Quality and Organizational Change Manager
We are a dynamic community-based health centre promoting social justice and health equity in the Regent Park neighbourhood and Downtown East area of Toronto. We operate out of several locations and provide a wide variety of services including: primary health care, chiropody, physiotherapy, health promotion, social work, community health, immigrant and refugee services, harm reduction and homeless programs, Pathways to Education, infant and child development programs, parenting programs, youth outreach and employment services.
The Quality and Organizational Change Manager is responsible for providing performance measurement and quality improvement supports to Regent Park Community Health Centre’s programs, sites and departments and for supervision of assigned staff. The Manager works to strengthen programs and services through planning, monitoring and evaluation, and works with teams to facilitate client involvement in quality improvement initiatives.
This is a Full Time Permanent Position, 35 hours per week, plus Benefits and HOOPP Pension
- Oversee and assist in the design, development and implementation of quality improvement framework to ensure the organization is equipped to meet or exceed sectoral service standards.
- Review current processes and analyzes client flow data to support prioritization of improvements to service delivery, service integration and standard operating procedures.
- Work with organizational leaders to identify change management and culture building priorities and establish a framework and work plan to support progress of these goals.
- Provide coaching, mentoring, and support to staff teams to enhance their skills and abilities in change management.
- Develop an organizational quality improvement framework to support the alignment and coordination of projects across departments.
- Identify critical pathways, evidence-based tools and protocols, data dashboards in order to implement strategies to improve care in target populations.
- Supports adoption and spread of improvements aimed at reducing variation and inequities across programs/services/departments
- Design quality improvement initiatives to incorporate the voice of the clients and ensure alignment with strategic priorities and performance objectives of the programs and the organization.
- Help program teams to create and implement program and staff level accountability and performance measurement systems.
- Consults with and provides advice to organizational leaders regarding error prevention strategies.
- Support program evaluation to assess program effectiveness, identify areas for improvement, and develop action plans to address any issues.
- Oversee regular client satisfaction surveys to gather feedback on program effectiveness and identify areas for improvement.
- Advise and support in the development of client advisory committees or other formal mechanisms for involving clients in program planning and decision-making.
- Provide training and resources to staff to help them engage clients in a respectful and culturally sensitive manner.
- Maintain updated knowledge of sector’s trends, innovative activities, best practices, and internal observation of organizational and team performance to review/revise staff development and quality improvement plans.
- Collaborate with community partners and other stakeholders to engage clients in broader advocacy efforts aimed at improving program outcomes.
- Conduct all aspects of recruitment, supervision and performance management of team members.
- Ensure compliance with all relevant regulations, policies, and standards.
- Work with Director, Quality and Clinical Services to prepare funding proposals and other reports as required, assisting with grant applications/proposals and sourcing for funding
Required Skills, Knowledge & Abilities:
- Master’s degree in health administration or other relevant discipline; or combination of an undergraduate degree (e.g. Quality Improvement, Nursing, Public Health etc.) with extensive, progressive management experience
- Three to five years of management experience in quality improvement, staff development in a primary care setting, preferably within a Community Health Centre, community-based organization or in a health service organization.
- Strong leadership skills, with the ability to motivate and inspire staff.
- Excellent communication skills, with the ability to communicate effectively with staff at all levels.
- Knowledge of change management, program evaluation methodologies and quality improvement frameworks.
- Strong analytical skills, with the ability to analyze data and identify trends.
- Additional certification or training in Change Management, Quality Improvement, and Lean Six Sigma is a strong asset.
- Knowledge of relevant regulations, policies, and standards.
- Strong project management skills, with the ability to manage multiple projects.
- Experience working with evidence-based interventions, principles and strategies, with complex and marginalized populations
- Excellent oral and written communication skills in English; proficiency in a second language is an asset
- Proficiency in computer use (Microsoft Office, Internet, and email)
- Experience with an electronic client record system (PSS an asset)
- Ability to work in a fast-paced, high pressure environment
- Ability to effectively manage complaints and de-escalate and manage conflicts
- Ability to work collaboratively within and across teams and organizations
- Understanding of health equity and the social determinants of health
- Understanding of anti-oppression, harm reduction principles and trauma-informed care
- Ability to work effectively with people of various cultural, age and economic backgrounds
- Knowledge of the Regent Park and Moss Park and issues affecting the community
- Must have up to date COVID vaccine for the protection of clients and staff
Regent Park CHC is committed to equity in our hiring and employment practices. Applications are encouraged from qualified individuals who are Indigenous people, members of racialized communities, individuals of diverse sexual orientation and gender identification, persons with disabilities and others protected under the Human Rights Code as well as individuals with lived experience in the Regent Park community.
To protect the health and well-being of our clients and employees, Regent Park Community Health Centre has adopted a mandatory COVID-19 vaccination policy that requires new employees to have an up to date Health Canada approved COVID-19 vaccine. Individuals with valid medical or human rights-based exemptions, will be considered for appropriate accommodation within the policy.
Apply For This Position
Please submit your resume and cover letter by
No phone calls, please. We thank all applicants for their interest in this position, however, only those selected for an interview will be contacted. RPCHC is committed to developing an inclusive, selection process and work environment. If contacted, please advise the hiring manager if you require any accommodation during the interview process.