Indigenous Patient Care Quality Liaison

7 months ago

Victoria, Canada Island Health Full time

**Job Description**:
In accordance with the Vision, Purpose, and Values, and strategic direction of the Vancouver Island Health Authority (Island Health) patient and staff safety is a priority and a responsibility shared by everyone; as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

Reporting to the Manager, Patient Care Quality Office, with matrix reporting to the Manager, Cultural Safety the Indigenous Patient Care Quality Liaison (IPCQL) supports Island Health to establish and maintain effective relationships with patients, families, clients and residents with a specific focus on First Nations, Métis and Inuit peoples and their health and healthcare experiences. The IPCQL provides consultation by incorporating an Indigenous perspective and bringing a lens of Indigenous cultural safety, diversity, equity and inclusion to the identification, management, resolution and education of patient/client/resident/family care matters. The IPCQL works in collaboration with, a range of key internal and external partners to facilitate respectful, comprehensive, and appropriate resolution of patient care concerns.

IPCQL ensures avenues for Indigenous patient/client/resident/family feedback are accessible, facilitates and supports the reporting of care concerns, and ensures that complaints and concerns are addressed in a timely, appropriate, and respectful manner. The IPCQL takes a proactive approach to understanding Indigenous patients' experiences in healthcare settings at Island Health.

**QUALIFICATIONS**:
**Education, Training And Experience**:
Bachelor's Degree in a relevant human services discipline, plus five to seven (5 to 7) years' recent, related experience including conflict resolution/crisis intervention experience, preferably in a health care setting, or an equivalent combination of education, training and experience.

**Skills And Abilities**:

- Demonstrated knowledge of First Nations, Métis, and Inuit history and perspectives of health and wellness, and how this relates to the current health care context.
- Knowledge of First Nations, Métis and Inuit resources within Vancouver Island.
- Demonstrated knowledge of Indigenous cultural safety and humility, decolonization and anti-racism approaches.
- The understanding and ability to implement trauma informed practices.
- Demonstrated understanding of DRIPA, Truth & Reconciliation Commission calls to action (18- 24), and In Plain Sight report.
- Knowledge of complaint management processes in health care systems and associated external processes.
- Organizational skills and ability to prioritize workload under time pressures to meet deadlines.
- Knowledge of pertinent laws and legislation, including and not limited to, the Patient Care Quality Review Board Act, Freedom of Information and Protection of Privacy Act, and the Residents' Bill of Rights.
- Ability to exercise sound judgment, sensitivity, critical thinking and effective decision-making.
- Ability to communicate effectively, both verbally and in writing, with all levels of the organization, including advanced complaints management best practices, presentation and writing skills.
- Ability to analyze and problem-solve complex issues towards effective solutions.
- Ability to participate in, and facilitate inter-disciplinary groups in a collaborative environment with multiple interests.
- Ability to work effectively with others and foster a practice of cooperative effort and collaborative problem-solving.

**Job Requirements**:

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