CCAC Provincial Boundary Map


To find your local region, please enter your postal code


Director, Projects and Process Improvement

Closing Date:
Open until position filled
Job Summary:

Date: June 30, 2017

Job Title : Director, Projects and Process Improvement

Reports to: VP, Contracts, Decision Support and Process Improvement



Position Summary:

The Director, Projects and Process Improvement will develop, implement, monitor, evaluate and continuously improve upon:

  • A comprehensive and integrated organizational Project Management Office (PMO) at WWLHIN.
  • A comprehensive and integrated continuous Quality Improvement Program (CQI) at WWLHIN.
  • A comprehensive and integrated organizational incident management system (IMS) including patient and non-patient risk events.

The Director will provide leadership for the planning, development and execution of these deliverables, in support of our mission of acting in the best interest of our residents' health and wellbeing.  The Director will provide leadership across the organization to implement the necessary frameworks and tools to support effective PMO, CQI and IMS programs.  This role will work collaboratively throughout all aspects of the organization.

The Director leads the PMO and will be responsible for the WWLHIN's approach to the full life cycle of projects undertaken.  The successful individual will be knowledgeable, experienced, and proficient in Project Management, including Project Management standards and practices at an organizational level and projects within WWLHIN's annual business and operating plans. In addition, the Director will have strong leadership, people, and communication skills.

Key Responsibilities:

  • Provides overall leadership for the PMO and Quality staff and functions.
  • Provides leadership for a Program Management approach to organizational projects, across the full project life-cycle, including a framework for monitoring and reporting project and program status.
  • Develops an organizational approach to continuous quality and process improvement, including a Quality Plan and approach.
  • Develops a process improvement framework to embed CQI in the organization, building upon existing tools and initiatives.
  • Based on annual plan (department and organization) and work plan, determines resources requirements. 
  • 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 the development of the annual WW LHIN Quality Improvement Plan (QIP) and ensures all reporting requirements are met.
  • Responsible for WWLHIN'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.
  • Through external networking and research the director will conduct ongoing environmental scanning for emerging best practices in project management, patient safety, and process improvement.
  • Provides leadership to the annual planning (operational and strategic) and related risk management planning.
  • Participates as a key input into the 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.


  • A graduate degree in health or business administration, or a related health discipline, or equivalent experience.

Preferred Experience

  • At least 5 years in a management role in a related field.
  • Experience in leading continuous quality improvement initiatives.
  • Experience in managing complex projects and programs (multiple projects).  Project Management Professional (PMP) designation would be an asset.
  • Strong communication and negotiation skills with an ability to work in a collaborative environment necessary for the team and organization to accomplish its strategic objectives.
  • Demonstrated experience with systems alignment initiatives in large complex organizations or systems.
  • Experience in analyzing and interpreting performance data and quality indicators.
  • Proven ability to develop performance monitoring plans, processes and practises.
  • Demonstrated problem solving skills with an ability to develop innovative solutions to address complex challenges.
  • Exceptional attention to detail.
  • Demonstrated conflict resolution and negotiation capacity.
  • Flexibility and adaptability in a dynamic and fast paced work environment; ability to effectively prioritize and manage multiple projects.
  • High level of personal initiative, creativity, and self-motivation. Forward-thinking and proactive.
  • Strong presentation, communication and interpersonal skills, including the ability to interact across the WWLHIN system and influence effectively at all levels.
  • Ability to take a hands-on approach to completion of tasks and responsibilities.
  • Passion for creating better health, better care, better value.


People Leadership

  • Provides leadership to the Project Management and Quality teams 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.
  • Strong people leadership skills, demonstrating ability to motivate, develop and build an engaged and high performance team. 
  • Strong customer focus and commitment to service excellence.


Safe Working Environment 

  • Through own work, and the management of others, ensures that the WW LHIN consistently operates a safe working environment, wherever work is undertaken.
  • Follows all safe work practices and procedures and immediately communicates and mitigates any activity or action which may constitute a risk to client or staff safety.
  • Participates in related training and education.


Communicating and Influencing Others

  • As a senior technical expert, responsible for providing strategic and operational advice to the organization's senior leadership team; responsible for senior level facilitation.
  • In partnership with Patient Services, will participate in resolution of some of the LHIN's most challenging service issues (patient/client/family, service providers and others stakeholders).


Problem Solving, Decision Making and Accountability 

  • This role is responsible for the design and implementation of an organization wide PMO, CQI, and IMS – while executive staff provide oversight, the role is responsible for determining the operational plan and priorities. 
  • The Director must not only deal with known problems, but he / she must undertake scenario planning to identify unknown, future challenges that require proactive and longer term planning.
  • The Director is responsible for day-to-day decision making related to priority setting, budget allocation/spend, staffing issues and the operationalization of policy/procedure. 



  • Quality and risk management are foundational to the safe and effective operations of the LHIN; as such, while there are a range of mitigation practices (policy, procedure, legislation, etc.) this role has the potential to both positively and adversely impact the overall organization.


Management of Human Resources

  • The Director is responsible for a team of Project and Quality Managers, direct and indirect reports.
  • Responsibilities include workforce planning, hiring of resources, performance management and career/job coaching.
  • May also serve as a project / working group lead for both internal and external initiatives.


Mental Effort and Concentration 

  • Job requirements include attention to detail in review and preparation of documents/spreadsheets as well as listening during discussions, interviews and consultations.


Physical Effort

  • The role spends significant time using a computer requiring fine motor skills for key boarding.


Working Conditions

  • The job is performed in an office environment.
  • There may be some requirement for travel to off-site locations within and outside the local geography.


WWLHIN 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, before 4:30 p.m. on July 19, 2017 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.