The Alberta Medical Association (AMA) is seeking a contract Dispute Resolution Officer (DRO) to support the implementation of the Member Code of Conduct (Code) by facilitating respectful and voluntary resolution of complaints between members. The role of the DRO is to find facts, interpret the Codes and support resolution between the complaint parties.

The DRO administers the dispute resolution process in section 5 of the Member Code in a manner that is fair, confidential and aligned with the Code’s emphasis on early, voluntary resolution. Consistent with the Member Code, the DRO is responsible for facilitating communication between the parties, making decisions about process and facilitating a mutual resolution for disputes. The role provides general guidance on standards of conduct in the Code to determine relevance for the nature of the complaint, the DRO’s assessment of whether dispute resolution will improve or resolve the issues raised in the complaint and the conduct of the parties to the complaint.

The DRO may also be requested to provide recommendations for the Board, Sections, Representative Forum and committee Codes.

The DRO has no ability to make substantive decisions regarding the merits of a complaint and cannot impose resolutions or penalties.

This role supports the AMA’s commitment to integrity, respect and relationship-centered engagement.

The objective of this RFQ is to pre-qualify experienced vendors with a pre-determined agreement to be engaged on an as-needed basis for: Responding to Code complaints. Facilitating dispute resolution between parties. Supporting timely, neutral and confidential mediation processes. Provide recommendations to the Board, Sections, Representative Forum and committees, if requested, to support their Codes.

QUALIFICATIONS Education/Training: Post-secondary degree in law, public administration, policy, conflict resolution, mediation, negotiations, human resources or a related degree. Professional certification or training for an ombudsperson, mediation, arbitration, administrative fairness, ethics, confidentiality, equity, diversity, inclusion and cultural safety.

Experience Five or more years of experience in mediation, facilitation, conflict resolution and/or coaching. Demonstrated work applying: procedural fairness/natural justice; right to be heard; impartial assessment; and proportional responses. Direct experience receiving, assessing, and responding to concerns related to: behavioral standards; harassment, bullying or disrespectful conduct; misuse of authority or positional power; conflicts of interest; boundary issues; and professionalism disputes. Experience operating independently from management, HR and discipline functions. Practical knowledge in power imbalances and vulnerable parties. Experience interpreting, applying or advising on codes of conduct. Proven understanding of managing highly sensitive information, conflicting expectations about disclosure and situations where confidentiality must be explained and upheld under pressure.

Skills Neutrality, impartiality and independence. Process driven to apply procedural fairness and sound judgment. Strong privacy literacy to maintain confidential files. Discretion and professionalism. Ability to interpret and apply the Codes. Boundary management and role clarity to avoid becoming an advocate, investigator or decision-maker. Mediation and conflict resolution to de-escalate conflict and manage disputes. Assessing risk and seriousness. Supporting complainants and respondents through sensitive conversations. High emotional intelligence. Ability to listen and communicate without judgement or advocacy. Ability to manage complex interpersonal dynamics. Managing disclosures involving potential power imbalance, fear of retaliation or reputational risk. Trauma-informed and culturally safe practice. Credibility with AMA members.

KEY ACTIVITIES

1. Intake and Initial Review Receive and acknowledge complaints submitted under the Member Code. Assess completeness and clarity of submissions. Assess personal bias (real, perceived or potential) for the DRO must have no personal interest in a complaint nor a firm opinion about a complaint or the parties before reviewing the file and must report to the CEO if there is a bias. Identify if a complaint has legal implications and report to the CEO. Identify if Board, Sections, Representative Forum, committees or staff Codes apply. Request additional information where required. Determine whether a complaint proceeds or is dismissed, in alignment with Code provisions

2. Triage & Process Determination Exercise discretion to determine the most appropriate resolution pathway. Assess the: relevance of the complaint to the Codes applicable sections of the Codes conduct of the parties to the complaints readiness of parties potential for resolution or improvement of the issues raised in the complaint

3. Facilitation of Resolution Facilitate informal dispute resolution processes, for the complaint parties including: Facilitate a fair, confidential and structured process that enables parties to resolve disputes themselves. Structure conversations to support constructive dialogue and understanding. Facilitate discussions to ensure respectful engagement. Assist in developing mutually acceptable solutions that comply with the Code. Manage complexity and power dynamics.

4. Coordination of Further Resolution Where appropriate, coordinate: additional facilitated discussions referral to an external mediator determine when further resolution is appropriate or when a matter should be closed

5. Documentation & Process Integrity Maintain confidential records in compliance with privacy legislation and restrict access to authorized individuals for: complaints submitted process steps for the resolution correspondence for the complaint information gathering for the complaint written resolution recommendations and reasons for if the complaint will be referred to further dispute resolution or if the complaint will be closed tracking, metrics, surveys and feedback

6. Professionalism Ensure procedural fairness for the parties with the rights to: Know the complaint and reply. An unbiased DRO. The DRO that hears the complaint must complete the resolution process and recommendations. Reasons for the recommendations. Maintain ethical conduct by acting in a way that is honest, fair and shows respect for others. Avoid creating unfairness with institutional bias of practices, beliefs or procedures that can be perceived to give advantage to certain groups or ideas over others. Create fairness with: Impartiality by being unbiased (actual or perceived) and neutral in relation to the issues and the parties in a particular complaint. Independence to fulfill the role with freedom to administer responsibilities that are not in control of others. Accountability with responsibility for actions and process. Transparency to the complaint parties by communicating how, why and reasons for the process, recommendations and ending of the compliant. Responsibility is demonstrated by the DRO who heard the evidence and the arguments from parties involved is the individual to take final responsibility for their processes, recommendations and closing the complaint.

SUBMISSIONS Proposals must be submitted by completing the Proposal Template found on the contract opportunity on our website and sent to HR@albertadoctors.org by August 23, 2026 at 11:59 pm.