Position Summary

Sq'éwqel is committed to a respectful, community-centered approach to receiving, addressing, and resolving concerns about our services and community operations. The Community Liaison upholds the values of respect, listening, and shared responsibility, ensuring that each community member’s voice is heard and that concerns are met with kindness, thoroughness, and a commitment to restoring balance. This role is designed as the first point of contact for concerns, driving a step change toward positive relationships and innovative solutions, while ensuring accountability and transparency in service delivery.

Under the direction of Executive Council, and management of Sq'éwqel Administration, the Community Liaison will foster accountability and quality service delivery by working with Chief and Council and management to answer inquiries and find resolutions to concerns. As the first point of contact for concerns, this role drives delivery of excellent inquiry, concern, and complaint handling. The Liaison supports Sq'éwqel to understand challenges for our community members, highlight trends and areas for service and process improvement. They will ensure concerns are documented, followed up on, responded to, and, when necessary, escalated. The Liaison also ensures compliance with the policies and follows best practice recommendations and timelines for handling complaints.

What You'll Do

Concerns and Critical Feedback

• Develop and maintain strong, trust-based relationships with community members.
• Create an open-door policy and safe space for raising concerns.
• Engage proactively with the community via in-person meetings and social media.
• Listen with empathy and respect to all feedback and concerns.
• Ensure a clear and accessible administrative path for formal complaint resolution.
• Document, track, and conduct a preliminary analysis of each complaint, including:
  • Thorough review of documentation provided and personal accounts.
  • Collection of additional documentation, policies, practices, and other personal accounts from Council or Administration as needed.
  • Maintenance of accurate, timely records.
• Produce written analyses and recommendations for resolution, including when escalation is necessary (e.g., to the Executive Council or Chief Administrative Officer).
• Monitor response times and aim for a target response within defined timeframes.
• Implement community satisfaction surveys with measurable targets (e.g., 90% satisfaction rate within six months).
• Track reductions in recurring issues as a key performance indicator.

Resolutions & Cultural Protocols

• Uphold cultural values and traditional teachings in all interactions.
• Integrate established cultural protocols and consult with knowledge holders when developing resolutions.
• Provide tailored, community-focused solutions that address both immediate and systemic concerns.
• Employ culturally rooted conflict resolution methodologies, including mediation circles and consensus-building practices.
• Document the process and outcomes of each mediation effort to ensure transparency and continuous improvement.
• Collaborate with Executive Council and management to offer actionable recommendations for improving processes and services based on identified trends and community feedback.

Administration, Tracking, and Reporting

-Data Management & Documentation

• Maintain comprehensive, accurate documentation of all concerns, actions taken, and outcomes.

• Ensure community member data is managed safely, appropriately, and respectfully in compliance with all legislation and policies. -Reporting & Communication

• Develop and maintain a governance messaging calendar for timely information releases in compliance with policies, laws, and governance requirements.

• Draft, release, and review communications with clear, respectful language and cultural sensitivity.

• Provide regular reporting and analysis of trends in concerns, feedback, and service gaps to Executive Council and management.

• Clearly outline escalation procedures and reporting structures to ensure transparency and accountability. -Stakeholder Engagement:

• Build partnerships with local organizations and community Elders to enrich the resolution process.

• Engage with all stakeholders to ensure that concerns are not only addressed but also contribute to broader systemic improvements.

• Coordinate training and mentorship programs to enhance skills in complaint resolution, cultural competency, and community engagement.

• Coordinate meetings and events related to concerns, complaints, addressing concerns, or as requested.

• Maintain comprehensive and accurate documentation of all concerns, actions taken, and outcomes achieved.

• Manage community member data safely, appropriately and respectfully, complying with all legislation
  and policies and holding others to account to do so.

• Ensure compliance with policies, regulations, and best practices in all aspects of concern resolution,
  respecting community values and cultural protocols.

Other Duties

• Additional responsibilities as needed to support the community and uphold our shared values.

Working / Special Conditions

• Initial and ongoing employment is subject to submission of a clear Criminal Record Review Program Check to ensure the safety and trust of the communities we serve. This check will be conducted every five years.

• Initial and ongoing commitment to the values and guidelines of Sq'éwqel (Seabird Island Band), including our policies, procedures, standards of practice, and laws, is essential. This commitment supports our collective work, the community, and the responsibilities of this role.

• Must possess a valid class 5 driver's license and have access to safe and reliable transportation, insured for community-based use, to effectively engage and support projects, work, and initiatives.

• Flexibility in working hours may be required, including evenings and weekends, to accommodate the needs and schedules of clients.

What You Bring

Qualifications

• Strong understanding of First Nations values, governance, and community-centered approaches to problem-solving.
• Minimum 5 years’ experience in conflict resolution, mediation, or community engagement.
• Prior experience as a complaint handler, performing all duties described above.
• Able to perform job function with minimal supervision and work independently, taking initiative to make independent decisions, where appropriate.

Skills & Knowledge

• Kind, compassionate, and patient in working with community members and staff.
• Committed to fairness, accountability, and community well-being.
• Able to hold space for difficult conversations while maintaining a solutions-focused approach.
• Respectful of cultural protocols and traditional ways of addressing concerns and restoring balance.
• Excellent listening and communication skills with an ability to hold space for concerns with empathy.
• Ability to maintain confidentiality, professionalism, and thorough documentation.
• Strong organizational and tracking skills to ensure timely and effective resolution of concerns.
• Ability to work collaboratively with all levels of an organization, from frontline workers to leadership.

Preferred

• First Nations candidates are strongly encouraged to apply.
• Lived experience as a member of a First Nations community.
• Knowledge and understanding of Seabird Island’s culture, traditions, teachings, community dynamics.

Cultural Competency

• Deep understanding of Indigenous cultures, traditions, and contemporary issues.

• Experience working within Indigenous communities and applying culturally safe practices.

• Understanding of intergenerational trauma and its impacts on Indigenous peoples and communities.

How to Apply

• Have a question about this role before you apply? Email careers@seabirdisland.ca.

• Interested candidates are invited to submit their resume and a cover letter sharing how your experience aligns with this role.

Pre-Employment Screening

Seabird Island is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We are committed to fostering diversity, equity, and inclusion. We recognize and value the unique perspectives, experiences, and contributions that Indigenous people bring to our team. We actively encourage applications from Indigenous people. Pursuant to S. 41 of the BC Human Rights Code, preference may be given to applicants of First Nations, Métis, or Inuit heritage. We are interested in every qualified candidate who is eligible to work in Canada; however, we are not able to sponsor visas.

Employment is conditional upon completing pre-employment screening to ensure a safe and secure work environment in which students, staff, members, families, community, as well as resources, and assets are protected. All background checks, reference checks and criminal record checks are performed in accordance with Seabird Island Human Resources Policy Manual, protecting the integrity and confidentiality of information gathered during the evaluation.

We thank you for your interest. Only those selected for an interview will be contacted.