Director, Quality & Risk

Job Description:
JOB TITLE: Director, Quality & Risk

START DATE: As soon as possible

STATUS: Permanent, Full-Time

REPORTS TO: Vice President, Home and Community Care Support Services, Waterloo Wellington Home and Community Care Services

LOCATION: Home and Community Care Support Services Waterloo Wellington

COMPETITION NO.: 21-A-03

CORE PURPOSE

The Director will develop, implement, monitor, evaluate and continuously improve upon a comprehensive and integrated organizational patient safety, quality improvement and risk management program.

The Director will provide internal expertise, education, and leadership for leading the planning, development and execution of functions in the areas of Quality, Risk Management, Project Management, Ethics & Research, Patient Safety & Engagement, and Professional Practice.

The focus will be on supporting the delivery of outstanding care – in alignment with our organization’s values. The work of the Director will be aligned with provincial and national directions in quality improvement, risk management and patient safety.

The Director will identify key corporate projects, provide direct leadership or project management where appropriate, and participate and support where others take the lead.

This role will work collaboratively throughout all aspects of the organization, and with similar roles in other health service providers and in the agencies from whom we contract services. As appropriate and necessary, this role will work with system partners to support implementation of system level strategic initiatives and innovation across the continuum of care. This role will play a critical part in informing the ongoing transformation of Home and Community Care Support Services in the context of Ontario Health Teams and other networks.

MAJOR DUTIES AND ACCOUNTABILITIES

Functional Strategy

Responsible for leading the development of a function-specific strategy that is aligned with the organization’s strategic priorities

Develops annual workplans including determining priorities and performance indicators

Determines efficient and effective service delivery model including partnerships and technology requirements

Creates, evolves and evaluates strategy and framework for Quality Improvement, Risk Oversight and Management and supports the alignment of care delivery with standards of Professional Practice

Works closely with other Directors on intra-organization, cross-functional strategy in alignment with the Quadruple Aim.

Program and Operational Leadership

General:
Leads development of function-specific policies and procedures; ensures compliance, and supports the development of policies and procedures in care provision areas

Ensures compliance with all legislation and regulation

Oversees / monitors the implementation of programs/services, and reviews performance indicators to ensure programs/services are effective

Provides subject matter advice and guidance to the executive team and Board /Board Committee as required

Participates and/or leads internal and sector committees and initiatives, including partnerships with other HCCSS agencies and other health service providers.

Quality:
Leads the development of annual Quality Improvement foci, metrics and ensures all reporting requirements are met

Responsible for HCCSS WW’s successful participation in accreditation processes, as requested by the Board of Directors

Establishes quality framework and improvement plan, in partnership with leadership in HCCSS, complete with evaluation components

Drives the commitment to, and supports the implementation of, evidence-based care

Supports the project management team in leading or co-leading innovation projects with internal and external partners

Through external networking and research, the director will conduct ongoing environmental scanning for emerging best practices in patient safety, patient experience, and quality improvement

Risk Management:
Responsible for Integrated/Enterprise Risk Management Framework

Responsible for Event Tracking Management System (ETMS) and event reporting, identification of trends and response development

Leads the development of the organization wide quality and risk management strategy; ensures alignment with strategic and operational business plans; ensures there are effective avenues to receive and manage issues from clients, patients, families and providers

Working with Infection Prevention and Control and Health & Safety managers in Patient Services and HR, ensures practice and promotion of best practice with respect to infection prevention, infection control, violence prevention, monitoring and surveillance.

Leads emergency planning and coordination, pandemic planning, and business continuity planning from a risk management perspective

Manages any patient-related litigation files including supporting investigation and responses. Coordinates legal counsel as required. Supports front-line staff and managers in understanding and participating in the process as required. Conducts case reviews and makes recommendation for service improvements.

Planning & Project Management:
Provides leadership to the annual planning (operational and strategic) and related risk management planning

Directs the team responsible for development, coordination, implementation, and reporting on the Annual Business Plan and related projects

Directs the project management office, driving continuous quality improvement methodology and change management focus.

Ethics & Research:
Leads the Ethical Framework practice and rounds

Manages the contracted Bio-ethicist.

