Complaints Referral Specialist

The General Secretariat is seeking a Complaints Referral Specialist for the Department of Health and Social Action.

The Department receives daily calls and letters from residents of the Canton expressing questions, misunderstandings, or even dissatisfaction related to an interaction they may have had either with a health or social institution, or with medical, paramedical, or social staff. The General Secretariat, through the telephone helpline, is responsible for receiving these various messages and taking appropriate follow-up action to meet the needs and expectations of users, maintain close dialogue with the population, and ensure the highest possible quality of health and social care.

You will ensure and organise the telephone helpline for complaints received by the Department.

• Handling telephone calls related to complaints from patients/residents.
• Managing the voicemail and answering machine concerning complaints received by the Department and acknowledging receipt.
• Identifying the needs and expectations of callers and directing them accordingly. If possible, provide a first-level response; otherwise, refer individuals to the relevant professional contacts within the Department or to external partners depending on the nature of the request.
• Supporting the mediator of the Cantonal Health-Social Mediation Office in her mediation duties and in promoting the rights of patients and residents.
• Receiving telephone calls for the Cantonal Health-Social Mediation Office.
• Participating, in agreement with the mediator, in activities promoting patients’ rights.
• Collaborating, in agreement with the head and project officer of the Supervisory Authority, in carrying out the missions of this Authority within the Department.
• Occasional entry of complaint situations into the dedicated system for the project officer.
• Participating in the development of complaint monitoring for the Department head and in preparing the annual report of the Supervisory Authority.
• Engaging with various external partners to organise meetings aimed at promoting the helpline and expanding the network.
• Planning and organising meetings.

For further information, please consult the terms of reference by clicking here or contact Ms Séverine Gehin, Project Officer for the Supervisory Authority at 021/316.52.47 or Ms Catherine Schweingruber, Departmental Legal Manager at 021/316.00.24

• Commercial employee CFC or equivalent qualification required.
• Training in patient law and mental health is desirable.
• At least 6 years’ experience in a health or social institution.
• Awareness of political issues is required.
• Good knowledge of the Vaud health and social system is desirable.
• Strong writing skills and accurate spelling.
• Flexibility, proactivity, active and compassionate listening.

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