Lead, Indigenous Patient Experience, Cultural Safety and Partnerships

Job Summary:

In accordance with the Mission, Vision and Values, and strategic directions of Provincial Health Services Authority patient 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 Director, Patient Experience and Community Engagement, the Lead, Indigenous Patient Experience, Cultural Safety and Partnerships, is responsible for leading the development and implementation of the BCMHSUS Indigenous Health Action Plan, with a focus on improving patient experience, healthcare outcomes, and cultural safety for Indigenous patients, families, and staff. Supports BCMHSUS’ strategic goals and priorities by leading the planning, implementation, and evaluation of strategic initiatives, projects, and programs, in accordance with best and promising practices. Works in close partnership with internal and external stakeholders of BC Mental Health and Substance Use Services (BCMHSUS), including Correctional Health Services, Forensic Psychiatric Services, Adult Mental Health and Substance Use (AMHSU), PHSA Indigenous Health, BCMHSUS Indigenous staff, Indigenous organizations, First Nations Health Authority, regional health authorities, medical leaders, primary care providers, community partners, patients and families. Ensures deliverables are met in accordance with ministry and PHSA priorities and requirements.
Stakeholder management, change management, project and program management, knowledge transfer and exchange, and health service planning skills and knowledge will help advance community capacity and quality of the Indigenous patient experience in health settings across BCMHSUS. With an emphasis on equity, sex and gender lens and anti-Indigenous racism strategies across all policy, program development and service delivery, the role will develop project plans and objectives, and achieve desired results as identified in the project plans. The Lead will develop and track metrics, ensuring alignment to the PHSA Indigenous Health team and the organization’s strategies to address racism and improve patient care for Indigenous clients, patients and families. The Lead organizes and facilitates engagement initiatives, including public forums, focus groups, one-on-one interviews, and surveys, to elicit input and recommendations from Indigenous patients and families. The Lead may also support and lead subcommittees, working groups and project teams.

Duties/Accountabilities:

• Leads development, implementation, and evaluation of BCMHSUS Indigenous Health Action Plan, ensuring alignment with PHSA’s Indigenous Health team, the Calls to Action of Canada’s Truth and Reconciliation Commission, the United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), and the findings and recommendations of In Plain Sight, with the aim of improving patient experience and health care outcomes for Indigenous people accessing BCMHSUS services. Manages the promotion, monitoring and evaluation of the Plan, ensuring effective systems, practices, policies and timelines are met.
• Provides strategic and operational leadership to correctional health centres, adult mental health and substance use services, and forensic psychiatric services, with the aim of identifying and addressing existing barriers for Indigenous people accessing BCMHSUS services.
• Provides leadership and education on principles of Indigenous cultural safety, patient experience, community engagement with health professionals, leaders, and researchers across BCMHSUS, with the aim of transforming service delivery, research, and organizational culture. Identifies educational needs that support program and organizational objectives. Facilitates seminars and workshops. Develops educational tools. Uses effective management techniques (e.g., coaching, mentoring, skill and leadership development, performance management) to support the achievement of outcomes and operational requirements.
• Identifies critical barriers and issues impacting BCMHSUS and PHSA’s commitment to providing culturally safe and person- and family-centered care to Indigenous patients, clients, and families by assessing outcomes, gathering formal and informal data, recommending corrective actions, and leading and supporting actions.
• Identifies and evaluates new initiatives, partnership opportunities, new developments and trends in Indigenous health services planning through literature review, contact with peers at other organizations, professional associations and attendance at seminars, workshops and conferences.
• Provides consultative guidance and support to senior leadership, organizational committees, and operational groups as a subject matter expert on strategies to improve outcomes and experiences of Indigenous patients and families at BCMHSUS, with a focus on best and wise practices and evidence across Canada and internationally. Contributes to the development of service plans. Initiates and develops recommendations to support organization-wide, program-specific and unit-specific initiatives towards improving experiences of care for Indigenous peoples.
• Builds partnerships with Indigenous communities, agencies, and groups across BC, in conjunction with the directors and staff, regarding Indigenous health issues, with the goal of optimizing opportunities for collaboration and ensuring an integrated and coordinated approach to improving health care, cultural safety and patient experience.
• Leads policy development projects with the aim of ensuring Indigenous Cultural Safety, engaging necessary stakeholders. Review existing policies across BCMHSUS, and provide editorial and content recommendations to ensure alignment and consistency with Indigenous Cultural Safety.
• Develops project plans and objectives to outline timelines and project deliverables. Executes project plan according to project methodologies, ensures successful and coordinated completion of project components, consults with stakeholders as needed and ensures readiness for project implementation. Tracks project progress according to project plan and identified metrics. Monitors and reports on the status of programs and projects and major barriers encountered. Assesses project risks, identify risk mitigation strategies and monitor risk throughout the project lifecycle.
• Leads and supports quality improvement projects aimed at improving Indigenous patient experience, and facilitates the implementation of approved modifications and evaluation of process effectiveness to ensure culturally safe delivery of patient care and optimal use of organizational resources.
• Assists the Director with budget by monitoring expenses, reporting on variances and budget reconciliation. Adheres to program budget.
• Partners with internal and external partners to develop and implement internal and external communication strategies to improve access to culturally safe healthcare for Indigenous patients, clients, and families.

