“What we do together…our H.E.A.R.T is our difference.”
Do you have a genuine passion in promoting the values of Indigenous culture working with and for Indigenous children, youth, and families (First Nations, Métis, and Inuit) while respecting their cultural diversity?
If so, consider joining our Xyólheméylh work family. We are a fully delegated Indigenous Child & Family Service Agency providing programs and services to Indigenous children, youth, and families on and off reserve within Stó : lō Territory in the Fraser Valley between Yale First Nation and Surrey BC.
Our programs and services are created and delivered with the support of our Elders Advisory Council with special attention on strengthening culture and identity, while honoring the strength of families.
- W e strive to work in a holistic way to keep families together and reintegrate children back with their families and extended families.
- O ur service delivery is done with an open heart and an open mind focusing on the best interest of the family while keeping children at the center.
- W e work to ensure children are connected to their family, and community while striving to ensure their inherent rights to heritage and identity are upheld in all we do.
CLIENT COMPLAINTS RESOLUTION ANALYST-
15 Month Term Position - Global
Base Office : TBD
Salary – $85,.62 - $97,.82 (35 hrs. per week)
POSITION SUMMARY :
The length of this position is dependent upon the return of the incumbent.
Under the supervision of the Director of Practice, the Client Complaint Resolution Analyst supports the delivery of child protection and prevention programs to Indigenous children, youth, parents, and families across the Fraser Valley region (Langley to Yale). The Client Complaint Resolution Analyst responds to the complaints of children, youth, and families in a consistent, respectful, fair, and timely manner.
The complaints program applies to all services and programs delivered directly by Xyólheméylh across all service delivery areas. The Client Complaint Resolution Analyst gathers, reviews, and assesses matters relating to complaints. This involves interpreting, mediating, and making recommendations to find a resolution that is fair and equitable, consistent with relevant legislation, policies, and practice standards. The position further analyzes findings from complaints processes and provides expertise, guidance, and recommendations for improvement to the Director of Practice.
A pivotal role of the Client Complaint Resolution Analyst is to support participants in managing high emotions and conflict while offering solutions that are practical, culturally inclusive, and fair processes for disputing parties.
Xyólheméylh is proud to have an Elders Advisory Council to ensure that culture is embedded throughout the agency ensuring the goals, missions and values are upheld in a good way.Lets'emót – to be of one heart and one mind.
EDUCATION, EXPERIENCE & KNOWLEDGE REQUIRED :
Bachelor or Master of Social Work; Bachelor or Master of Arts in Child and Youth Care; Master of Arts in Clinical Psychology or Master of Education / Counseling, in conjunction with child welfare / family service experience.Must be eligible for delegation.Holds Minimum five years of professional work experience, with increasing responsibilities, in child welfare program areas.Experience using Microsoft Office applications including Word, Excel, PowerPoint and knowledge of Integrated Case Management (ICM), Ministry Information System (MIS).Preference may be given to candidates with at least two years of experience in a supervisory and / or senior practitioner role.Valid BC Class 5 Driver’s License (no restrictions); reliable transportation with adequate vehicle insurance.Criminal Records Check is a requirement.Preference may be given to Indigenous candidates as per Section 41 of the Human Rights CodeCORE COMPETENCIES :
Demonstrates practical knowledge and intersectionality of the various acts and legislations, including but not limited to :An Act Respecting First Nations, Inuit and Métis Children, Youth and FamiliesChild, Family and Community Service Act (CFCSA)Aboriginal Operations Practice Standards and Indicators (AOPSI)Adoption ActFamily Law ActFreedom of Information and Protection of Privacy Act (FOIPPA)Representative for Child and Youth ActOmbudsperson ActKnowledge of the intersectionality of Indigenous child welfare related to child and youth services, mental health, substance misuse, youth justice, intimate partner violence, special needs etc.Knowledge of social policy issues and the challenges in delivering public services in B.C.Knowledge of First Nations, Métis and Inuit peoples and child welfare issues within a decolonizing framework.Knowledge of the United Nations Convention on the Rights of the Child (UNCRC), the United Nations Declaration on the Rights of Indigenous People (UNDRIP).Skills and Abilities :
Demonstrates the ability to receive feedback and adapt to changing priorities.Ability to resolve conflicts in professional and respectful ways.Ability to diffuse emotionally challenging and / or hostile interactions on the phone and in person.Strong analytical skills : ability to identify, verbally and in writing, the status of an issue, provide an analysis of clinical practice and recommend an appropriate course of action.Excellent problem solving, planning and organizational skills.Excellent verbal and written communication skills.Demonstrated ability to incorporate Indigenous resolution processes.Demonstrated ability to establish and maintain relationships with external stakeholders and internal staff.Openness to continuous learning, working in complexity and shared commitment to decolonizing practice.Willingness to modify work schedule to accommodate variable and extended hours.RESPONSBILITIES AND DUTIES :
Receive, explore and mediate complaints regarding the provision of service for all Xyólheméylh programs.Utilize dispute resolution techniques to address complex issues and provide solutions that are mutually agreeable, consistent with legislation, policy and practice standards.Collect, analyze and synthesize data from various sources to assess complaints and compliance with policy and standards by writing reports and making recommendations to improve services.Advise and refer to the MCFD Administrative Review Process and ensure that policies and procedures governing these processes are upheld.Determine and analyze systemic issues arising out of complaints and provide recommendations for policy, program and practice development.Client Complaint Resolution Analyst works with Directors and the training department to support the implementation of policy and practice development.Promote knowledge of the Child, Family and Community Service Act (CFCSA), An Act Respecting First Nations, Inuit and Métis Children, Youth and Familiesand child welfare practice standards to ensure clients and staff awareness of the legislative intent, rights and obligations.Works collaboratively with all relevant teams to identify employee practice related concerns identified through the complaints process.Responsibilities to Clients :
The Client Complaint Resolution Analyst facilitates processes to support resolution of complaints in a manner that adheres to the following principles of administrative fairness. These include, but are not limited to :
they are treated with dignity and respect.their concern is responded to in a timely manner.they have an opportunity to make their views known and for the person who makes the decisions about them to consider their views.they are advised of decisions that have been made and are supported to understand the reasons why.Clients are advised that there will be no retaliation for coming forward with a complaint.their privacy and confidentiality are respected, with the understanding that disclosure of a child needing protection requires a duty to report under the Child, Family and Community Service Act (CFCSA).Clients are informed of the various external and internal processes available to them, including a request for an Administrative Review.Their unique and individual culture is respected in the complaints process.They will be provided with options to support traditional Indigenous methods of resolution.the principles within the Aboriginal Policy and Practice Framework (APPF) will be followed.they are encouraged to have a support person (Elder, band representative, caregiver, advocate) to support them throughout the complaints process.Children and youth are supported to fully participate in the complaints process.CONFIDENTIALITY :
FVACFSS employees are expected to be familiar with and must comply with the expectations of confidentiality as outlined in the Agency’s Human Resources Policy Manual and other policies and operational manuals, AOPSI and the
B.C. Child, Family and Community Services Act.
