Spécialiste de l'orientation des doléances — État de Vaud (Administration cantonale vaudoise)

Full description

The General Secretariat is looking for a Specialist in Grievance Guidance from the Department of Health and Social Action. The Department receives daily calls and letters from people in the Canton who share questions, misunderstood or even dissatisfaction with an interaction they may have had with a health or social institution or with medical, paramedical or social personnel. The General Secretariat, through the hotline, is responsible for receiving and responding to these messages in order 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 ensure and organize the hotline of complaints that reach the Department.

• Processing of telephone calls related to patient complaints∙e∙s/resident∙e∙s.
• Management of the mailbox and answering machine regarding complaints received by the Department and acknowledgement of receipt.
• Identification and guidance of callers' needs and expectations. If possible, provide a first-level response, if not focus on respondents in the Department or external partners, depending on the nature of the demand.
• Support for the Ombudsman of the Cantonal Office for Health and Social Mediation in her role as mediator and promoter of patient rights.
• Reception of telephone calls from the Cantonal Office of Health and Social Mediation.
• Participation, in agreement with the mediator, in activities to promote patient rights∙e∙s.
• Collaboration, in agreement with the Head and Mission Officer of the Supervisory Authority, in carrying out the missions of the Supervisory Authority within the Department.
• Timely seizure of complaints in the ad hoc system for the mission manager.
• Participation in the preparation of the monitoring of complaints for the attention of the head of the Department and in the preparation of the annual report of the Supervisory Authority.
• Exchanges with various external partners with the aim of organising meetings to promote permanence and broaden the network.
• Planning and organization of meetings. For further information, please consult the terms of reference by clicking here or contact Ms Séverine Gehin, Head of the Supervisory Authority at 021/316.52.47 or Catherine Schweingruber, Departmental Legal Officer at 021/316.00.24
• SWC trade employee or equivalent title required.
• Training in patient law and mental health training.
• Experience in a health or social institution of at least 6 years.
• Sensitivity to political issues required.
• Good knowledge of the Vaudian health and social system.
• Writing ability and sound spelling.
• Flexibility, proactivity, active and caring listening.

Position in the Cantonal Administration of Vaud (State of Vaud), Switzerland. Online application on the official career portal offers-emploi.vd.ch.