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Manager of Quality and Performance Improvement

Closing Date:
Open until position filled
Job Summary:

Waterloo Wellington Community Care Access Centre

Notice of Administrative Job Vacancy


Date of Posting:       May 26, 2015Posting:              15/A/02
Closing Date:           June 9, 2015 Union:                 Non-Union
Position: Manager of Quality and Performance Improvement   FTE:            1.0 – Full Time
Initial Assignment:  140 Weber Street, Waterloo ON. Regular Day Shift.


Reporting to the Director, Quality Risk Management and Planning, the Manager provides leadership and support to individuals and teams to plan, implement, measure, evaluate and sustain quality improvements and to integrate quality improvement and patient safety processes across the CCAC.  In addition, the Manager will work in collaboration with Patient Services staff and our partners (service providers, health service providers, LHIN and others) to improve quality and patient safety across the care continuum.

The Manager, Quality & Performance Improvement is committed to providing outstanding care – every person – every day. This role will exhibit the following values:  Person-centered, accountable, collaborative, respectful and innovative.  In collaboration with portfolio team members, the individual is responsible to drive an action-oriented quality and patient safety culture where patient experience reflects the organization's vision of "Outstanding care – every person, every day". 


  • Provides leadership, coaching, mentoring and training to relevant stakeholders on the use and practice of Lean methodologies, tools and effective change management.
  • Supports and coaches teams in the development and implementation of Lean and continuous process/quality improvement initiatives with a focus on achieving measurable and sustainable results.
  • Focuses on performance that strives to eliminate waste, improve customer/patient satisfaction via the use of Lean tools and continuous improvement methodologies.
  • Supports management in the development, planning and execution of a continuous improvement culture across the organization.
  • Works with leadership to implement projects designed to maximize process and quality improvement performance and evaluation.
  • Ensures that improvement initiatives are directly linked to the strategic and tactical objectives, emphasize efficiency and effectiveness of processes, and enable breakthrough process changes and improvements.
  • Monitors improvement activities, identifies and evaluates root causes for performance gaps, and recommends strategies for improved outcomes.
  • Develops and implements a visual management system and standard work as part of the process improvement initiatives.
  • Coordinates process and quality improvement activities, including process mapping, value stream mapping and rapid improvement events, with internal programs to promote organizational effectiveness and prevent overlapping goals and activities.
  • Develops and implements a repository for projects, implements reporting/tracking systems, and maintains a core set of tools and standard methodologies for use across the organization to ensure a standardized and consistent approach to project execution and replication.
  • Establishes benchmarks through lessons learned and information gathered from internal and external data sources.
  • Coordinates, facilitates or leads specific process/quality improvement projects as required.
  • Applies a wide range of analytical techniques, statistical methods, and/or process and quality improvement tools to drive improvements.
  • Develops methodologies, structures, tools and templates to support best practices in process and quality improvement.
  • Assists WWCCAC team members and stakeholders to identify and implement solutions via process and quality improvement activities.
  • Supports a culture of quality, utilizing key tools and standards to design clinical and operational improvement activities.
  • Develops and implements the Lean process and quality improvement curriculum and toolkit.
  • Provides facilitation, training and instructional material to train and educate leadership and team members on Lean methodologies/tools.
  • Engages in knowledge transfer and sharing of best practice across the organization, peer organizations and system.
  • Represents WWCCAC at various meetings/forums and presents at relevant conferences, seminars as needed.
  • Prepares reports, briefing notes and presentations for all levels and stakeholders of the organization as needed.
  • Provides front-line supervision to quality improvement staff as required.
  • Recommends changes to structure and process that may have labour relations impacts.


  • Minimum Bachelor's degree in Healthcare, Engineering, Business Management, Adult Education or relevant experience.
  • Lean certification at the Green or Black Belt level is preferred. Six Sigma is an asset.
  • Project management certification an asset.
  • Experience in risk management and privacy as an asset.
  • 3-5 years related experience in Continuous Process Improvement, using Lean methodology and tools, preferably in a healthcare environment. Six Sigma is an asset.
  • Experience with process/value stream mapping, process design/redesign and workflow management
  • Proficient computer skills and the ability to use the Microsoft suite of software, as well as statistical, simulation and database software applications.
  • Demonstrated project and change management skills.
  • Results oriented with demonstrated ability to influence.
  • Excellent organizational, planning and time management skills.
  • Strong analytical, problem-solving, negotiation and conflict resolution skills.
  • Able to develop and utilize effective performance indicators.
  • Effective interpersonal, verbal and written communication skills, for driving change management.
  • Excellent facilitation, training and presentation skills.


    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/02 before 4:30 p.m. on June 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.