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About the Role

The Manager will support performance reporting to funders, oversee event reporting, and advance quality improvement and evaluation methodology to enhance the delivery of safe, high-quality, effective, efficient, and fiscally responsible care and services, focusing on the client and caregiver experience.

Responsibilities

Shape a culture of quality improvement and client and staff safety within Circle of Care (CoC).
Champion quality across the continuum of care and provide expert advice to CoC colleagues and system partners.
Support the implementation and execution of the evolution of CofC’s client and caregiver engagement.
Drive the continuous improvement of client experience measurement and organizational reporting of results.
Support the implementation of the organization’s quality measurement and evaluation framework and program evaluation cycles.
Collaborate with internal leaders to identify and support quality and process improvement activities, including innovation through technology enhancement and best practice approaches.
Collaborate with all levels of Circle of Care teams across different departments to ensure employees have the essential tools, skills, and support to consistently deliver high-quality services.
Support the continuous improvement of the organization’s risk event processes.
Conduct client risk event analysis and quality improvement action planning.
Support the Director of Quality, Risk, and Performance Improvement in quality and client safety reporting to the Board of Directors and Senior Management Team.
Create a climate of continuous improvement and creativity aimed at systemic change with internal and external partners.
Develop and sustain a workplace culture that embodies open and transparent communication, a person-centered focus, learning and innovation, accountability for achievement, teamwork, and respect.
Support the performance management process, including the creation of professional development plans for direct reports.
Deliver annual performance appraisals supported by regular coaching sessions.
Celebrate team success by taking opportunities to express positive expectations of others and support the implementation of employee recognition and rewards programs.
Promote team effectiveness, and proactively address morale, cooperation, and productivity issues.
Deal with employee relations issues based on a sound understanding of good management practices, organizational employees, and the collective agreement, as it pertains to unionized caregivers.
Work with other departments to achieve organizational goals and objectives through problem-solving, collaboration, and mutual understanding.
Lead and/or participate on cross-functional project teams to lend skills, professional knowledge, and expertise.
Act as a change agent to effectively manage change and transformation in a complex healthcare environment.
Cultivate an environment that attracts and retains exceptional people, and supports life-long learning.
Ensure recruitment, performance evaluation, coaching, discipline, and termination, where necessary, are according to Human Resources policy and within the context of the collective agreement.
Lead regular department meetings to set goals and objectives, monitor department performance, and effectively engage teams to achieve success.
Hold staff accountable to standards of performance, including conducting annual performance appraisals that support staff in establishing and attaining performance goals.
Manage attendance according to policy.
Ensure that staff orientation, learning and development plans are according to Circle of Care’s policies, procedures, and guidelines.
Ensure the effective and efficient distribution and utilization of department members based on the established productivity levels, program goals and guidelines.
Identify and report health and safety incidents and concerns in a timely manner to the appropriate supervisors and/or funders.
Participate in health and safety processes and procedures.
Participate in maintaining a safe workplace environment by cultivating a positive safety culture and encouraging best practices to promote both staff and client safety and well-being.
Participate in all health and safety training initiatives on a regular basis.
Take proactive action against client incidents within your scope of practice.
Be actively involved in the improvement of the reporting system to prevent future reoccurrences.
Develop a plan to identify, manage and/or minimize client safety risks or situations in adherence with risk management operations policies.
Facilitate the planning discussion in the preparation stage prior to disclosure, with the goal of enabling a supportive and effective conversation.
Promote a culture of safety by being responsible for encouraging blame-free reporting.
Investigate adverse events by performing a root cause analysis and gathering all relevant information as it pertains to the event.

Requirements

University degree in Social Sciences, Health Care, Business Administration or related field; a Master’s degree is an asset (or equivalent combination of education and experience).
Five (5) to seven (7) years of experience at mid-senior levels at an Ontario health care organization (hospital, HCCSS, Community Health Centre, etc.) preferred.
Knowledge of the Ontario health care system and related legislation.
Exceptional project management skills to effectively lead a project team to achieve critical project milestones using a formal project management approach.
Practical experience in areas such as program planning, user-experience design etc.
Functional understanding of strategy, operations, performance measurement, and quality improvement.
Ability to demonstrate experience in data analysis and/or statistics is required.
Demonstrated knowledge, experience, and success in applying quality improvement methodologies.
Strong understanding of the health care system and community sector across the continuum of care.
Superior communication, interpersonal and facilitation skills to work with a variety of stakeholders and senior leaders across the health continuum.
Excellent negotiation, conflict resolution, and consensus building skills.
Adept in the use of MS Office applications (e.g., Word, Excel, Outlook, PowerPoint, etc.).
Experience with project management software and tools (e.g., Visio, SharePoint, Gantt Charts, etc.).
Flexible, adaptable, and responsive to change.
Self-directed with an ability to organize, plan, prioritize, and multi-task.
Demonstrated critical thinking.
Negotiation and conflict resolution skills.
Ability to build and foster internal and external partnerships.
Detail-oriented.

Skills

Quality Improvement
Risk Management
Client Safety
Performance Reporting
Evaluation Methodology
Project Management
Data Analysis
Statistics
Communication
Interpersonal Skills
Facilitation Skills
Negotiation
Conflict Resolution
Consensus Building
MS Office Applications
Project Management Software
Change Management
Critical Thinking
Partnership Building

Location

Hybrid

Work Type

Full-Time
Permanent
Hybrid
On-Call

Experience Level

Mid-Senior Level

Education Level

University Degree
Master's Degree (Asset)

Salary/Compensations

$80,000 to $95,000 per year

Benefits

Generous paid time off for vacation, personal and sick days.
Comprehensive health, dental, paramedical and vision coverage with employer paid premiums.
RRSP program through RBC with employer and voluntary employee contributions.
Paid training and professional development opportunities.
Subsidized underground parking.
Conveniently located on the subway line and GO transit.

About the Company

Circle of Care is committed to fostering an inclusive, accessible environment, where all employees, volunteers and clients feel valued, respected and supported.
Dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and creating an environment where every employee has the opportunity to reach their potential.
Seeks applicants who embrace our values of equity, anti-racism, and inclusion.
Powered by people. Sparked by passion. Circle of Care is made up of staff, students, and volunteers who bring energy and purpose, every day.

Equal Opportunity

Encourage applications from candidates who have been historically disadvantaged and marginalized, including but not limited to those who identify as First Nations, Métis and/or Inuit/Inuk, Black, members of racialized communities, persons with disabilities, women and/or 2SLGBTQ+.
Committed to an environment that is barrier free. If you require accommodation, please inform us in advance.
May use artificial intelligence (AI) through third-party platforms, to assist in parts of the recruitment and/or selection process.
Only applicants who are selected for an interview will be contacted.