Patient Safety & Engagement:
Supports as needed the patient engagement representative in management of patient concerns when of high urgency or escalating

Works with patient engagement representative to identify any cases of risk management concern

Identifies themes arising from complaints that provide quality improvement opportunities

Fosters person-centred philosophy.

People Leadership

Provides leadership to the Quality and Risk Management team with a focus on engagement and culture through, for example, meetings, communications and learning/team building activities

Provides direct leadership including development/assessment of an annual performance plan, identification of learning opportunities, career coaching and on-going mentoring.

Safe Working Environment

Through own work, and the management of others, ensures that the WW CCAC consistently operates a safe working environment, wherever work is undertaken

Follows all safe work practices and procedures and immediately communicates and mitigates any activity or action which may constitute a risk to client or staff safety

Participates in related training and education.

Other duties as assigned.

EDUCATION AND EXPERIENCE

Job Knowledge

Graduate level degree in related field, minimum five years relevant experience in health care sector

Knowledge of quality (including lean and Six Sigma) patient safety and risk management in a clinical service delivery environment

Knowledge of formal requirements for accreditation and QIP

Knowledge of patient experience best practices

Knowledge of performance measurement and management

Knowledge of privacy regulatory environment, including PHIPA, Privacy Act, FIPPA, QCIPA, Health Care Consent Act, etc.

Knowledge of Home and Community Care Support Services, the legislative environment

Managerial skills in support of strategic and operational planning, and people leadership.

Communicating and Influencing Others

As a senior technical expert, responsible for providing strategic and operational advice to the organization’s senior leadership team; responsible for senior level facilitation

In partnership with Patient Services, will participate in resolution of some of the CCAC’s most challenging service issues (patient/client/family, service providers and others stakeholders)

Demonstrated experience in system level partnership.

Problem Solving, Decision Making and Accountability

This role is responsible for the design and implementation of an organization wide quality, safety and risk management plan – while executive staff provide oversight, the role is responsible for determining the operational plan, priorities

The Director must not only deal with known problems, but he / she must undertake scenario planning to identify unknown, future challenges that require proactive and longer term planning

The Director is responsible for day-to-day decision making related to priority setting, budget allocation/spend, staffing issues and the operationalization of policy/procedure

Executive staff provide oversight of strategic direction.

Impact

Quality and risk management are foundational to the safe and effective operations of home and community care services ; as such, while there are a range of mitigation practices (policy, procedure, legislation, etc.) this role has the potentially to both positively and adversely impact the overall organization.

Management of Human Resources

The Director is responsible for a team of up to 6 direct reports and less than 5 indirect reports

Responsibilities include workforce planning, hiring of resources, performance management and career/job coaching

May also serve as a project / working group lead for both internal and external initiatives.

Mental Effort and Concentration

Job requirements include attention to detail in review and preparation of documents / spreadsheets (on computer) as well as listening during discussions, interviews and consultations, ability to oversee multiple streams of work at the same time

Physical Effort

The role spends significant time using a computer requiring fine motor skills for key boarding

Working Conditions

The job is typically performed in an office environment

There may be some requirement for travel to off-site locations within and outside the local geography.

Home and Community Care Support Services Waterloo Wellington strives to create a respectful, accessible and inclusive work environment. Upon individual request, hiring processes will be modified to remove barriers to accommodate those with disabilities. Should any applicant require accommodation through the application, interview or selection processes, please contact Human Resources at [email protected] for assistance.

If you are interested in this position, please submit a cover letter, along with a detailed resume, outlining how your skills, qualifications and experience meet the position requirements, quoting competition #21-A-03 before midnight on Thursday, May 20, 2021 to Human Resources (e-mail: [email protected]). We thank all applicants in advance; however, we will be communicating only with those selected for an interview.

*** PLEASE NOTE*** Cover letters and resumes need to be submitted as a single file, acceptable files are: doc, docx, and pdf. Please include your first name, last name and job title in the file name when applying, example JohnSmith_Recruiter.

HOME AND COMMUNITY CARE SUPPORT SERVICES WATERLOO WELLINGTON IS COMMITTED TO THE PRINCIPLES OF EMPLOYMENT EQUITY