Care Quality Specialist, Corrections

 

Patient Care Quality Office

Vancouver, BC

 

Reporting to the Director, Patient Care Quality Office, the Care Quality Specialist, Corrections, provides guidance and leadership on provincial, national and international standards of complaint management to BC Corrections health care service areas. The role ensures consistent and standardized health care policies and procedures throughout 10 BC Correctional Centres in the health care service areas, and is responsible for coordinating and reporting on annual audits of care quality complaint trends. The Care Quality Specialist provides direct advice to the health care staff, as well as expertise and support to professional practice leadership in the Corrections facilities.

 

What you’ll do 

• Work with BC Corrections Health Services leadership to monitor, develop, implement and evaluate indicators of quality outcomes and performance; prioritize quality initiatives based on program functions, needs and performance measurement systems; plan, develop and implement patient safety and quality improvement education, initiatives and materials, including evaluation and sustainment tools.
• Contribute to continuous quality improvement of the department by identifying and evaluating new initiatives, developments, opportunities and trends.
• Meet with PHSA senior leaders, Ministry of Health representatives, Office of the Ombudsperson, Patient Care Quality Review Board, Prison Legal Services, Correctional Health Services and other stakeholders as required to provide updates and direction related to care quality at BC Correctional centres.
• Provide guidance on provincial, national and international standards to BC Correctional facilities and to staff, encouraging dialogue, and provides leadership and advice to facilitate resolution to care quality issues, complaints and improvements.
• Develop and implement policies and procedures relating to health care quality and safety for review by the Medical Director, Correctional Health Services, as well as facility/agency specific leadership and health care committees.
• Ensure BC Correctional health care quality and safety activities are in alignment with accreditation requirements.
• Manage the complaints process by working directly with patients and families or Correctional Health Services through a full chart review of the electronic chart to determine appropriate action, documentation and reporting, and timely follow up as guided by the Patient Care Quality Review Board Regulations, associated Ministerial Directives, and PHSA policy and standards.
• Collaborate and act as an expert resource to Directors, Medical Directors and Managers as well as other senior leaders or administrative support staff in the management of patient complaints/concerns, requests for information and requests for assistance.
• Assist in the maintenance and development of client feedback information management system (i.e. Patient Safety and Learning System (PSLS) data collection tools and databases), ensuring that client feedback is documented, and activities and outcomes are analyzed and reported for accountability and improvement purposes. Create standard and ad hoc reports as required for PHSA Executive, Board, and the Ministry of Health.
• Perform other related duties, as assigned.

What you bring 

• A level of education, training, and experience equivalent to a Baccalaureate in Health Care Administration, or Business Administration plus graduation from a recognized Nursing or Health related program and a minimum of (3) years’ management experience. Supplementary courses in addictions/substance use/mental health are desirable as is experience working in a correctional facility.
• 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 Patient Care Quality Office 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

• Demonstrated leadership and management skills in a large diverse environment with the ability to build team capabilities and form coalitions with diverse stakeholders.
• Ability to maintain confidentiality and discretion when meeting with government officials and other key stakeholders.
• Demonstrated analytical problem solving to develop progressive, creative and innovative solutions.
• Ability to monitor and/or report on budget/resource variances. Demonstrated ability to exercise good judgement, plan, organize, and delegate responsibility.
• Strong oral and written communication skills to present and prepare concise analyses, reports and recommendations to multidisciplinary audiences.
• Ability to be adaptable and flexible to meet changing priorities and resource constraints, working diplomatically to establish and maintain effective working relationships with various levels of management, staff, physicians, and other health care staff.
• Ability and willingness to travel, work independently with little or no supervision, and have flexible work hours.
• Demonstrated ability to productively use spreadsheet, word processing, database, and presentation applications.
• Physical ability to perform duties 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 and development.
• 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).
• Perks include access to fitness classes and discounts to 350 BC-wide recreational programs, travel, technology, car and bike sharing, and more.

Job Type: Regular Full-Time

Salary Range: $90,770 - $130,481. 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: 1333 West Broadway, Vancouver, BC V6H 1G9

Closing Date: Applicants accepted until position is filled

Hours of Work: 08:30-16:30 Monday-Friday

Requisition #: 199582E

 

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.

 

Attention current employees of PHSA:

 

You must apply via your internal profile at http://internaljobs.phsa.ca.

 

The internal job posting expires on June 8, 2026 and will no longer be accessible. If the internal job posting has expired, please e-mail internaljobshelpu@phsa.ca with the six-digit job requisition number and your PHSA employee ID number to be considered as a late internal applicant. Please do not apply for the external job posting.

 

If you have not yet set up an internal profile, please e-mail internaljobshelpu@phsa.ca with your PHSA employee ID number to obtain your temporary password. Our business hours are Monday-Friday 8:30am-4:30pm, excluding Statutory Holidays and a Help Desk Representative will respond to you with 1-2 business days.

 

If you are not a current employee of PHSA and require assistance with your application, please contact the External Careers team at careers@phsa.ca.