Manager, Indigenous Cultural Safety & Quality, Quality, Patient Safety & Experience

Manager, Indigenous Cultural Safety & Quality, Quality, Patient Safety & Experience

Quality Safety – Corporate

Vancouver, BC

Pursuant to section 42 of the British Columbia Human Rights Code, preference will be given to applicants of Indigenous Ancestry. We invite applicants to self-identify within their cover letter and/or resume.

Please note: This position is open for work in any location within the Province of British Columbia.

In alignment with the Purpose, Vision, Values, and Coast Salish Teachings, the Provincial Health Services Authority (PHSA) prioritizes safety for both patients and employees as a shared responsibility. This position emphasizes the continuous improvement of quality and safety in all activities. PHSA plans, manages, and evaluates selected specialty and province-wide health care services across British Columbia, collaborating with five geographic health authorities to enhance the health of all British Columbians. Our values reflect a commitment to excellence.

Reporting to the Director, Indigenous Cultural Safety & Quality, the Manager, Indigenous Cultural Safety & Quality will provide essential support and guidance focused on addressing and eliminating Indigenous-specific racism. This role involves working alongside leaders across PHSA to assist in implementing, coordinating, and evaluating strategic plans and initiatives that embed Indigenous-specific antiracism and cultural safety into organizational practices.

The Manager provides leadership and expert consultation in the identification, management, resolution, and education of Indigenous-specific racism and discrimination concerns and collaborates with key vested partners, internal and external to the organization, to facilitate culturally safe responses.

The Manager will foster and maintain respectful, collaborative relationships with PHSA leadership and external health partners, including Indigenous communities. They will support a visionary approach to Indigenous health by developing initiatives that enhance quality, patient safety, and overall patient experience across PHSA.

The Manager ensures avenues for client feedback are culturally safe, accessible and care concerns are addressed in a timely, appropriate, and respectful manner.

What you’ll do

• In collaboration with the Indigenous Health team as appropriate, provides leadership and manages the planning, alignment, and evaluation of services to enhance Indigenous cultural safety for patients and staff. Ensures alignment with PHSA’s strategic plan, B.C.’s Declaration on the Rights of Indigenous Peoples Act, Truth, and Reconciliation recommendations, PHSA Indigenous Health strategy, PHSA’s Integrated Quality & Safety Strategy, the First Nations Health Plan, the Tri-partite Health plan, and provincial mandates regarding Indigenous cultural safety and humility training.
• Provides leadership in the development of organization-wide processes and policies aimed at hardwiring Indigenous Cultural Safety and Humility into complaints management, alternate healing pathways and supporting a responsive, timely, and accountable complaints review process for concerns brought forward by Indigenous patients and families.
• Provides expertise, advice and education/training to Directors, Medical Directors and Managers and other senior leaders in the management of escalated, high profile Indigenous PCQO and/or point of care concerns, including complex patient and/or family situations, by bringing an Indigenous-specific decolonizing and anti-racist lens to the complaints review activities and review process.
• Works closely with PHSA-wide Programs and Services to develop strategies for improving service delivery for Indigenous clients. Promotes evidence-based best practices grounded in Indigenous knowledge to actively support the eradication of Indigenous specific racism across the organization.
• Leads and facilitates the implementation of Cultural Safety and Humility Standards within the Quality, Patient Safety & Accreditation teams. Ensures the appropriate referral of issues with potential risk or liability to Risk Management.
• Mobilizes, strengthens and sustains collaborative partnerships with Indigenous communities, agencies, Elders, and groups across BC, in conjunction with the directors and staff with the goal of optimizing opportunities for collaboration and ensuring an integrated and coordinated approach to improving health care and cultural safety.
• Applies expert knowledge of the Calls to Action of Canada’s Truth and Reconciliation Commission, the United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), the National Inquiry into
• Missing and Murdered Indigenous Women and Girls – Calls for Justice (MMIWG) (2019) and the findings and recommendations of In Plain Sight to ensure complaints are managed in alignment with the guidance and recommendations made to address Indigenous specific racism and discrimination. Supports and facilitates reviews of Indigenous-specific racism and discrimination incidents to achieve meaningful resolutions and identify systemic improvements.
• Leads departmental meetings, communicating needs and concerns and providing input from a client relations and quality of care perspective. Works in collaboration with, and as a member of, or chairs ISRD related Review Committees on events (including complaints) regarding Indigenous-specific racism and discrimination and implements follow up actions and recommendations from ISRD committees.
• Remains current on all related legislation, regulations, and standards, and provides expertise in interpretation and implementation to the PHSA Board, Executive, and Programs and Services.

