Manager, Patient Care Communications and Planning – Patient Transfer Network

Manager, Patient Care Communications and Planning – Patient Transfer Network

BC Emergency Health Services

Vancouver, BC (Hybrid)

Regular, Full-Time, Permanent, Non-Contract

BC Emergency Health Services (BCEHS) is hiring a Manager, Patient Care Communications and Planning – Patient Transfer Network.

Role 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, and as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

Reporting to the Director of Patient Care Communications & Planning (PCCP) and working within the Vancouver Dispatch Operations Centre, the Manager, Vancouver Dispatch Operations Centre (VDOC) is accountable for the overall leadership and management of the Vancouver Dispatch Operations Centre for BCEHS.

The manager is responsible for a 24/7 Communication Centre that provides ambulance responses to Pre-Hospital calls. The Manager is responsible for ensuring that the service consistently meets or exceeds established performance metrics and goals. This includes developing an effective well-organized staff, utilizing all available resources to efficiently meet the needs of patients calling VDOC and supporting the internal operations, while maintaining a positive work environment. The position participates in strategic and budget planning and is responsible for operational and resource planning activities.  

The Manager also works closely with the Inter-Facility Transfer Manager to support inter-facility ground transfers to meet patient and health care system needs while still maintaining maximum possible efficiency of resources. The Operations Manager resolves escalated case and system issues working closely with team members throughout the organization to ensure problem resolution and customer satisfaction. The position escalates trends and issues to the Director, PCCP.

The Manager liaises closely with the Communications Centre Teams in Kamloops and Victoria, Metro and Rural Operations Managers, Critical Care Managers, BC Patient Transfer Network, and other BCEHS programs and services as well as outside agencies such as other Pre-Hospital and Dispatch agencies, Police agencies, Fire Agencies, and Health Authorities. The position will negotiate with the union at a regional level and work with the media on relevant issues.

The Manager will work with the Manager, Inter-Facility Transfers by jointly sharing the daily staff management duties, including daily workload call balancing, employee absence management, payroll issues and staff performance management.

The role provides administration on-call coverage to VDOC teams. The Manager carries out this role demonstrating the organization’s core values of patients first, best value, results matter, improvements through knowledge, and open to possibilities.

What you’ll do

• Participates in strategic and operational planning activities, budget preparation, initiatives and projects planning, as a key member of the PCCP operational management team.
• Manages the day-to-day VDOC operations working closely with management colleagues and supervisors to ensure service consistently meets or exceeds established performance metrics and goals.
• Establishes guidelines/procedures, outlining standards, interprets policy directives and provides guidance to staff to ensure implementation, facilitating the resolution of issues in a positive manner.
• Prepares various regular reports for review by the Senior PCCP Leadership team regarding performance and workload information.
• Ensures that the VDOC Communication Centre is responsive to changes in protocol and practice, identifying staff training and system development needs.
• Monitors current practice trends, and identifies opportunities to promote innovation and improvement initiatives.
• Provides leadership and guidance to staff promoting an environment of excellence, continuous learning, teamwork, evaluation with regards to quality and metrics. Facilitates resolution to work issues and conflict, and ensures methods are in place to address employee recognition and morale/motivation.
• Hires direct reports, selects, mentors, coaches and supports opportunities for learning and development, conducts employee performance reviews.
• Manages employee relations issues, compensation/classification issues, and attendance management issues and conducts performance evaluations.
• Ensures schedule levels are monitored and adjusted to meet operational requirements,
• Ensure robust performance of the VDOC team to support the delivery of operational services and meet organizational targets and objectives.
• Ensure the effective and efficient use of ground resources and available air services in the delivery of high quality pre-hospital ambulance services.
• Provide Incident Command where required for significant and major incidents and events
• Participates and provides leadership to organizational and inter-departmental committees, task groups or internal and external working teams as required.
• Participates in projects and imPROVE events as required

What you bring

Qualifications

A level of education, training, and experience equivalent to an undergraduate degree in Health, Business or Administration or at least three (3) years of progressively increasing responsibility in an ambulance dispatch environment

Skills & Knowledge

• Demonstrated track record of effective leadership in an ambulance emergency operations environment preferred
• In depth knowledge of regulatory policies, legislation, and processes in BC Ambulance Service
• Excellent interpersonal, communication, facilitation and leadership skills including the ability to negotiate with and influence others, both internal and external to the organization at various levels
• Demonstrated aptitude for progressive, innovative thinking
• Collaborative leadership skills in working with others to identify issues, design creative solutions, follow-up with action and evaluate results
• Physical ability to perform the duties of the job
• ICS 300 or better or equivalent

Indigenous Cultural Safety and Diversity

• Knowledge of Canadian colonial impacts on Indigenous people in social and health contexts, supported by significant knowledge of Canadian and Indigenous ideologies, including knowledge, and understanding of Indigenous cultural safety, cultural humility, Indigenous-specific racism and anti-racism.
• Awareness of and commitment to learning and understanding the Truth & Reconciliation Commission’s 94 Calls to Action (2015), In Plain Site 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.
• Supports team members on their learning journey, ensuring education strategy for team/department to implement Indigenous Cultural Safety at a practical level.
• Works collaboratively with appropriate Indigenous teams/departments to ensure ICS lens applied holistically.
• 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).
• 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.)

While BCEHS would consider a foundation in Indigenous cultural safety to be a strong asset for consideration, our commitment to enhancing Indigenous cultural safety includes providing all employees with access to resources and training programs in partnership with San'yas Core Health Indigenous Cultural Safety Training and Anti-Indigenous Racism Response Training. 

Core Competencies

• Demonstrates Character: Models personal and organizational values, and communicates in an honest and transparent manner.
• Assesses & Evaluates: Measures and evaluates outcomes. Holds self and others accountable for results, and course corrects as appropriate.
• Communicates Effectively: Adjusts style based on audiences and situations, using respectful and open communication.
• Demonstrates Critical Thinking: Using a process-focused approach, identifies root causes rather than focusing on the symptoms.
• Self-Awareness: Understands the impact your attributes and emotions have on performance of self, others, and organization
• Builds Teams: Fosters environment of cooperation, support and knowledge sharing

What we do

BC Emergency Health Services (BCEHS) provides provincial emergency medical care and patient transfer services, as a part of the Provincial Health Services Authority (PHSA). BCEHS brings compassionate, equitable, and professional emergency care, interfacility transfers, and community health-care services to people in communities across British Columbia. 

BCEHS is 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.

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 and 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, Permanent, Non-Contract

Salary Range: $106,026 - $152,413

Typical Hiring Range: $106,026 - $132,533

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.
Location: Vancouver, BC (Hybrid) 

Closing date: March 4, 2025

Requisition #179906

Contact:excludedrecruitment@bcehs.ca(Only applications submitted online through this posting will be considered. Please do not send resumes to this email address, as email applications will not be reviewed.)

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