Complaint Specialist Job DescriptionThe Department of Health and Social Action is seeking a Complaint Specialist. The department receives daily calls and correspondence from residents of the Canton expressing questions, misunderstandings, or issues related to interactions they may have had either with a health or social institution or with medical, paramedical, or social personnel. The department, through a telephone hotline, is responsible for receiving these various messages and appropriately addressing them to meet the needs of users, maintain close dialogue, and ensure high-quality health and social care. Ensure and organize the hotline for complaints that reach the Department.ResponsibilitiesHandle incoming phone calls related to complaints from the mailbox and voicemail regarding complaints received by the Department, acknowledge the needs of callers, and provide guidance. If possible, give a first-level response; otherwise, guide individuals to professional respondents within the Department or to external partners based on the needs of the office in their functions of advocacy and promotion of rights for residents.Receive phone calls from the Cantonal Office in coordination with the department’s activities promoting residents' rights in collaboration with the responsible authority and mission officers, according to the mission of this authority within the Department. Temporarily enter complaints into the system X for monitoring complaints for the head of the Department and prepare the annual report for the Supervisory Authority.Exchange with various external partners to organize meetings to promote the hotline and broaden the scope of operations. For more information, please consult the specifications by clicking here or contact Ms. Séverine Gehin, Mission Officer for the monitoring authority at 021/ or Ms. Schweingruber, Legal Department Head at 021/. A commercial employee qualification or equivalent title in legal rights and mental health is preferred. Experience in a health or social institution of at least 6 years is required. Sensitivity to political issues is required, knowledge of the X system and Vaud social services is preferred. Strong writing skills and correct spelling are necessary. Flexibility, proactivity, active listening, and ARE WE?As part of the Department of Health and Social Action (DSAS), our primary mission is to provide support to the head of the Department in its management and relations with governmental and legal powers. We contribute to the file management submitted to the Council and ensure the provision of services that constitute the Department regarding finances, legal advice, and resources. For more information, click here to visit our website.Why join Vaud offers a wide variety of jobs and opportunities for advancement. Working conditions emphasize equality, inclusion, sustainability, and professional ethics in an environment conducive to balancing professional and personal life. To learn more about our benefits, visit our page.06:00LocationsLausanne, SwitzerlandApply beforeStarting immediately or as agreedSalary Class7Type of Public LawGeneral Rate of the Department of Health and Social ActionAvenue des Casernes Lausanne jid5a544d5aen jit0207aen jpiy26aen