Quality Improvement Specialist

JOB SUMMARY:

• The Quality Improvement Specialist, in accordance with the agency’s policies, standards, and guidelines, is responsible for leading and contributing to process and quality improvement initiatives and projects that enhance client safety, client satisfaction, and increase operational efficiency and resource use. The Quality Improvement Specialist will contribute to the departmental mandate through engineering and redesigning processes supported by technology that enhance the experiences and outcomes of the client/family and Mental Health and Addiction (MHA) providers, increasing operational efficiencies and reliability, and reducing clinical and operational risks and cost.

DUTIES, RESPONSIBILITIES, AND RELATED TASKS:

Organizational:

• Assist team to establish and implement a Total Quality Management System, including the design and integration of an CMHA Simcoe County Branch (CMHA SCB) Quality Framework involving the core domains of quality (i.e., STEEEP = safe, timely, equitable, efficient, effective and person-centred).
• Use project management tools, implementation science and change management practices to support the agency in operationalizing the CMHA SCB Strategic Plan and other continuous improvement initiatives at the agency and program level.
• Assist with organization-wide education and capacity building related to risk management and quality and process improvement (PI). Establish and maintain an inventory of QI and PI tools and resources.
• Assist team to establish and implement an Integrated Risk Management Framework including establishing the organizational risk registry and risk reporting pathways in alignment with HIROC risk classification system.
• Assist with incident management as directed by the Director of Quality, Risk and Corporate Performance.
• Assist team to establish an evidence-based Incident Management and Analysis Framework including incident reporting pathways and detailed incident analysis and quality of care review processes.
• Manage and coordinate communication and response to client, family, community, stakeholder compliments and concerns.
• Support the Accreditation process under the leadership of the Accreditation Coordinator.

Program and Services:

• Facilitate the management, collection and analysis of clinical and non-clinical CMHA data at the staff, client, family, and community and stakeholder level to find opportunities for quality improvement, risk management and service enhancement initiatives.
• Provide expertise, leadership, facilitation and guidance in the design and implementation of program planning and evaluation methods; supporting knowledge to action and data-driven decision-making.
• Research, analyze, and disseminate new knowledge regarding quality improvement, client-centred care, client safety and risk management. Support the agency in the application and integration of emerging evidence into QI and PI initiatives and the development of innovative models of care.
• Work with teams to establish and implement agency and program-level policies and Standards of Practices (SOPs) based on best practice standards set by Health Quality Ontario, Mental Health and Addictions Centre of Excellence, Accreditation Canada and other evidence-based industry standards.
• Collaborate with program managers and direct service staff to coordinate the review of critical and adverse incidents, ensuring implementation of recommendations and risk mitigation strategies.

Monitoring and Evaluation:

• Assist team to design and implement a continuous quality improvement program with sustainability strategies and reporting system, including defining metrics to measure overall success. Regularly measure and report on the status of process and quality improvement efforts and impacts.
• Support the development and implementation of quality assurance measurements and audits to measure the compliance to agency and program level policies and SOPs.
• Assist team to design and implement an Integrated Risk Management Reporting Framework, proactively and systematically identifying, mitigating and managing organizational risk, including measuring and reporting risks according to the HIROC domains of risk.
• Assist team to design and implement an Incident Management Reporting Framework including measuring and reporting adverse events, monitoring and reporting on trends and outcomes.

Performance and Goals:

• Responsible for achieving or exceeding set performance targets and goals as outlined by the program and organization.

Community Relations:

• Maintain positive relationships with networks, professional organizations, community partners and other key stakeholders.
• Represent the agency mandate, mission, values, and philosophy of the agency in the community, including networks or meetings as requested.
• Assist in the training and mentoring of students, new staff, and/or volunteers.

Professional Development:

• Enhance in-depth knowledge and understanding of relevant research, best practice and applicable legislation.
• Participate in ongoing professional development and mandatory training.
• Set annual performance and professional development goals.
• Participate in regular meetings with supervisor.
• Attend relevant conferences, workshops, and other in-service events as approved.

Other:

• Provide support, advice and expertise to committees and working groups as required.
• Perform other related duties as assigned by the Director, Quality, Risk & Corporate Performance.

KNOWLEDGE, SKILL AND BEHAVIOURAL COMPETENCIES REQUIRED:

• Demonstrate initiative in project and change management, including leading program-specific and agency-wide projects; effectively organizing, planning, and coordinating multiple projects and related activities and executing on and holding others accountable for their assigned tasks.
• Training in Quality Improvement required.
• Demonstrate understanding of safety science concepts such as systems thinking, human factors, client safety, and high reliability organizations.
• Demonstrate ability to effectively engage and work collaboratively with all levels of staff.
• Be flexible and effectively work in a busy environment with changing priorities and deadlines.
• High level of proficiency in MS Office Suite (e.g. Excel, PowerPoint, Word) and other project management software
• Excellent verbal and written communication skills.
• Excellent curriculum development and presentation/facilitation skills.

WORKPLACE REQUIREMENTS:

Hours of Work

• Thirty-five (35) hours per week with the ability to work within a flexible framework to respond to client/staff/program needs.
• Attendance at special events required from time-to-time.

Qualifications:

• A Bachelor’s degree in health administration, health, social sciences or related field.
• Minimum of 3-5 years recent experience in leading/contributing to quality improvement initiatives (design, implementation and/or evaluation stages).
• Experience in PI/QI and/or Implementation Science (e.g. Lean, Six Sigma, Knowledge to Action Framework), Human Factors engineering, Risk Management, Change Management and Project Management required.
• Must have access to a vehicle, a valid Ontario driver’s license, and adequate automobile insurance.
• Fluency in French or another second language would be an asset.
• Legally entitled to work in Canada.