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Director, Patient Experience and Community Engagement, BC Mental Health and Substance Use Services – Vancouver, BC

Director, Patient Experience and Community Engagement
BC Mental Health & Substance Use Services

Vancouver, BC



What you do

  • Develop, implement, and monitor client, patient, family and community engagement and education framework, policies and strategies in accordance with the PHSA and BCMHSUS vision, values and strategic directions and legal parameters. Evaluate policies and strategies from a patient experience lens, and participates in quality of care and risk management initiatives to ensure integration and enhancement of patient and family centered care.
  • Further patient and family education across the Agency to ensure patient informed decision-making, improved information and understanding on models of care, resources and external partners. Support a partnership between clients, patients, families, health care providers and relevant community stakeholders. Encourage client, patient and family participation in their care and ensures that they are provided meaningful opportunities to engage with care providers.
  • Provide visionary leadership to staff through mentoring, modeling  key behaviours  and fostering an environment conducive to patient and family centred care and community engagement atmosphere to promote and encourage employees to realize their maximum potential and growth. Oversee human resource management including recruitment, performance appraisals, resolving conflicts, monitoring and evaluating performance.
  • Set priorities and monitor progress in achieving objectives within the innovation and engagement across the portfolio. Develop practice networks/strategies to enhance the sharing of knowledge, monitor practice trends, and identify opportunities that promote patient and family engagement, innovation and partnerships for improvement.
  • Plan, manage and report on annual budget for the portfolio including preparing and recommending an operating budget, analyzing and reporting on variances, and monitoring budget expenditure and performance to meet annual budget and program targets.
  • Encourage, identify, and support research and the implementation of evidence-based practice including research, and quality improvement tools to build capacity and drive quality improvement.


What you bring


  • A level of education, training, and experience equivalent to a Master’s Degree in Health Administration, Adult Education or a related health discipline and seven to ten (7-10) years’ of experience in health care strategic development and health services management at a progressively senior level.
  • Current, or be eligible for, registration with regulatory college where appropriate.


Skills & Knowledge

  • Knowledge and experience with strategies to integrate the patient voice into health services and experience with cross- cultural awareness and sensitivity.
  • Knowledge of population health and demonstrate experience in addressing inequities through health services planning and models of care would be a strong asset. 
  • Leadership competencies required for this position outlined in the PHSA LEADS Framework. 
  • Demonstrated leadership capabilities in the areas of leading self, engaging others, achieving results, developing coalitions, and system transformation are required.
  • Linking patient experience quality data to real patient experience expediting positive change to achieve desired patient and health systems outcomes. 
  • Strong negotiation, mediation and facilitation skills. 
  • Understanding of various reports including Truth & Reconciliation Commission’s 94 Calls to Action (2015), In Plain Sight Report (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), In Plain Sight, Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls calls for justice, and how they intersect across the health care system.
  • Models and supports full team commitment to Indigenous Cultural Safety and anti-racism.
  • Collaborates with peers to ensure ICS lens applied holistically through department as whole
  • Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).
  • As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities impacting indigenous communities and familiarity with Indigenous Cultural Safety and anti-racism and accompanying reports (BC DRIPA, TRC, etc.). 


What we bring


Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness, development programs to support you – at work and at home.

  • Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
  • Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
  • Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
  • Annual statutory holidays (13) with generous vacation entitlement and accruement.
  • PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
  • Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.




Job Type: Regular, Full- Time (1.00 FTE)
Salary Range: $106,038 -$152,429 /year. The starting salary for this position would be determined with consideration of the successful candidate’s relevant education and experience, and would be in alignment with the provincial compensation reference plan. Salary will be prorated accordingly for part time roles.
Location: 4949 Heather St. Vancouver with hybrid/remote work options

Applications will be accepted until position is filled.
Hours of Work: 
Monday – Friday; 0830- 1630.

Requisition # 146351


As per the current Public Health Order, full vaccination against COVID-19 is a condition of employment with PHSA as of October 26, 2021.


What we do

BCMental Health & Substance Use Services (BCMHSUS) cares for people with complex mental health and substance use challenges.


BCMHSUS is part of the Provincial Health Services Authority (PHSA).


The Provincial Health Services Authority (PHSA) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Cultivate partnerships – Serve with purpose.


Learn more about PHSA and our programs:


PHSA and BCMHSUS are committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.


Reconciliation is an ongoing process and a shared responsibility for all of us. The BC Governments’ unanimous passage of the Declaration on the Rights of Indigenous Peoples Act was a significant step forward in this journey—one that all health authorities are expected to support as we work in cooperation with Indigenous Peoples to establish a clear and sustainable path to lasting reconciliation. True reconciliation will take time and ongoing commitment to work with Indigenous Peoples as they move toward self-determination. Guiding these efforts Crown agencies must remain focused on creating opportunities that implement the Truth and Reconciliation Commission Mandate.


ATTN: PHSA Employees:



To be considered as a PHSA employee (internal applicant) for this position, you must apply online via your internal profile at    


Please note the internal job posting will no longer be accessible after the expiry date of June 2nd , 2023 .If the internal job posting has expired, please contact the Internal Jobs Help Desk and advise that you would like to be considered as a late internal applicant for this position. Please do not apply for the external job posting.


If you have not registered your internal profile, a password is required to log in for the first time. To obtain your password, please contact the Internal Jobs Help Desk at 604-875-7264 or 1-855-875-7264. Please note regular business hours are Monday – Friday (excluding stats), 8:30am to 4:30pm. For inquiries outside of regular business hours, please email the Internal Jobs Help Desk at and a Help Desk Representative will contact you the next business day.