Independent Intake Officer for the Mercury Disability Board
The Mercury Disability Board (“MDB”) administers a mercury disability benefits process, available to all eligible Grassy Narrows First Nation and Wabaseemong Independent Nations members. The MDB has a Process for Complaint Resolution (the “Complaints Process”).
The MDB is committed to administering a fair, transparent, and effective mercury disability assessment and benefits process that is grounded in respect, cultural competency, and professionalism.
Pursuant to the Complaints Process, the MDB reviews, considers, and responds to every complaint it receives. The MDB’s mandate is to ensure a fair and full review of complaints and an independent investigation of complaints as necessary; strive for early resolution; provide a response that is objective and unbiased; and make best efforts to resolve matters to the satisfaction of the complainant.
Key Deliverables
- Intake all complaints received in a manner consistent with MDB Processes, Policy, and guiding principles.
- Exercise discretion in deciding who will investigate a complaint based on the factors established by the MDB.
- Refer the investigation of a complaint in a timely manner.
- Review Complainant requests for capacity supports, pursuant to the Capacity Support Policy.
- May choose to sit on the MDB’s roster of Independent Complaints Investigators.
- Keep records of all complaints received and investigated following the Complaints Policy and in a manner that supports the reporting obligations of the MDB Complaints Panel.
Qualifications
- A commitment to carrying out the role in a manner consistent with MDB Processes, Policies, and guiding principles.
- Ability to maintain confidentiality and strong ethics at all times.
- Experience in an administrative position including with file management and secure record keeping.
- Experience with Complaints Processes or Ombudsperson type roles.
- Excellent written, verbal, and interpersonal communication skills.
- Strong organizational, time-management, and problem solving skills.
- Experience working with clients from diverse backgrounds in challenging or vulnerable positions; a working knowledge of trauma theory/trauma-informed care is an asset.
- Proficiency in Microsoft programs such as Word, Excel, Outlook, and Sharepoint/One Drive.
- A dedication to working with Indigenous communities and demonstrable knowledge of cultural safety; willingness to complete a cultural sensitivity training.
- Knowledge specific to the MDB, Grassy Narrows, and Wabseemong communities is an asset.
- Must not have any other role with the MDB (other than Independent Complaints Investigator) nor any other real or perceived conflict of interest with the MDB or its associates, or others involved in the Complaints Process
Role
The Independent Intake Officer’s role is to receive, review, and refer all complaints to the appropriate body for follow up. The Officer will assess each complaint and determine who will investigate the complaint (an Independent Investigation Officer, the MDB Complaints Panel, or an MDB team member) based on factors including the nature of the complaint, the severity of the complaint, and the identity and role of any individual implicated in the complaint, as set out in the Complaints Process.
Terms
This is a 1-year “as needed” hourly contract position under an independent contractor arrangement with competitive remuneration.
The successful candidate will monitor the complaints email inbox on a regular basis (not less frequent than every-other business day).
The minimum 5 hours/week is expected; additional hours will be subject to the amount of complaints filed.
You must have your own suitable home office-remote workspace in Canada and be available to attend teleconference meetings during work hours in Central Standard Time.
Application Process
Please submit a cover letter and resume to jason.g@mercurydb.ca.
