Director of Client Services/quality

PURPOSE

To keep the Mission, Vision, and Values of St. Joseph’s at Fleming (SJAF) at the forefront at all times, using them to guide decisions, words, and actions and to provide an example for others of how to put them into practice.

To help others understand that an organization which values diversity benefits everyone by creating a workplace that respects and supports the identity, perspectives, and talents of all people.

To ensure that all duties are carried out within the framework of:

- SJAF’s Philosophies, Objectives, Policies, Procedures, and Standards of Employee Conduct
- The Residents’ Bill of Rights
- Applicable legislation and standards including the Fixing Long-Term Care Homes Act, 2021 (FLTCA), Employment Standards Act, Labour Relations Act, Occupational Health & Safety Act, WSIA, Human Rights Code, Employment Equity, PHIPA, and all other governing legislation
- Collective Agreements, as applicable

The Director of Client Services/Quality & Risk also practices in accordance with the College of Nurses of Ontario (CNO) standards and best practices in Infection Prevention and Control (IPAC).

The legacy of the Sisters of St. Joseph’s is recognized as one of the guiding operating principles of the Home, and all staff and leaders are expected to model SJAF’s Mission, Philosophy, Values, and Objectives through kindness, gentleness, learning, research, and innovation, with a resident-centred focus in all aspects of service and leadership.

Specific to this role: The Director of Client Services/Quality & Risk (MCS/Q&R) is a non-union supervisory position reporting directly to the Chief Executive Officer (CEO). The manager functions as the designated Lead of the Quality Improvement Program for the Home under the Fixing Long-Term Care Act (2021). This role is also a member of the Nursing Leadership Team.

The MCS/Q&R is responsible for:

- Leading the development, monitoring, and evaluation of the Home’s Quality Improvement Program and annual work plan.
- Auditing medication errors and Risk Management Incident Reports in PointClickCare, ensuring appropriate review, investigation, and follow-up.
- Coordinating with the Education Lead to implement individualized learning plans for staff when practice improvements are required.
- Facilitating and coordinating resident safety and risk management initiatives across the Home.
- Preparing, documenting, and reporting on Quality Committee activities, including compliance with legislative requirements for Resident and Family/Caregiver Experience Surveys and CIHI reporting.

DUTIES AND RESPONSIBILITIES

Human Resources Management
- Effectively implements and maintains HR systems and practices within the scope of Quality and Risk.
- Works with Nursing Leadership to ensure staffing and resources support the Quality Improvement Program.
- Facilitates team building, conflict resolution, and open communication.
- Maintains current knowledge of the Fixing Long-Term Care Act (2021) and ensures compliance.
- Provides resource support for best practices in determining quality initiatives.

Documentation and Communication
- Oversees all functions related to MDS RAI 2.0, ensuring timely and accurate completion.
- Writes, updates, and implements the Home’s Quality Improvement Program policy.
- Documents and reports improvements made to accommodation, care, and services.
- Ensures proper record-keeping for Quality Improvement Committee minutes and reports.
- Provides quarterly and annual Quality Reports to the Board and communicates results to residents, families, and staff.

Leadership
- Leads and actively participates in Quality Improvement activities and Health and Safety initiatives.
- Models professional standards of practice, ethical behavior, and appearance.
- Assumes responsibilities outlined in the Emergency Preparedness Manual.
- Recognizes and supports volunteers.

Team Member
- Functions in a multi-disciplinary team environment.
- Participates in the Nursing Leadership Team and is assigned on-call duties.

Accountability
- Functions within legislation, policies, standards, and collective agreements.

Ethics
- Demonstrates honesty, integrity, and professional work ethics.
- Protects resident and staff privacy and confidentiality.

Knowledge/Education
- Maintains current knowledge of SJAF policies and legislation.
- Shares knowledge through teaching strategies with staff, residents, families, and other professionals.
- Supports continuous learning, IPAC best practices, and professional development.

Occupational Health & Safety
- Supports the Internal Responsibility System for employee and resident safety.
- Participates in hazard identification, corrective actions, infection prevention and control, PPE use, and Safe Work Practices.
- Provides data and reporting on staff safety (e.g., resident-to-staff aggression).

Resident Safety
- Promotes evidence-based practices, IPAC, and safe medication use.
- Recognizes and reports risks that could cause harm to residents