What you bring

Qualifications

• A level of education, training, and/or experience equivalent to a Bachelor’s Degree in Health Administration, Social Justice, or relevant health care discipline with a minimum of seven (7) years’ recent, related experience
• in professional management/leadership with related conflict resolution/crisis intervention. Knowledge and experience with 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 for Indigenous patients.
• Comprehensive knowledge of Indigenous cultural safety and humility within health services contexts and have completed training in Indigenous cultural safety and trauma informed practice. Demonstrated managerial skills
• in a large, diverse environment. Strong interpersonal skills, with an ability to sit and hold space for difficult emotions and potentially complex and alarming situations that may be triggering due to shared Indigenous
• experiences. Ability to walk alongside people with compassion, tact and a focus on choice and agency in decision-making with respect to individual stories. Ability to make decisions independently as well as to
• collaborate with internal staff and a variety of external partners. Advanced conflict management and client support skills. Knowledge and ability to apply privacy and confidentiality principles. Knowledge of relevant legislation (e.g. FIPPA, PCQRB Act, BC DRIPA).
• Demonstrated extensive knowledge of Canadian colonial impacts on Indigenous people in social and health contexts, supported by significant knowledge of Indigenous ways of knowing and being. Demonstrated
• extensive knowledge of social, economic, political, and historical realities impacting Indigenous communities and advanced knowledge of Indigenous Cultural Safety and anti-racism and accompanying reports (BC DRIPA,
• TRC, In Plain Sight etc.). Knowledge and appreciation of the unique history, cultures, and rights of Indigenous Peoples in Canada; well-developed understanding of Indigenous Cultural Safety, white supremacy, and anti-Indigenous racism. Lived experience with Indigenous populations and 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. Demonstrated relational skills, including effective facilitation skills and/or applying effective conflict negotiation/resolution skills, including Indigenous circle processes, and bringing in an Elder/Knowledge Keeper as necessary. Awareness of and commitment to learning and understanding the 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) and Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls calls for justice, and how they intersect across the health care system.

Skills & Knowledge

• Demonstrated knowledge and understanding of legislative obligations and provincial commitments found in the foundational documents - including Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study - and how they intersect across the health care system.
• Supports team members on their ongoing learning journey, ensuring education strategy for team/department to eradicate Indigenous-specific racism and discrimination and embed Indigenous Cultural Safety at a practical level.
• Ensure integration of the legislative obligations and provincial commitments into policies, procedures and programs prior to engaging IH teams/departments.
• 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 of settler colonialism on Indigenous Peoples and familiarity with addressing Indigenous-specific anti-racism, anti-racism and Indigenous Cultural Safety and foundational documents and legislative commitments (The Declaration Act, the Declaration Action Plan, TRC, IPS, Remembering Keegan, 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

Salary Range: $106,026 - $152,413 /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: 1333 W Broadway, Vancouver, BC V6H 1G9
Closing date: Applications accepted until position is filled
Hours of Work: 0830-1630 (Monday to Friday)
Requisition # 179027E

What we do

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: jobs.phsa.ca/programs-and-services

PHSA is committed to equity in our hiring and employment practices. With learning and compassion, we are addressing existing inequities and barriers throughout our systems. PHSA is seeking to create a diverse workforce and to establish an inclusive and culturally safe environment. We invite applications and enquiries from all people, particularly those belonging to the historically, systemically, and/or persistently marginalized groups identified under the B.C. Human Rights Code.

One of PHSA’s North Star priorities is to eradicate Indigenous-specific racism, which includes dismantling barriers to health care employment at every level. We welcome Indigenous individuals to apply and/or contact the Sanya'kula Team (Indigenous Recruitment & Employee Experience) for support at indigenous.employment@phsa.ca.

Indigenous-specific anti-racism initiatives are rooted in addressing the unique forms of discrimination, historical and ongoing injustices, and marginalization faced by Indigenous peoples. These initiatives align with an Indigenous rights-based approach, recognizing the inherent rights and self-determination of Indigenous communities. PHSA must uphold legislative obligations and provincial commitments found in the foundational documents such as including Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study.

ATTN: PHSA Employees:

To be considered as a PHSA employee (internal applicant) for this position, you must apply online via your internal profile at http://internaljobs.phsa.ca  

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 internaljobshelpu@phsa.ca and a Help Desk Representative will contact you the next business day.