Qualifications:

Pursuant to section 41 of the British Columbia Human Rights Code, preference will be given to applicants of Indigenous Ancestry.
A level of education, training, and experience equivalent to a Master’s Degree in Health Services Administration, Social Justice, Transformative Organizational Change or relevant health care discipline with a minimum of five (5) years recent, related experience in project management as well as facilitating and managing consultation processes involving a wide range of partner groups, including Indigenous health organizations.
Demonstrated knowledge of Canadian colonial impacts on Indigenous people in social and health contexts, including gendered colonial violence supported by significant knowledge of Canadian and Indigenous ideologies. Demonstrated extensive knowledge of health issues, and especially the determinants of health, legislation and public policy affecting Indigenous people. Knowledge and appreciation of the unique history, cultures, and rights of Indigenous Peoples in Canada is required. Knowledge of and experience with Indigenous centered care and unique needs of Indigenous populations and health services, in alignment with Paige’s Story (2015), Truth and Reconciliation Call To Action report (2015), In Plain Sight: Addressing Indigenous-Specific Racism and Discrimination in BC Health Care (2020), Reclaiming Power and Place: Recommendations from the National Inquiry into Missing and Murdered Indigenous Women and Girls (2021), Sacred and Strong: Upholding Our Matriarchal Roles (FNHA, 2021). Knowledge of specific resources for Indigenous patients and families, i.e., First Nations Health Authority, Métis Family Services, Vancouver Aboriginal Child and Family Services Society and other delegated Aboriginal child and family services, Community Health Centre’s/Clinics on and off reserve, etc.
Experience or working knowledge of health systems and policy, organizational change, anti-Indigenous racism, resistance to change, population health, illness prevention, health promotion, mental health and substance use, knowledge exchange and change management. Comprehensive knowledge of the principles of Indigenous centred, culturally safe, trauma and violence-informed care and harm reduction, particularly in tertiary, inpatient, and/or secure settings. Ability to lead and participate effectively on collaborative change initiatives. Excellent communication and facilitation skills to function within a complex interdisciplinary environment, including ability to communicate with a wide variety of internal and external partners. Computer literacy with word-processing, spreadsheet, presentation, project management and database applications. Demonstrated extensive knowledge of Indigenous health care needs, services, and issues as well as knowledge of culture, protocols, traditions, and ideology of Indigenous people and organizations in British Columbia is an asset. Established knowledge and network of Indigenous communities, services, and agencies throughout BC is an asset.