Salary Range: $88,990-$127,923/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.

Job Summary:

In accordance with the Purpose, Vision, Values and Coast Salish Teachings, and strategic directions of PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

The Provincial Health Services Authority (PHSA) plans, manages and evaluates selected specialty and province-wide health care services across BC, working with the five geographic health authorities to deliver province-wide solutions that improve the health of people living in BC. PHSA embodies values that reflect a commitment to excellence.

The Manager, Provincial Language Services (PLS) reports to the Director and is responsible for the day-to-day operations of the assigned portfolio. The Manager provides direction, supervision, coaching and performance feedback, and identifies and tracks metrics as they relate to the program deliverables, ensuring that program deliverables are completed on time and on budget. The Manager is a subject matter expert and applies professional expertise; provides leadership, advice, and guidance on various PLS initiatives; creates and updates various documents/resources and monitors and reports on the status of strategic activities.

The Manager cultivates and manages key partner relationships and collaborates to find access and equity-based solutions that will ensure the equitable inclusion of patients who communicate in a language other than English in fully understanding their health journey/care. The role researches, identifies, leads and/or applies knowledge translation initiatives and best practices in language services, that are patient centred, with a goal to improve health literacy. The role contributes to the overall growth, development and implementation of PLS policies, procedures and services and makes improvement recommendations to leadership to ensure access to services for multilingual and multicultural constituents and reduce costs to the health system.  

Specific Portfolio’s:

Language Services portfolio is responsible for both internal and external engagement, working closely with partners across the organization and within the community to advance language equity and access for BC’s Health Authorities and PHSA. It oversees new initiatives and projects funded by grants or pilot programs, driving efforts to ensure equitable access to services and information in individuals' preferred languages, while promoting inclusivity and improving communication within healthcare settings. The role also oversees contract management processes, ensuring compliance, negotiating terms, and maintaining strong vendor relationships to support organizational goals.

Support Services portfolio oversees the internal operations of all services related to language access, including interpreting and translation services as well as, quality and service level standards of an administrative and financial nature. Grows relationships with business leaders at all levels in the organization and leads the integration and optimization of best-in-class support technologies. Manage and promote implementation and monitoring of standard processes and provincial level reporting.

Duties/Accountabilities:

•    Manages the day-to-day operation of assigned portfolio 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. Provides advice or guidance that requires interpretation and judgment to team, leadership and other PLS partners.
•    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.
•    Tracks portfolio progress according to plans for language access initiatives and identified metrics. Monitors and reports on the status of initiatives and major barriers encountered. Participates in the development and monitoring of implementation budgets within the context of operations demands and environmental and resource constraints and uses best practice methods to thoroughly monitor and adhere to allocated budgets.
•    Makes recommendations to the Director regarding scope and related changes required to facilitate a successful outcome of language access initiatives. Implements or contributes to the implementation of effective processes to assess risks, identify risk mitigation strategies and monitors risk throughout the language access initiatives lifecycle.
•    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.
•    Establishes and manages collaborative relationships with health authorities, community service partners, and other key stakeholders to promote PLS services, negotiate service agreements, and resolve issues. Works closely with Regional Health Authority programs, virtual health, Privacy, Risk, and Legal teams to address challenges and ensure successful project execution and ongoing operations. Liaises with organizations and communities to identify and document deliverables, facilitating efficient and effective service delivery.
•    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. Participates in the development, implementation and evaluation of the strategic direction and plans for PLS.
•    Performs other related duties as required.

Qualifications:

A level of education, training, and experience equivalent to a Bachelor’s degree in a related discipline such as Health Services Administration, Business Administration, Social Sciences, or Communications with a minimum of five (5) year’s recent, related experience including language access and/or equity, diversity and inclusion experience and two (2) years at a supervisory level.

•    In depth knowledge of the health system and an excellent understanding of equity and language accessibility issues. Knowledge of issues relevant to healthcare in Canada and an understanding of roles of various partners in healthcare and language services industries field are assets for this position.
•    Demonstrated knowledge and commitment to access and equity and a demonstrated understanding of the nature of systemic barriers to access in language access industry healthcare.
•    Ability to supervise and coach team members.  
•    Excellent communication skills to function within a complex interdisciplinary environment including ability to communicate, balance perspectives and negotiate clear understanding with various levels of leadership and partners.
•    Demonstrated ability to work independently, effectively under time pressure to meet deadlines, balance work priorities and resolve problems in a timely manner.  Demonstrated flexibility to meet and adapt to changes in organizational priorities.  
•    Demonstrated ability to utilize initiative, vision, independent thinking, and creative problem-solving abilities to ensure responsive service delivery and implement project plans. Ability to develop and implement evaluation processes. Ability to monitor budgets and execute service and/or project plans.
•    Ability to develop positive relationships with potential partners and customers. Ability to utilize effective facilitation, persuasion, and negotiation abilities to achieve consensus, resolve conflict and achieve desired outcomes.  
•    Advanced ability to use related equipment including word processing, project management, database applications, spreadsheet, and presentation software.
•    Physical ability to perform the functions of the job.