Job Description

As a member of the Senior Management Team, the Director of Quality, Risk and Performance provides leadership in the implementation of a robust quality, client safety and risk management program across the organization. The Director fosters a culture of continuous quality improvement and excellence by working with partners to develop and enhance systems and processes that embed dimensions of quality across the organization. A strong focus on best practices standards, client-centeredness, safety, effectiveness, efficiency, access, and equity is paramount to support the organization’s strategy and operations and align with the overall vision and mission of the organization.

We are looking for: A Full-Time Permanent Director of Quality, Risk and Performance

Hours of Work: Monday to Thursday: 8:30am to 4:30pm, Friday: 8:30am to 3:30pm. On-call is required.

Location: Head Office; This is a hybrid role.

Reports to: Vice President, Quality, Strategic Partnerships and Communications

Compensation

Hiring Salary Range: The salary for this role ranges from $120,000 to $130,000 per year, depending on your skills and experience.

On top of a competitive base salary, we support rest and overall wellness through generous paid time off for vacation, personal and sick days.

Circle of Care Benefits:

Hybrid Environment: This is a hybrid position, with a mix of 3 in-office work and 2 work-from-home days, offering a balanced hybrid schedule. Our main office at 4211 Yonge Street has subsidized underground parking and is located conveniently on the subway line and GO transit.

Health and Dental Benefits: A robust benefits plan with comprehensive health, dental, paramedical and vision coverage with employer paid premiums to support you and your family through all stages of life.

Retirement Savings Plan: As part of our commitment to your long-term well-being, we provide an RRSP program through RBC with employer and voluntary employee contributions.

Learning and Development: We support your continued growth and learning through paid training and professional development opportunities throughout your career.

Responsibilities

• Leads the development, implementation, monitoring, and continuous improvement of the organization's integrated Quality, Risk, Performance, Safety, and Compliance Framework, including the annual Quality Improvement Plan (QIP), Balanced Scorecard, Client Safety Plan, Enterprise Risk Management (ERM) Program, and associated reporting structures.
• Champions and drives organization-wide quality improvement initiatives, embedding continuous improvement methodologies and building quality improvement capability throughout the organization to achieve measurable improvements in client outcomes, client safety, service quality, operational effectiveness, and organizational performance.
• Partners with the Senior Leadership Team and Board of Directors to advance a culture of quality, client safety, accountability, equity, compliance, innovation, and continuous organizational learning.
• Oversees the collection, analysis, interpretation, monitoring, and reporting of quality, safety, risk, compliance, client experience, and organizational performance indicators.
• Ensures the timely preparation and presentation of reports, dashboards, scorecards, risk summaries, and quality performance updates to the Quality Committee of the Board, Board of Directors, Senior Leadership Team, and external stakeholders.
• Advances the organization's performance measurement and analytics strategy, leveraging data and insights to identify trends, monitor outcomes, evaluate performance, assess compliance, and support evidence-informed decision-making.
• Leads the measurement, evaluation, and continuous improvement of client, caregiver, and family experience across the organization.
• Provides leadership for the organization's Enterprise Risk Management Program, including risk identification, assessment, mitigation planning, monitoring, and reporting across clinical, operational, strategic, financial, regulatory, cybersecurity, privacy, and reputational domains.
• Oversees organizational processes related to incident management, critical incidents, client safety events, privacy breaches, complaints, and legal claims, ensuring a coordinated, transparent, learning-focused, and risk-based approach.
• Develops and implements processes to monitor, evaluate, and report on organizational compliance risks and performance, identifying areas requiring corrective action and continuous improvement.
• Provides organizational leadership and oversight for privacy compliance and related legislative requirements, ensuring appropriate controls, education, monitoring, and reporting mechanisms are in place.
• Leads the organization's Accreditation Canada process and all external reviews, audits, inspections, and assessments, ensuring readiness, alignment with standards, successful outcomes, and continuous improvement.
• Monitors emerging legislative, regulatory, accreditation, and sector requirements, proactively assessing organizational impacts and leading implementation of required changes.
• Collaborates with the CEO, Senior Leadership Team, Board of Directors, system partners, and external stakeholders to advance organizational priorities and strategic partnerships that support quality, safety, client experience, innovation, and system integration.
• Represents the organization within sector committees, networks, working groups, and partnerships to advance leading practices and contribute to system-wide quality improvement initiatives.
• Works collaboratively across all programs and departments to ensure leaders and staff have the tools, training, resources, and supports necessary to deliver safe, effective, high-quality, equitable, and person-centred care in the community.
• Provides leadership, coaching, mentorship, and professional development to staff, fostering a culture of accountability, collaboration, innovation, continuous learning, and high performance.

Risk, Health and Safety Management

• Participating in health and safety processes and procedures
• Participating in maintaining a safe workplace environment by cultivating a positive safety culture and encouraging best practices to promote both staff and client safety and well-being
• Participating in all health and safety training initiatives on a regular basis
• Taking proactive action against client incidents within your scope of practice
• Protecting the wellbeing of staff by providing a safe and healthy working environment.
• Promoting a culture of safety by being responsible for encouraging blame-free reporting.
• Investigating adverse events by performing a root cause analysis and gathering all relevant information as it pertains to the event.

Qualifications

• Minimum five (5) to eight (8) years related experience in quality and risk management programs and methodologies in a healthcare environment with three (3) to five (5) years in a formal leadership, policy development, or project leadership role
• Master’s Degree with a focus on Health Sciences, Health or Business Administration, or related field
• Solid knowledge of quality, risk and improvement methodologies including process mapping, statistical analysis, ERM practices, measurement and tools, and knowledge of applicable legislation.
• Project Management designation, LEAN certification or equivalent experience an asset
• Experience in developing and executing both short and long term quality improvement strategies with proven ability to scope, plan, execute and track complex projects in a health care environment
• Understanding and experience with client experience design methodologies
• Exceptional ability to nurture positive, professional relationships with different stakeholders (internally and external)
• Solid understanding of leadership principles and change management in complex environments
• Knowledge of service delivery models used in community health care organizations and community resources (e.g., services and programs), including the roles of health care professionals
• Demonstrated exceptional communication and interpersonal skills
• Flexible, adaptable, and responsive to change
• Self-directed with an ability to organize, plan, prioritize, and multi-task and think both analytically and critically with attention to detail

Additional information

Circle of Care is committed to fostering an inclusive, accessible environment, where all employees, volunteers and clients feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and creating an environment where every employee has the opportunity to reach their potential. Circle of Care seeks applicants who embrace our values of equity, anti-racism, and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including but not limited to those who identify as First Nations, Métis and/or Inuit/Inuk, Black, members of racialized communities, persons with disabilities, women and/or 2SLGBTQ+.

We are committed to an environment that is barrier free. If you require accommodation, please inform us in advance.

We thank you for your interest in Circle of Care. We welcome you to apply for this role, even if you do not meet every requirement listed. Circle of Care may use artificial intelligence (AI) through third-party platforms, to assist in parts of the recruitment and/or selection process. Only applicants who are selected for an interview will be contacted.

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