Complainant Support and Community Outreach Advisor

Venor has partnered with the College of Physicians & Surgeons of Nova Scotia (CPSNS) for the recruitment of a Complainant Support and Community Outreach Advisor. CPSNS serves and protects the public by effectively regulating the province’s medical profession in accordance with the Medical Act and its regulations. CPSNS is a culture of listening – listening to the public and the profession. The College prides itself in ensuring an environment that is respectful, safe and humble. CPSNS values engaging with Nova Scotians and the communities served across the province. Serving the public, the College ensures its registrants are qualified, competent and fit to practice medicine to provide the best care possible to patients.

CPSNS is strengthening how it supports individuals navigating the complaints process — particularly those impacted by systemic harm and race-based discrimination in response to an external review. The College is also aligning its work with the Professional Standards Authority’s 2025 Right Touch Regulation approach, embedding equity, diversity, and inclusion into regulatory decision-making and community engagement.

Reporting to the Director, Professional Conduct, the Complainant Support & Community Outreach Advisor plays a critical role in building trust, improving accessibility, and ensuring complainants, including those from underserved and historically marginalized communities, experience the complaints process as productive and free of harm.

What you’ll be doing:

Community Outreach & System Improvement

• Develop and lead the design of culturally specific outreach frameworks for African Nova Scotian, Indigenous, and other marginalized communities across Nova Scotia.
• Identify barriers to accessing the complaints process and work collaboratively to improve policies, communication, and overall accessibility.
• Partner internally with investigation staff and leadership to foster understanding of the public perspective and promote equity within regulatory decision-making.

Complainant Support & Guidance

• Provide trauma-informed, culturally safe support to complainants, ensuring they understand the College’s jurisdiction, complaint process, and potential outcomes.
• Serve as a consistent point of contact throughout the complaints process, offering clear guidance, emotional awareness, and practical support during interviews, hearings, and key decision points.
• Document interactions, help coordinate participation in investigations and hearings, and ensure the complainant’s perspective is understood within the regulatory process.
• Identify when additional supports (including counselling or community resources) may be beneficial and facilitate appropriate connections.

Public Guidance & Informal Resolution

• Respond to public inquiries with empathy and neutrality, clearly explaining professional standards, complaint pathways, and system limitations.
• Use strong de-escalation skills when engaging with individuals in distress or high-conflict situations.
• Facilitate informal resolution of appropriate concerns, ensuring transparency about the limits of the College’s role and maintaining communication throughout the process.

What we are looking for:

• A Bachelor’s degree in a clinical profession such as Nursing, Counselling, or a related health profession, or an equivalent combination of significant lived experience and higher education.
• Specific training in trauma-informed care
• Minimum five years’ experience working in a healthcare or regulatory environment
• Proven experience in community mobilization or proactive outreach; a track record of building trust with underserved or historically marginalized communities is essential.
• Understanding of differing approaches to conflict resolution and the ability to adapt processes to support cultural safety.
• A valid driver’s license and access to a reliable personal vehicle are required for provincial travel (mileage and travel expenses are fully reimbursed).
• Strong de-escalation skills and the ability to balance empathy with clarity around regulatory and legal limitations.
• Ability to redirect individuals to appropriate resources when concerns fall outside the College’s jurisdiction.
• Excellent writing skills and strong verbal communication abilities.

Technical Skills and Computer Experience

• Microsoft Office Suite (Word, Excel, Access, PowerPoint, Outlook)
• Windows
• Adobe Acrobat
• Comfort learning new IT systems

Why join us?

This is an opportunity to join a mission-driven organization with a strong, collaborative culture, where your work supports the integrity and effectiveness of medical regulation in Nova Scotia. In addition to a competitive compensation package, you’ll contribute to an organization guided by public interest, accountability, and a commitment to high professional standards.

At Venor and CPSNS, we embrace a culture of belonging in the workplace. No matter who you are, where you’re from, how you think, what you believe in, or who you love, we welcome your application. We all come from different backgrounds and different walks of life, bringing in unique perspectives and experiences. We encourage applications from 2SLGBTQ+, Black, Indigenous, and People of Colour (BIPOC), women, newcomers to Canada, and people with disabilities.

To learn more about this opportunity, contact Steph MacIntosh via steph@venor.ca.