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Director, Quality, Planning, and Risk Management

Closing Date:
Open until position filled
Job Summary:

Waterloo Wellington Community Care Access Centre

Notice of Administrative Job Vacancy​

Date of Posting: November 25, 2015      Posting:   15-A-17           
Closing Date:   December 9, 2015       Union:      Non-Union  Management

Position: Director, Quality, Planning, and Risk Management

FTE:         1.0 Full-time

Initial Assignment:  141 Weber Street, Waterloo ON. Regular Day Shift. Ability to travel throughout Waterloo Wellington region as required.


The Director will develop, implement, monitor, evaluate and continuously improve upon a comprehensive and integrated organizational patient safety, quality improvement and risk management program at WWCCAC. The Director will provide internal expertise, education, and leadership for leading the planning, development and execution of the Quality, Risk Management, Planning & Project Management Office, Ethics & Research, Patient Safety & Engagement, and Privacy functions in support of the delivery of outstanding care – every person, every day and reflective of our organization's values. The Director will provide leadership across the organization to implement the necessary frameworks and tools to support an effective culture of safety that includes quality improvement, patient safety and risk management, at all times ensuring WWCCAC is in line with provincial or national directions in areas of quality, risk management and patient safety.  The Director will identify key corporate projects, provide direct leadership or project management where appropriate, and participate and support where others take the lead. This role will work collaboratively throughout all aspects of the organization.


Functional Strategy:

  • Responsible for leading the development of a function-specific strategy that is aligned with the organization's strategic priorities
  • Develops annual work plans including determining priorities and performance indicators
  • Determines annual budgets in the context of the organization's broader budget
  • Based on annual plan (department and organization) and workplan, determines staffing requirements
  • Determines efficient and effective service delivery model including partnerships and technology requirements
  • Creates and monitors a function-specific risk management plan, monitors and creates action plans for mediation, where required
  • Participates with other functional Directors in the development of a portfolio-wide plan and collaboratively oversees execution, measurement and results

Program and Operational Leadership:

  • Leads development of function-specific policies and procedures; ensures compliance
  • Ensures compliance with all legislation and regulation
  • Oversees / monitors the implementation of programs/services, and reviews performance indicators to ensure programs/services are effective
  • Provides subject matter advice and guidance to the executive team and Board /Board Committee as required
  • Participates and/or leads internal and sector committees and initiatives, including partnerships with other CCACs, OACCAC or service providers
  • Provides leadership to the Quality, Planning, and Risk Management team with a focus on engagement and culture through, for example, meetings, communications and learning/team building activities
  • Provides direct leadership including development/assessment of an annual performance plan, identification of learning opportunities, career coaching and on-going mentoring.


  • Leads the development of the annual WW CCAC Quality Improvement Plan (QIP) and ensures all reporting requirements are met.
  • Responsible for WWCCAC's successful participation in the Accreditation Canada process, including integration of accreditation standards into ongoing cycle of quality improvement and patient safety across the organization.  Ensures compliance with required organizational practices (ROPs) and all other Accreditation Canada safety criteria. 
  • Serves as the Chair, WW CCAC employee committee for quality and patient safety
  • Through external networking and research, the director will conduct ongoing environmental scanning for emerging best practices in patient safety, patient experience, and quality improvement.

Risk Management:

  • Responsible for Integrated/Enterprise Risk Management Framework
  • Responsible for Event Tracking Management System (ETMS) and event reporting
  • Leads the development of the organization wide quality and risk management strategy; ensures alignment with strategic and operational business plans; ensures there are effective avenues to receive and manage issues from clients, patients, families and providers
  • Working with Infection Prevention and Control and Health & Safety managers in Patient Services and HR, ensures practice and promotion of best practice with respect to infection prevention, infection control, violence prevention, monitoring and surveillance.
  • Leads emergency planning and coordination, pandemic planning, and business continuity planning from a risk management perspective.
  • Manages any patient-related litigation files including supporting investigation and responses.  Coordinates legal counsel as required.  Supports front-line staff and managers in understanding and participating in the process as required.  Conducts case reviews and recommends service improvements.

Planning & Project Management:

  • Provide​s leadership to the annual planning (operational and strategic) and related risk management planning
  • Directs the team responsible for development, coordination, implementation, and reporting on the Annual Business Plan and related projects
  • Directs the project management office, driving continuous quality improvement methodology and change management focus

Ethics & Research:

  • Leads the Ethical Framework practice and rounds
  • Manages the contracted Bio-ethicist
  • Directs coordination of research requests for CCAC participation and/or data

Patient Safety & Engagement:

  • Supports as needed the patient engagement representative in management of patient concerns when of high urgency or escalating.
  • Works with patient engagement representative to identify any cases of risk management concern.
  • Identifies themes arising from complaints that provide quality improvement opportunities.
  • Fosters person-centred philosophy


  • Acts as Chief Privacy Officer
  • Monitors systems for privacy breaches, assesses level of risk, reports to appropriate persons and/or bodies as required for their action, eg. managers, senior team, CNO, ClinicalConnect, etc.  Ensures compliance with the privacy breach process.
  • Provides privacy legislation expertise to guide internal legislative compliance.


  • Education and experience typically includes a graduate level university degree with specialization in information science, mathematics, management, healthcare, and  5 – 7 years of professional experience
  • Knowledge of the Ontario health sector – LHINs, HSPs, etc.
  • Knowledge of quality (including lean and Six Sigma) patient safety and risk management in a clinical service delivery environment
  • Knowledge of formal requirements for accreditation and QIP
  • Knowledge of patient experience best practices
  • Knowledge of performance measurement and management
  • Knowledge of privacy regulatory environment, including PHIPA, Privacy Act, FIPPA, QCIPA, Health Care Consent Act, etc.
  • Knowledge of the WW CCAC's legislative environment, programs and services in order to develop impactful analysis and advisory services to core service delivery
  • Managerial skills in support of strategic and operational planning, budget development/maintenance, and people leadership
  • Ability to travel throughout Waterloo Wellington region as required​

WWCCAC strives to create a respectful, accessible and inclusive work environment.  Upon individual request, hiring processes will be modified to remove barriers to accommodate those with disabilities.  Should any applicant require accommodation through the application, interview or selection processes, please contact Human Resources at for assistance. 

If you are interested in this position, please submit a cover letter, along with a detailed resume, outlining how your skills, qualifications and experience meet the position requirements, quoting posting #15-A-17  before 4:30 p.m. on December 9, 2015 to Human Resources (e-mail: We thank all applicants in advance; however, we will be communicating only with those selected for an interview.





About the CCAC

Community Care Access Centres (CCACs) connect people across Ontario with quality in‐home and community‐based health care. CCACs provide information, access to qualified care providers and community‐based services to help people come home from hospital or live independently at home.