Manager - Quality & Risk Management

**Title**: Manager, Quality & Risk Management
**Employee Working Location**: North York, ON
**Employment Status**: Full-Time

**Job description**:
Person & Family-Centered Care Is at The Heart of Everything We Do at Lumacare Lumacare believes Person and Family - Centered Care is based on a philosophy of care, treatment, and support that empowers Clients to be active and knowledgeable partners in their health care. Whether you join Lumacare in a client-facing role, in a leadership capacity, or in a support position, it is essential that every member of our team is passionate about promoting and protecting Person and Family - Centered Care.

Reporting to the Chief Executive Officer (CEO), the Manager, Quality & Risk Management provides strategic leadership to strengthen Lumacare’s culture of safety, accountability, and service excellence. This position is responsible for advancing continuous quality improvement, risk management, accreditation readiness, and client experience strategies that enhance outcomes and organizational performance. The Manager also leads the development and implementation of Lumacare’s Ethical Framework, ensuring decisions and practices are guided by integrity, fairness, and client-centered values. By leading quality and risk management, embedding ethical practices, and equipping staff through training and education to provide safe, client-centered care, the Manager ensures Lumacare continues to be recognized as a leader in community-based services.

**Responsibilities**:
Ensure Compliance to All Quality Standards
- Lead organizational alignment with Ontario Health Team, Accreditation Canada, and RNAO Best Practice Spotlight Organization (BPSO) quality standards.
- Develop and implement a comprehensive project plan to achieve and sustain Accreditation Canada Qmentum status, serving as the primary contact with surveyors.
- Drive a culture of continuous quality improvement (CQI) by integrating innovative tools, technology, and partnerships into operations.
- Develop, implement and oversee the agency’s Quality Improvement Plan, Risk Management Plan, and Client Safety Plan, embedding the Quadruple Aim (better experience for clients and staff, improved outcomes, efficiencies).
- Solidify Lumacare’s leadership position in the sector, driving a culture of continuous quality improvement in the Ontario Health Team, and through the CSS Network.

Training, Education, and Safe Care Practices
- Design and deliver training programs and educational initiatives for staff, with a focus on Personal Support Workers, to ensure the delivery of safe, high-quality, and client-centered care.
- Provide ongoing support and training to all staff in risk management, safety, infection prevention, and quality practices.
- Develop and disseminate resources, guidelines, and tools to strengthen everyday care delivery and safety.

Lead Client Experience Initiatives
- Develop and implement annual and quarterly client experience surveys in collaboration with program leadership, analyze results, and lead organizational response through targeted improvement plans.
- Serve as the primary lead for escalated client and family concerns, ensuring timely resolution and systemic improvements.

Emergency Preparedness & Staff Safety
- Lead the development, implementation, and evaluation of Lumacare’s emergency preparedness framework, ensuring staff readiness and organizational resilience.
- Drive staff safety initiatives, including workplace safety, joint health and safety initiatives, and proactive risk management to protect staff and clients.
- Collaborate with internal committees and leaders to strengthen safety culture across the organization.

Ethics Governance
- Co-Chair and oversee Lumacare’ ethics committee, development and implementation of ethical framework to ensure the organization’s work is guided by an Ethics Framework, supporting staff and leadership in ethical decision-making and accountability.

Incident Reporting and Documentation
- Champion effective incident reporting and documentation practices across the organization through audits, staff training, and process improvements.
- Analyze data to identify risks and trends, and lead proactive initiatives to strengthen safety and quality.
- Oversee the incident analysis process, incidents and near misses ensuring lessons learned are translated into system-wide improvements.

Committee Membership - External and Internal
- Solidify Lumacare’s leadership position in CSS quality in relation to the healthcare system through active participation and engagement in external committees, planning tables and working groups.
- Active member/leader of Board Quality and Stewardship committee, Client and Family Advisory committee, and program and services related committees including Joint Health and Safety Committee, IPAC, Falls Prevention, Medication Management, Elder Abuse.

**Qualifications**:

- Post-secondary education in a clinical or health-related field (e.g., Nursing, He