Professional Practice Specialist

2 weeks ago

Waterloo, Canada Region of Waterloo Full time

**Our Story**:
Committed to fostering opportunities for current and future generations, the Region of Waterloo is an inclusive, thriving, and sustainable region of connected rural and urban communities with global reach. Our mission is to serve, engage and inspire, by delivering quality services to a diverse population of 630,000+, while creating a healthy, collaborative environment of learning, respect and innovation.

This is a place where employees are valued and recognized for their talents and contributions to our success. Our employees take pride in making a difference in people's lives through the work that we do. We are looking for people like you to help make it happen.

**Our Team**:
The Region of Waterloo Paramedic Services (PSV) is committed to providing excellence in patient care, achieving the fastest possible response times, and ensuring that there are systems in place that are responsive to the needs of patients. We are also committed to serving the community and its patients with compassion, care, dignity and professionalism.

**The Opportunity**:
Conducts internal investigations in response to public complaints and quality assurance concerns regarding delivery of paramedic patient services and professional practice standards.

Collaborates with training and other program areas to develop and implement changes in practices and processes that support quality patient care, a high standard of customer service, and compliance with legislative standards.

You will perform initial intake for public and internal complaints and concerns regarding the delivery of paramedic services and professional practice standards.
You will communicate with complainants to acknowledge receipt, clarify information, respond to questions, and provide information regarding processes and practices.
You will plan and conduct investigations using unbiased, systematic techniques, in compliance with legislation and best practices.
You will identify potential risks and possible breaches of standards and legislation to form investigation plans, scope of investigation, level of risk/severity, and other considerations.
Using your knowledge and expertise you will independently conduct and participate in full investigations of high-risk/sensitive complaints/ concerns. You will obtain, organize, and analyse pertinent records and information as evidence.
You will conduct formal interviews with paramedics, field operations supervisors, the public, and others (e.g., witnesses, hospital staff and other health professionals, police, fire). You will develop investigative tools and schedules interviews to ensure complete, timely collection of information and evidence.
You will document and present evidence, ensuring analysis and summaries are thorough and objective.
You will determine areas of non-compliance with provincial legislation, standards, and program standards.
You will prepare investigation reports and remedial/corrective actions/recommendations, including training, discipline, and process changes.
You will brief supervisor on the status of investigations and consults on high risk, complex, political, and sensitive files. You will identify potential investigative barriers and recommends effective solutions.
You will complete incident reports, including reporting to the Ministry.
You will maintain investigation files and program records. You will ensure records are accurate, current, and detailed enough to meet quality assurance standards and for Ministry reporting and compliance. Documents, tracks, and closes completed files for all levels of complaints/concerns.
You will ensure compliance with privacy and other legislative requirements in maintaining, releasing, and discussing information pertaining to investigations. You will liaise with regulatory compliance coordinator regarding release of documents to third parties, including police, lawyers, complainants, and their families.
You will compile files requested by the Ministry of Health for external investigations. Supports to facilitate statements with paramedics as part of Ministry investigations (e.g., booking rooms, paramedics schedules).
You will complete quality assurance program activities, analyze program data, audit results, and incident reports. You will identify trends and provide feedback and expertise, including recommending process changes to mitigate risks and support continuous improvement in quality patient care, expert customer service, and compliance with legislative standards.
You will liaise with the training team and other internal partners to exchange information and support effective communication channels and continuous improvement. You will participate on working groups as needed.
Backs up supervisor, as required.
Performs related duties, as required.

Knowledge is normally acquired through a diploma/degree in paramedicine.
Demonstrated skill and experience conducting formal investigations in a health care or other highly regulated industry.
Demons

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