Salary Range: $118,923-$170,951/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.

Reporting to the Senior Director, Digital Innovation & Capital Planning, BCMHSUS, the Director, Provincial Crisis Line Services provides senior leadership for the planning, delivery, and oversight of provincially coordinated 24/7 crisis line services and virtual health initiatives. The role is accountable for strategic direction, operational performance, service delivery agreements, technology and vendor oversight, and continuous quality improvement to ensure accessible, high-quality crisis response services across BC. The Director leads complex, high-impact initiatives involving multiple internal and external partners, including regional health authorities, contracted service providers, technology vendors, and the Ministry of Health. The role operates with a high degree of autonomy and is responsible for ensuring the quality, accessibility, sustainability, and risk management of provincially delivered crisis services within a highly visible and high-risk environment.

Duties/Accountabilities:

• Provides strategic leadership for provincial crisis line services and virtual health initiatives, including establishing program direction, priorities, and performance expectations to support timely, equitable, and high-quality access to crisis response services across BC.
• Oversees the delivery of provincially coordinated, 24/7 crisis line services across contracted providers, ensuring service quality, performance monitoring, system coordination, and continuous improvement.
• Leads system planning and coordination with internal and external partners, including regional health authorities, PHSA programs, Indigenous partners, and the Ministry of Health, through formal governance structures and collaborative planning processes.
• Holds accountability for service delivery agreements with contracted crisis line providers and key technology vendors, including contract negotiation, renewals, procurement processes, vendor performance monitoring, and issue resolution.
• Develops, oversees, and manages program budgets within the context of operational demands, environmental and resource constraints, and emerging priorities; allocates resources and implements remedial strategies as required.
• Establishes and oversees policies, standards, procedures, performance indicators, and risk mitigation strategies governing provincial crisis line and virtual health services to ensure alignment with PHSA requirements and relevant external standards.
• Leads and directs staff, including performance improvement activities and assignment to initiatives and programs. Provides overall leadership and direction for the team using effective management techniques (e.g., coaching, mentoring, skill and leadership development, decision making, coalition building and performance management) that support the achievement of required outcomes.
• Exercises substantial independent judgment in complex, ambiguous, and high-profile environments, and represents PHSA in matters with significant operational, financial, reputational, and public interest implications.
  
  

Qualifications:

• A level of education, training, and experience equivalent to a Master’s Degree in Health Services Administration, Public Health, Business Administration, or related health profession, with more than 10 years recent, related experience including at least two (2) years in a progressive leadership role.
• Extensive experience in facilitating and managing consultation processes with a wide range of partners (including public, senior and middle management, physicians and staff, regional health authorities, and ministry staff and officials), managing strategic and operational programs, and contract and budget development and oversight.
• Comprehensive knowledge of health care systems, crisis response services, virtual health delivery models, and relevant government procedures, standards, and requirements.
• Demonstrated expertise in service delivery agreement oversight, procurement processes, vendor negotiations, and performance management.
• Ability to provide leadership, guidance, and direction to others.
• Strong negotiation, interpersonal, and communication skills.
• Ability to use appropriate strategies to resolve conflict and build consensus between partners on critical issues.
• Ability to anticipate and respond to changing priorities or unforeseen opportunities. Ability to analyze and problem-solve complex issues toward creative solutions.
• Ability to organize and prioritize work and balance multiple activities concurrently while working effectively under time pressures to meet deadlines.
• Ability to productively use word processing, spreadsheet, database, and project management software.
• Experience and demonstrated ability to collaboratively lead a diverse team and manage staff in a complex, multi-partner environment.
• Comprehensive understanding of the complexity of service delivery of BCMHSUS and the provincial health system in British Columbia.
• Demonstrated commitment to on-going learning and professional development.