Indigenous Care Quality Specialist, Corrections

Job ID 2432823_pl355 Date posted 05/05/2025 Job Summary:

In accordance with the Mission, Vision, Values and strategic direction of PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.
Reporting to the Indigenous Patient Care Quality Office Manager, the Indigenous Care Quality Specialist, Corrections, provides guidance and leadership on provincial, national, and international standards of complaint management to BC Corrections Health (CHS) care service areas, with a primary focus of supporting complaints made by Indigenous patients and families. The role ensures a culturally safe approach to patient care quality reviews throughout the 10 BC Correctional Centres in the health care service areas and is responsible for coordinating and reporting on annual audits of care quality complaint trends for PCQO CHS files with indigenous complainants. The Care Quality Specialist provides direct advice to the health care staff, as well as expertise and support to professional practice leadership in the Corrections facilities.

Duties/Accountabilities:

• Works with BC Corrections Health Services leadership to monitor, develop, implement, and evaluate indicators of quality outcomes and performance; prioritizes quality initiatives based on program functions, needs and performance measurement systems; plans, develops and implements culturally safe patient safety and quality improvement education, initiatives, and materials, including evaluation and sustainment tools.
• Collaborates with key stakeholders regarding patient/client complaints and concerns and supports a culturally safe and appropriate resolution of issues.
• Provides advice and consultation regarding the management of Indigenous client feedback/complaints, including both verbal and written communication and courses of action when initial steps do not resolve issues to a complainant's satisfaction.
• Contributes to continuous quality improvement of the department by identifying and evaluating new initiatives, developments, opportunities, and trends related to Indigenous-specific racism and discrimination and fostering culturally safe care.
• Meets with PHSA senior leaders, Ministry of Health representatives, Office of the Ombudsperson, Patient Care Quality Review Board, Prison Legal Services, Correctional Health Services, and other stakeholders as required to provide updates and direction related to care quality for indigenous patients at BC Correctional centres.
• Provides guidance on provincial, national, and international standards to BC Correctional facilities and to staff, encouraging dialogue, and provides leadership and advice to facilitate culturally safe resolution to care quality issues, complaints, and improvements.
• Contributes to the development and implementation of PCQO policies, procedures and protocols relating to health care quality and safety for review by the Medical Director, Correctional Health Services, as well as facility/agency specific leadership and health care committees.
• Ensures BC Correctional health care quality and safety activities are in alignment with accreditation requirements.
• Manages the complaints process by working directly with indigenous patients/families and Correctional Health Services through activities such as full chart reviews of the electronic health records to determine appropriate action, documentation, and reporting, and timely follow up as guided by the Patient Care Quality Review Board Regulations, associated Ministerial Directives, and PHSA policy and standards.
• Collaborates and acts as an expert resource to Directors, Medical Directors, and Managers, as well as other senior leaders or administrative support staff in the management of indigenous patient complaints/concerns, requests for information and requests for assistance.
• Assists in the maintenance and development of client feedback information management system (i.e., Patient Safety and Learning System (PSLS) data collection tools and databases), ensuring that client feedback is documented, and activities and outcomes are analyzed and reported for accountability and improvement purposes. Creates standard and ad hoc reports as required for PHSA Executive, Board, and the Ministry of Health.
• Performs other related duties, as assigned.

Qualifications:

A level of education, training, and experience equivalent to a Baccalaureate in Health Care Administration, or Business Administration plus graduation from a recognized Nursing or Health related program and a minimum of (3) years’ management experience plus three (3) years’ related conflict resolution/crisis intervention experience, including one (1) year of recent related experience in any of the following areas: Indigenous specific anti-racism work, or work in the Indigenous health sector, inclusive of facilitation related to Indigenous cultural safety, Indigenous health administration, or direct health service delivery. Candidate must also have comprehensive knowledge of Indigenous cultural safety and humility within health services contexts and have completed training in Indigenous cultural safety and trauma informed practice. Supplementary courses in addictions/substance use/mental health are desirable as is experience working in a correctional facility.
Demonstrated leadership and management skills in a large diverse environment with the ability to build team capabilities and form coalitions with diverse partners (both internally and externally). Demonstrated comprehensive knowledge of Indigenous worldviews and perspectives of health and wellness and/or demonstrated allyship. Demonstrated proficient knowledge of Indigenous cultural safety and humility within health services contexts. Demonstrated knowledge of systemic discrimination, anti-Indigenous racism, colonization, and social determinants of health. Ability to maintain confidentiality and discretion when meeting with government officials and other key stakeholders. Demonstrated analytical problem solving to develop progressive, creative, and innovative solutions. Ability to monitor and/or report on budget/resource variances. Demonstrated ability to exercise good judgement, plan, organize, and delegate responsibility. Strong oral and written communication skills to present and prepare concise analyses, reports and recommendations to multidisciplinary audiences. Ability to be adaptable and flexible to meet changing priorities and resource constraints, working diplomatically to establish and maintain effective working relationships with various levels of management, staff, physicians, and other health care staff. Ability and willingness to travel, work independently with little or no supervision, and have flexible work hours. Demonstrated ability to productively use spreadsheet, word processing, database, and presentation applications. Physical ability to perform duties of the job.