
or precedent-setting matters and ensures matters proceed through appropriate regulatory pathways.
- Ensures appropriate clinical, investigative, labour relations, cultural, and legal expertise is available to
support decision-making and establishes clear expectations for consultation with Regulatory Legal Services
and external counsel on matters involving significant legal, public protection, procedural, or organizational
risk.
- Leads the development, implementation, and continuous improvement of policies, procedures, service
models, business processes, and supporting tools that enhance operational effectiveness, consistency,
accessibility, and alignment with regulatory best practices.
- Provides operational oversight to ensure files are appropriately screened, risk-assessed, prioritized,
assigned, and directed through the appropriate regulatory pathway. Through senior staff, supports effective
case management and will carry personal caseload and assume responsibility for exceptionally complex or
sensitive matters.
- In consultation with the ED, PCR, provides leadership in embedding Indigenous cultural safety, cultural
humility, Indigenous-specific anti-racism, trauma-informed practice, and distinctions-based approaches
throughout intake and investigation processes, recognizing the distinct needs of individuals, families, and
communities.
- Designs policy and process to support Intake staff to refer complainants to alternate resources including the
Support Program and alternate dispute resolution pathways. Establishes and maintains collaborative
relationships with Indigenous communities and organizations, health system partners, regulators,
professional associations, government agencies, and other stakeholders to support public protection and
the effective delivery of PCR programs.
- Demonstrates a commitment to ongoing learning related to Indigenous cultural safety and humility and
supporting organizational actions towards addressing Indigenous-specific racism in BC’s health care system.
This posting outline the core duties of the role. A complete list of responsibilities can be shared with shortlisted
candidates.
Your Education & Skills
- Master’s degree in nursing, healthcare, or counselling; Bachelor of Law (LLB) or Juris Doctor (JD); mediation
training; or an equivalent combination of education and experience within healthcare and/or regulatory
environment. If a lawyer, must be a practising member of the Law Society of BC.
- Seven to ten years’ experience, including direct management experience, in a regulatory, risk management,
or investigative program (such as licensing, critical incident investigations, patient safety, complaints
resolution, healthcare coordination, or employment investigations), ideally in a health-related environment,
or in the areas of administrative or criminal law. Experience with clinical healthcare setting is an asset.
- Demonstrated management experience leading staff with a high-volume case load within a unionized and
non-unionized environment. Ability to identify employee development needs of employees and to provide
coaching, mentoring, and other support. Proven leadership ability in an evolving environment. Change
management training and experience is an asset.
- Excellent interpersonal skills, coupled with conflict management, mediation, and resolution skills. Experience
in alternate dispute resolution is an asset.
- Ability to establish strong working relationships with a variety of partners.
- Excellent oral and written communications skills, with the ability to communicate effectively with individuals
at all levels of the organization. Strong presentation and facilitation skills.
- Demonstrated ability to independently manage a complex caseload and make discretionary decisions in
accordance with risk mitigation goals, precedent, policy, and legislation.
- Experience developing policy, programs, and procedures, and leading program review and redesign
initiatives.
- Proven experience managing multiple simultaneous projects.
- Strong technical aptitude and ability to leverage technology to drive change. Strong working knowledge and
experience using Microsoft Office applications. Experience with Microsoft Dynamics CRM is preferred.
- Knowledge of applicable legislation including but not limited to the: Health Professions and Occupations Act,
Declaration on the Rights of Indigenous Peoples Act, Freedom of Information & Protection of Privacy Act,
Criminal Records Review Act, Administrative Tribunals Act, Human Rights Code, and Criminal Code.
- Experience working with Indigenous populations to investigate and resolve healthcare concerns or
complaints is preferred. Knowledge of, or experience working within, a distinctions-based approach that
recognizes and respects the specific rights, priorities and concerns and unique histories and cultures of First
Nations, Métis, and Inuit Peoples an asset. Demonstrated commitment to integrating Indigenous resolution
practices and seeking support from Indigenous Elders, Knowledge Keepers and communities in a culturally
safe manner.
- Knowledge of Canadian colonial impacts on Indigenous people in social and health contexts, including social,
economic, political, and historical realities impacting Indigenous communities and knowledge of Indigenous
specific anti-racism and accompanying reports (e.g. The Truth & Reconciliation Commission’s 94 Calls to
Action (2015), the In Plain Sight Report (2020), and Reclaiming Power and Place’s Calls for Justice (2019)).
- Models and supports full team commitment to cultural safety and Indigenous-specific anti-racism in the
healthcare system and trauma informed practices, including within the healthcare system complaints
frameworks. Demonstrates humility in leadership.
- Demonstrated understanding of equity, diversity, inclusion, and cultural humility as they apply to
investigations, regulatory complaints resolution processes and healthcare.
How To Apply
If you are interested in this position, please apply online by 11:59pm on November 1, 2026. This opportunity will
remain posted until filled; however, we will be reviewing applications as they are received and may begin
interviewing candidates before the posting closes. If you’re interested in this opportunity, we encourage you to
submit your application early.
To apply and see a full list of our current opportunities or to learn more about working at the BC College of
Nurses & Midwives, please visit our website at Careers at BCCNM.
Collection Notice
To apply for a job posting, you need to create an online account with BCCNM. As part of creating your account
and submitting a job application, you will be asked to provide personal information.
The BC College of Nurses and Midwives (BCCNM) collects this personal information to create and manage your
online account, support its recruitment and hiring processes, and administer employee records. The legal
authority for collecting this information is under section 26 British Columbia’s Freedom of Information and
Protection of Privacy Act. If you have any questions about our privacy management practices, please contact our
Privacy Office at privacy@bccnm.ca
Please note: BCCNM no longer requires staff, contractors, board and committee members, and volunteers to
provide an attestation of vaccination related to the Covid-19 pandemic.
In the event of a Public Health Order being issued, the College is committed to full compliance with all directives
and guidelines set forth by the Provincial Health Officer (PHO) to ensure the safety and well-being of our
employees and the community partners we work with, consistent with the duty of the College to serve and
protect the public.
