Director, Human Experience

Salary Range (Hourly Rate): $59.79 – $85.95

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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 Executive Director, Quality, Safety, Improvement, Risk, Experience, and Research, the Director works in partnership with the Executive Director and Executive Medical Director to provide direction and support for a high performing Office of Human Experience, Patient Care Quality Office (PCQO) and Clinical Ethics program within Island Health. The Director works closely with key interest holders, internal and external to the organization, to facilitate the investigation of patient/family complaints, seeking resolutions that are meaningful and cultural safety and promote quality improvement arising from that feedback, as well as is responsible for overseeing the implementation and integration of the Human Experience strategy within Island Health’s clinical governance structures, and ensures clinical ethics best practices are advocated for, and works with key partner agencies to achieve outcomes identified in the Island Health Strategic Plan. The Director participates in establishing the infrastructure and working arrangements for Quality, Safety, Improvement, Risk, Experience and Research program delivery and planning. The Director allocates and manages all physical, human and financial resources, anticipating future changes that will affect service delivery.

Qualifications

Education, Training And Experience

A level of education, training and experience equivalent to a Master’s degree in a related discipline such as a Master’s of Science in Nursing, Master’s in Applied Leadership and Training or Master’s of Public or Health Administration, plus a minimum of seven (7) years’ recent, related experience and professional management/leadership, or an equivalent combination of education, training and experience. Sound working knowledge of planning concepts related to budgetary, staffing, quality and strategic initiatives.

Skills And Abilities

• Demonstrated leadership and managerial skills in a large, diverse environment, including conflict-resolution skills and the ability to facilitate, negotiate and persuade others.
• Ability to communicate effectively orally and in writing, including the ability to make effective presentations to groups.
• Demonstrated ability to build and maintain effective relationships, internal and external to the organization.
• Demonstrated ability to establish courses of action for self and others that are results orientated and facilitate change.
• Demonstrated commitment to the value of continuous learning.
• Demonstrated ability to create and execute strategic plans.
• Demonstrated ability to respond to the needs of interest holders, supported by an acute awareness of the impact of actions.
• Demonstrated ability to problem-solve with a global perspective, in order to incorporate the organization’s systems and strategies when developing viable solutions to problems.
• Demonstrated ability to productively use spreadsheet, word processing, and database applications.
• Physical ability to perform the duties of the position.

Additional Information for Applicants

The Director of Human Experience is responsible for leading the following teams: Patient Concerns and Quality Office, the Office of Patient Experience, and the Ethics Department. Experience and a deep understanding of the Canadian Health Care System, and Health Authorities in particular, is essential for success in this role. Priority access will be given to Indigenous (First Nations, Métis and/or Inuit) candidates.