Complaints Commissioner and Quality of Services – Quebec

Job Opening for the Position of Complaints Commissioner and Quality of Services – Quebec (CHU-Québec, Santé Québec Capitale Nationale and IUCPQ)

At Santé Québec, caring for people is at the heart of our commitment.

That is what unites us and drives us.

We bring together the 30 public health and social services establishments in Quebec and rely on the commitment of nearly 325,000 people who, every day, put their expertise to the service of the well-being of the entire population.

We believe that through collaboration, commitment, respect, kindness, and excellence, a more human, stronger, and fairer network is built.

Working at Santé Québec means contributing to a deeply human mission, in a constantly evolving environment focused on innovation and continuous improvement.

If you share this vision, if you want to contribute to it and make a real difference, your place is here.

Responsibilities

Under the authority of the National Commissioner for Complaints and Quality of Services, the person holding the position of Complaints Commissioner and Quality of Services assumes a strategic, independent, and cross-cutting role within the complaints examination regime.

The person holding the position acts as the pivot of the complaints examination regime (hereafter referred to as the REP) and exercises an impartial and quasi-judicial function aimed at protecting the rights of users, ensuring rigorous and fair treatment of complaints, and formulating recommendations that can improve the quality and safety of care and services. By their strategic role, they also support the governance of the establishments and contribute to the orientations and evolution of the regime at the provincial level.

In a context of mutualized model, the person holding the position exercises their mandate at a supralocal scale, covering several establishments within their perimeter, with a responsibility for coordination, consistency, and oversight of the regime's practices. In this capacity, they supervise the actions of the attached Directors of Commissariat, ensure the uniform application of legal and organizational norms, and intervene in support of governance in matters of quality, safety of care, and respect for the rights of users.

More specifically, the main areas of action are as follows:

• Ensure the implementation of the complaints examination regime in accordance with the Act on the Governance of the Health and Social Services System (hereafter referred to as the LGSSS), including the reception, examination, and treatment of complaints, in complete independence, as well as the formulation of conclusions and recommendations;
• Supervise all activities related to the REP within their perimeter, including complex, sensitive, or high-risk cases, and exercise an arbitration role when required;
• Guide, support, and coordinate the Directors of Commissariat, particularly by ensuring the quality of interventions, the harmonization of practices, and the development of skills;
• Ensure the uniform application of legal norms, policies, and orientations issued by the National Commissioner, and monitor compliance with practices at the scale of their territory;
• Implement and monitor mechanisms for vigilance and performance indicators that allow for a global and integrated reading of the complaints examination regime;
• Analyze trends, identify recurring or systemic issues, and propose organizational recommendations aimed at continuous improvement in the quality and safety of care and services;
• Advise the Chief Executive Officers, governance bodies, and partners on issues related to complaints, quality of services, and risk management;
• Report to the relevant bodies, including the production and presentation of annual reports to the vigilance and quality committees and, if applicable, to the boards of establishment;
• Contribute to the work of the National Commissioner's office and the evolution of the strategic orientations of the REP at the provincial level;
• Support the appropriation of the REP's governance frameworks, orientations, and mechanisms by the establishments and foster a common culture of quality, transparency, and continuous improvement;
• Maintain close collaborative relationships with the establishments, user committees, the National Commissioner, and institutional and regional partners;
• Monitor sensitive, media-related, or reputational issues related to the REP and coordinate the required interventions with the stakeholders;
• Contribute to the management of human and financial resources under their responsibility, including the organization of work, the development of skills, and the continuity of services.
• Please note that responsibilities may be modified in accordance with the evolution of Santé Québec.
• Work Location
• Hybrid work possibility

Ability to travel throughout the covered territory is required.

Working Conditions

In accordance with the Regulation on certain working conditions applicable to the senior management of health and social services agencies and establishments, the basic annual salary for Class 46 is $147,591 to $191,868. This salary is increased according to the parameters applicable to the senior management of Santé Québec, at the same dates.

Admission Conditions

The Candidate Must Hold

• A master's degree in a relevant field such as law, health administration, social work, nursing sciences, or any other field deemed relevant;
• In-depth knowledge of the Act on Health and Social Services (hereafter referred to as the AHSSS), the LGSSS, the regulation on the procedure for examining complaints, and related legal instruments;
• At least 5 years of professional experience in management and/or in a senior management position;
• Significant experience in a role as a complaints commissioner, ombudsman, investigator, or in a quasi-judicial function is an asset;
• Additional training in governance, mediation, investigation, or quality management is an asset.

Another combination of relevant education and experience may be considered.

For consideration, any education completed outside of Canada must have been subject to a comparative evaluation (equivalence certificate) issued by the Ministry of Immigration, Francization, and Integration.

This position requires a function exclusivity and functional independence from the management of the establishments.

It is mandatory to hold Canadian citizenship, permanent resident status, or a work permit issued by the competent federal authority to hold this position.

Selection Criteria

In evaluating the applications, the selection committee will consider, among other things, the following criteria:

• Strategic and systemic vision;
• Judgment, analytical rigor, and ability to make decisions in complex or conflictual situations;
• Influential leadership, political sense, and ability to navigate in multiparty environments;
• Excellent oral and written communication skills; ability to popularize legal and clinical issues;
• Ability to manage change and to animate continuous improvement processes;
• Integrity, independence of mind, impartiality, and commitment to the rights of users;
• Absolute confidentiality and professional discretion;
• Commitment to respect the applicable Code of Ethics and Deontology for the holders of the function.
• Application Procedures
• Please submit your application
• before August 6, 2026, at 12:00 PM (ET)

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In order to verify your eligibility, it is important to specify each of your relevant work experiences in the Curriculum Vitae section of your personal file and to provide a cover letter.

Only complete files received before the deadline date and time will be considered. Once you have submitted your application, the information contained in your file will be examined and cannot be modified.

Additional Information

For information regarding this position, please contact the recruitment team via the following email address: recrutement@sante.quebec

If you are unable to submit your application