Manager Quality and Performance

3 months ago

North York, Canada BETTER LIVING HEALTH AND COMMUNITY SERVICES Full time

**Summary**:
Better Living Health and Community Services has an opening for the position of Manager Quality and Performance is a key member of both the Better Living Health and Community Services and Better Living at Thompson House management teams.
Grounded in the organization’s mission, vision, and beliefs, and in adherence with quality standards outlined in the Fixing Long Term Care Act (2021), CARF Accreditation, and HPCO best practice standards, this role will be responsible for the planning, leadership, coordination, management, and alignment of Better Living’s Quality Management System across the Better Living family of organizations.
Key functions of the role will include advancing the continuous improvement of person-centered care; developing and reporting on key performance indicators to provide decision support to the organization’s leaders; identifying appropriate metrics to track strategic plan; providing leadership to the accreditation and regulatory compliance processes of the organization; acting as the organization’s Privacy Officer; and facilitating the activities of the organization’s Quality Committee and the establishment of an annual QIP.
- Undergraduate or post-graduate education in a related health, recreation or business discipline.
- Minimum of 3-5 years’ experience leading and/or facilitating performance management and quality improvement activities.
- Additional education or certification in performance or quality improvement of an asset (e.g. Lean, Six Sigma, Human Factors Engineering, Change Management, Project Management, Root Cause Analysis, Patient Safety).
- Experience in a not-for-profit, community service, long-term care, or community health organization is an asset.
- Advanced skills in the Microsoft Office suite of software (e.g. Excel, Powerpoint, Word).
- Advanced knowledge of the utilization and reporting capabilities of Alayacare or Point Click Care an asset.
- Successful completion of Vulnerable Sector Screening within one month of employment.
- Must possess a valid Ontario Driver’s License and access to a vehicle for business travel.
- Strong commitment to quality improvement with a focus on delivery of care that is safe, timely, effective and Resident and Client centred. Experience in developing, analyzing, monitoring and reporting on key performance indicators to effectively evaluate and continuously improve program operations and outcomes.
- Knowledge of health equity principles and practices
- Advanced knowledge of the Personal Health Information Protection Act (2004) and experience acting as, or supporting the activities of, the Privacy Officer.
- Strong analytical and critical thinking skills.
- Effective organization and time management skills with the ability to independently manage multiple priorities and meet deadlines.
- Proven ability to lead new initiatives, coach others, and build consensus to drive performance and quality improvement.
- Advanced written and verbal communication skills demonstrated in report writing, analysis, open discussion, and presentation.
- Must possess excellent communication skills including exceptional listening skills with the ability to seek clarification as necessary, maintain an openness to understanding and a commitment to integrating the ideas of others
- Experience configuring and utilizing Client and Resident Record databases to provide decision support to the management team through reporting and data analysis.
- Experience in the development of organizational policies and procedures.
- Experience working with vulnerable or high-risk populations and/or a knowledge of the issues, challenges, and priorities, faced by seniors and Caregivers and the supports available to them in the community.

**OPERATIONAL RESPONSIBILITIES**
- In keeping with the organization’s mission, vision, and beliefs and the philosophy and values of Better Living, nurture a culture of Client and Resident centred service that promotes compassion, dignity and an integrated approach to care.
- Under the direction of the Senior Vice President Community Services, and as a key member of the Central Services Team, the Manager, Quality and Performance will be responsible for coordinating, implementing and maintaining all aspects of the Quality Management System (QMS), and advancing the organization’s vision to provide a seamless continuum of services across the Better Living family of organization.
- Provide decision support to the organization through effective performance management and analysis. Working with the management team and program leaders, develop key performance indicators that measure access, effectiveness, efficiency of programs and business processes; advance a data-driven approach to organizational strategy metrics; develop quarterly performance reports that support the analysis of outcomes and the identification of improvement opportunities; and maintain accountability for communicating leading and lagging measures to

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