Leader, Quality of Life and Resident Experience

Work Area: 
Elder Care Program Admin
Base Site: 
Honoria Conway
Regular Full Time
Job Category: 
Management/Non Union
Residential Care Facilities


Reporting to the Director, Resident Experience and working in consultation with the Resident Care Managers, Senior Operations Leaders, the Program Director, physicians, clinical and corporate staff and community partners, this position leads initiatives and coordinates quality-related work to establish an enduring quality improvement culture within long term care (LTC) at Providence Health Care. Engages with all levels within LTC and PHC including residents and their families to assist in developing, implementing and sustaining a transformative social model of care based on resident and family-centered valued outcomes. Applies knowledge and expertise of improvement methods, tools and systems in a collaborative and participative process that aligns with organizational and LTC goals, objectives and improvement priorities, focusing on enriching the lives of residents in Long Term Care.


Knowledge and understanding of process improvement implementation in a clinical environment.
Demonstrated systems thinking with the ability to see beyond specific issues and connect ideas and opportunities at an organizational level.
Demonstrated problem-solving skills with ability to identify root causes and effective solutions.
Demonstrated ability to challenge inefficient/ineffective processes and to offer constructive alternatives.
Demonstrated collaborative decision-making skills with the ability to seek out and integrate diverse points of view.
Excellent oral and written communication skills to function within a complex interdisciplinary environment.
Demonstrated ability to work effectively under pressure to meet deadlines, balance work priorities and resolve problems in a timely manner.
Demonstrated effective interpersonal skills and ability to work cooperatively within and across organizational units using consensus building, consultation, and negotiation to achieve common goals.
Demonstrated client focus including ability to focus efforts on discovering and meeting clients’ needs and aspirations.
Physical ability to perform the duties of the position.


Bachelor’s Degree in Nursing or a Health Sciences discipline (Master’s preferred) plus a minimum of five (5) years’ recent, related experience in working in a health care organization supporting the implementation of resident/patient quality improvement initiatives and/or projects in a complex environment including experience in seniors care and/or palliative care, or an equivalent combination of education, training and experience.


Provides support to LTC Operations Leaders and other multi-disciplinary team members in identifying and implementing quality improvement strategies and initiatives that will enhance the social models of care while ensuring consistency with organizational strategic priorities through steering committees, working groups, on site engagement, communication strategies and informal networks.
Supports identification, development and monitoring quality indicators based on resident and family valued service and social health outcomes. Reviews and evaluates services to identify issues and areas of concern; and makes recommendations for improvement. Monitors service to ensure the implementation of social model of care quality improvements are bringing about the desired results.
Works with LTC leaders and staff to support the understanding and enhancement of client and family experience; reviews trends in resident/family complaints, gathers feedback from staff and physicians, and integrates the data to assist in defining and implementing Social Models of Care quality improvement strategies and initiatives in collaboration with all stakeholders.
Consults with stakeholders to identify methods for collection and analysis of data and for reporting of data to LTC leaders, senior leadership, Ministry of Health, and other external organizations. Reviews and modifies tools for data gathering and reporting and provides support to staff in the use of data collection tools to ensure accuracy and consistency of information.
Provides facilitation, coordination and/or support to clinical and service providers to implement and promote quality improvement initiatives and to accelerate the adoption and impact of a quality improvement culture within LTC with a focus on improving the resident and family experience and quality of life for residents that enables joy, meaning and belonging.
Provides education and support to resolve problems or barriers and ensure a consistent approach and success of quality improvement initiatives.
Involves and engages family and resident partners and liaises with residents and their families using a variety of communication methods to create a foundation of trust, engagement, transparency and improved satisfaction for clients.
Builds strong relationships and works collaboratively with internal and external stakeholders to successfully complete projects and initiatives.
Maintains knowledge and understanding related to the methods and tools of continuous quality improvement and their application including researching regional, provincial, national and international trends and innovations. Role models Social Model of Care principles based on Home for Us philosophy and acts as a resource and coach to others in this regard.
Performs other duties as required.