Manager, Provincial Language Services

 

Provincial Language Services

Burnaby, BC

Reporting to the Director, Provincial Language Service (PLS), the Manager, PLS Programs is responsible for the operation, quality, and expansion of services and projects of the Provincial Language Service. The Manager works collaboratively to develop and implement strategies and approaches to ensure the sustainability, quality and operations of professional language services. The Manager also develops and oversees the implementation of funded or pilot projects that support PLS activities for BC’s Health Authorities.

The Manager researches, identifies and applies best practices in language services from other leaders in the industry. The Manager contributes to the overall growth, development and implementation of PLS policies, procedures and services to ensure access to services for multilingual and multicultural constituents, and reduce costs to the health system.

What you’ll do

• Manages the day-to-day operation of PLS services by ensuring adequate staffing is in place, addressing any emerging issues, overseeing the timely delivery of quality services, and planning for and managing resources to meet current and future work volumes.
• Collects, analyzes, and interprets performance indicator statistics and recommends and implements appropriate strategies to ensure effective resource utilization and optimal business performance.
• Develops tools and processes to evaluate the quality of policies and procedures for PLS programs and services, prepares and analyzes performance reports, and recommends and implements strategies for improving the quality and delivery of services to conform with best practice guidelines for the Language Service’s industry in partnership with the PLS leadership team and/or staff.
• Develops policies and procedures for processing language service requests, and ensures that language services meet best practice guidelines in partnership with the PLS leadership team. Identifies gaps in service, develops new processes/protocols and implements and communicates changes throughout PLS.
• Investigates, recommends and implements improvements related to service offerings, service delivery, pricing and emerging opportunities in the language services sector.
• Supervises designated staff by performing a variety of duties such as interviewing and making selection decisions, conducting performance reviews and addressing performance issues through intervention or coaching as required. Investigates staff issues and, where necessary, initiates disciplinary action. Identifies development and training opportunities for staff and conducts related training and orientation requirements for department staff.
• Develops and maintains collaborative and service relationships with representatives from other health authorities, community service partners, interpreters, translators, bilingual health professionals, PLS customers and vendors. The Manager relies on strong interpersonal and customer relationship management skills to promote the services of the PLS, to negotiate service agreements for projects, and to communicate key information to project stakeholders.
• Assists with the development of the budget for the PLS. Monitors expenditures in relation to the budget and/or special projects and reports on variances.
• Participates in the development, implementation and evaluation of the strategic direction and plans for the PLS.

What you bring

 

Qualifications

• A level of education, training and experience equivalent to a Bachelor’s degree in a related discipline such as Social Sciences, Communications or Business and five (5) years recent related experience including two years at a supervisory level, preferably in the area of business, language services, health care, communication, diversity or cultural competence.
• Demonstrated knowledge of the historic and ongoing impacts of settler colonialism on Indigenous Peoples in social and health contexts, including supported by significant knowledge of Indigenous-specific mandates, including clear understanding of and commitment to eradicate Indigenous-specific racism and discrimination and embed Indigenous Cultural Safety and Humility.
• Demonstrate comprehensive knowledge of the historic and ongoing impacts of settler colonialism and systemic racism on Indigenous Peoples within social and health contexts. This includes understanding how these factors contribute to current health disparities and barriers to care. Show a clear commitment to identifying, challenging, and eradicating Indigenous-specific racism and all forms of discrimination impacting equity-deserving groups within health care settings. This involves familiarity and understanding Indigenous Cultural Safety and Humility recognizing personal biases, institutional barriers, engaging in anti-racism education and training and advocating for systemic change.
• Demonstrated knowledge and understanding of legislative obligations and provincial commitments within Provincial Language Services contexts 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 - BC Human Rights Code, BC Anti-racism Act and how they intersect across the health care system.

Core Competencies

• Brings an understanding of the Indigenous specific racism and the broader systemic racism that exists in the colonial health care structure, and has demonstrated initiatives in breaking down barriers and ensuring a safe environment ensuring a sense of belonging to all and informed by Indigenous Cultural Safety.
• Awareness 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.).

Skills & Knowledge

• Strong written and verbal communication skills are required, as well as the ability to balance perspectives and negotiate clear understanding. Ability to develop positive relationships with potential partners and customers. Demonstrated ability to synthesize research information and consult to others.
• Experience working with networks, coalitions, multi-partner projects and ability to work with multiple stakeholders in a consultative capacity. Knowledge of issues relevant to healthcare in Canada and an understanding of roles of various stakeholders in healthcare and language services industries field are assets for this position.
• Ability to work independently. Ability to supervise. Demonstrated ability to use related equipment including word processing, project management, database, spreadsheet, and presentation software at an advanced level.
• Demonstrated flexibility to meet and adapt to changes in organizational priorities. Demonstrated organizational skills and ability to prioritize workload and work under time pressures to meet deadlines. Ability to develop and implement evaluation processes. Commitment to access and equity and a demonstrated understanding of the nature of systemic barriers to access in healthcare. Physical ability to perform the functions of the job.
• Demonstrates a commitment to beginning and/or continuing their personal learning journey related to Indigenous-specific racism and dismantling systems of oppression, as well as addressing racism more broadly. Shows willingness to articulate and share their learning experiences to contribute to a culture of motivation and inspiration among peers.
• Demonstrates foundational knowledge of the social, economic, and political realities of settler-colonialism and its impacts on Indigenous peoples and equity-deserving groups within social and health contexts. Understands the impact of social determinants of health-on-health outcomes. Shows a commitment to learning about and upholding legislative obligations and provincial commitments outlined in foundational documents such as the 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, Remembering Keegan: A First Nations Case Study, the BC Human Rights Code, Anti-Racism Data Act, and the Distinctions Based Approach.

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: $88,990 - $127,923. 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: 1795 Willingdon Avenue, Burnaby BC V5C 6E3
Closing Date: Until Filled
Hours of Work: 0800-1600 Monday-Friday
Requisition #: 190177E

 

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 – Create equity – Be courageous.

 

Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services

 

PHSA is committed to anti-racism and 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 excluded groups identified under the B.C. Human Rights Code.

 

One of PHSA’s North Star priorities is to eradicate Indigenous-specific racism, which includes ongoing commitments to Indigenous recruitment and employee experience as well as dismantling barriers to health care employment at every level. We welcome Indigenous individuals to apply and/or contact the Sanya’k̓ula 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 exclusion faced by Indigenous peoples. These initiatives align with an Indigenous rights-based approach, recognizing the inherent rights and title of BC First Nations and self-determination of all First Nations, Inuit and Métis communities. PHSA is mandated to uphold legislative obligations and provincial commitments found in the foundational documents including the 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 internaljobs.phsa.ca

 

Please note the internal job posting will no longer be accessible after the expiry date of October 27, 2025. If the internal job posting has expired, please contact the Internal Jobs Help Desk and advise that you would like to be considered as a late internal applicant for this position. Please do not apply for the external job posting.

 

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.