Clinical Operations Manager - North West

Clinical Operations Manager - North West

BC Emergency Health Services

North West District, BC (Hybrid)

Regular, Full Time, Permanent, Non-unionized

BC Emergency Health Services (BCEHS) is hiring a Clinical Operations Manager - North West.

Role Summary

In accordance with the Mission, Vision, Values and strategic direction of BCEHS, safety, including both patients and employees, is a priority and a responsibility shared by everyone at PHSA's Agencies/Divisions/Services, and as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

Reporting to the Director, the Manager, Clinical Operations is responsible for the operational and administrative management of BCEHS programs and services; including execution of provincial initiatives to ensure the effective, efficient, and consistent delivery of ambulance services in a 24x7 environment as part of the provincial health system in British Columbia. Having direct operational management responsibility for a geographical or program area, the Manager, PCD is responsible to ensure timely and consistent delivery of ambulance services within allocated resources to meet demanding patient and health care system needs.

In this key leadership role, the Manager, Clinical Operations oversees a team of Leaders and/or Supervisors providing direct front line support, guidance, mentorship and leadership to BCEHS employees, health partners and other emergency response agencies as required in collaboration with internal and external stakeholders.

What you'll do

• Ensure BCEHS operations are carried out in a manner that complies with Work Safe BC (WSBC), PHSA, BCEHS Health & Safety standards, organizational goals, values and policies. Engages and collaborates with the Director, Safety Advisor and Workplace Health to ensure compliance with regulations and policy, timely investigation of issues/incidents, and proactively report and resolves safety or labor related concerns.
• Contribute to, promote and lead an organizational culture that is patient focused, supportive and respectful of all employees embracing BCEHS guiding principles and values ensuring that all interactions are performed with professionalism, courtesy, dignity and respect.
• Fosters a positive work environment that empowers and encourages employees to realize their maximum potential; creating commitment, ownership and personal growth. Develops a 'just culture' and a culture of continuous learning by building healthy relationships and mentoring others.
• Promotes excellence, innovation, quality, and safety by identifying risks, system's issues, and opportunities for improvement. Including identification and reporting of risks, system's issues, and opportunities for improvement of quality or processes working closely with team members throughout the organization to ensure problem resolution and customer satisfaction.
• Support and assist frontline employees in accessing support services. Maintain communication with sick and injured employees and assist in facilitating access to CISM and debriefing support.
• Ensures methods are in place to address employee recognition, moral and motivation.
• Provide effective human resource management through leadership, guidance, support, mentorship and developing a high performance team of employees who work to high standards and performance objectives and manage day-to-day frontline operations.
• Participate in strategic short and long term operational initiatives and project planning activities including budget preparation and management for the delivery of BCEHS programs and services, monitor performance, report and be accountable for achieving objectives set within the resources assigned.
• Provide Spending Authority in accordance with approved matrices for operating expenditures within the program area making sound judgments with awareness of fiscal responsibility and priorities seeking appropriate approval for decisions where and when required.
• Monitor system performance; take appropriate action to mitigate and prevent impacts to patient care delivery, contribute to system continuous quality improvement providing recommendations related to system performance and optimization of resources, improved efficiency and quality patient-focused care.
• Engage, develop and maintain effective communications with elected local officials and representatives of health authorities, hospitals, police, fire departments and other community agencies to ensure effective and appropriate delivery of service.
• In cooperation with internal and external stakeholders, manage and resolve issues to ensure high quality delivery of service and escalate issues as appropriate according to defined procedures.
• Provide appropriate notification, support and leadership to significant and major events, resolve issues and problems within scope of authority and be a key resource in emergency management planning for the program area when required.
• Conduct investigations into safety incidents and patient, client and employee concerns that may arise in a program area in a fair and consistent manner.
• Appropriately manage employee relations issues, including disciplinary action and dismissals. In consultation with the Director, Labor Relations and Human Resources staff, manage employee performance, investigate employee misconduct, and conduct performance evaluations.
• Provide patient care when required.
• Represent the Director as required.

What you bring

Qualifications

• 5 years of full-time operational management experience in EMS or equivalent experience and a demonstrated track record of effective leadership.
• A valid BC driver's license
• Successful completion of an annual fit test in accordance with the respiratory protection program
• A license in accordance with the Emergency Medical Assistant Licensing Board Regulations and a level of fitness to assist in the role of a paramedic if and when required.
• Ability to work in other locations or assigned other work requiring attendance outside of business hours

• This role will require the successful incumbent to be onsite 4 days per week.

Skills & Knowledge

• Exceptional written and oral communication skills and functional knowledge of BCEHS and EMS systems
• Track record of taking responsibility for their performance and integrating organizational goals and values to make valid evidence-based decisions.
• Demonstrated ability:
  • to build positive working relationships with other senior level emergency service provider officials, healthcare partners, the private sector and public interest agencies.
  • to influence others to work together to achieve common goals in the delivery of high-quality health services, to create a healthy organization where communication and engagement, professionalism and continuous learning are valued.
  • to set direction by identifying, establishing and communicating clear and meaningful expectations and outcomes and they measure and evaluate outcomes while holding themselves and others accountable for results.
  • to engage and develop relationships and collaborate with a wide variety of internal and external stakeholders to improve service is required.

Indigenous Cultural Safety and Diversity

• Knowledge of Canadian colonial impacts on Indigenous people in social and health contexts, supported by significant knowledge of Canadian and Indigenous ideologies, including knowledge, and understanding of Indigenous cultural safety, cultural humility, Indigenous-specific racism and anti-racism.
• Awareness of and commitment to learning and understanding the Truth & Reconciliation Commission's 94 Calls to Action (2015), In Plain Site Report (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), and Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls calls for justice, and how they intersect across the health care system.
• Supports team members on their learning journey, ensuring education strategy for team/department to implement Indigenous Cultural Safety at a practical level.
• Works collaboratively with appropriate Indigenous teams/departments to ensure ICS lens applied holistically.
• Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).
• Knowledge of social, economic, political and historical realities impacting indigenous communities and familiarity with Indigenous Cultural Safety and anti-racism and accompanying reports (BC DRIPA, TRC, etc.)

While BCEHS would consider a foundation in Indigenous cultural safety to be a strong asset for consideration, our commitment to enhancing Indigenous cultural safety includes providing all employees with access to resources and training programs in partnership with San'yas Core Health Indigenous Cultural Safety Training and Anti-Indigenous Racism Response Training.

Core Competencies

• Demonstrates Character: Models personal and organizational values, and communicates in an honest and transparent manner.
• Assesses & Evaluates: Measures and evaluates outcomes. Holds self and others accountable for results, and course corrects as appropriate.
• Communicates Effectively: Adjusts style based on audiences and situations, using respectful and open communication.
• Demonstrates Critical Thinking: Using a process-focused approach, identifies root causes rather than focusing on the symptoms.
• Self-Awareness: Understands the impact your attributes and emotions have on performance of self, others, and organization
• Builds Teams: Fosters environment of cooperation, support and knowledge sharing

What we do

BC Emergency Health Services (BCEHS) provides provincial emergency medical care and patient transfer services, as a part of the Provincial Health Services Authority (PHSA). BCEHS brings compassionate, equitable, and professional emergency care, interfacility transfers, and community health-care services to people in communities across British Columbia.

BCEHS is committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.

Reconciliation is an ongoing process and a shared responsibility for all of us. The BC Governments' unanimous passage of the Declaration on the Rights of Indigenous Peoples Act was a significant step forward in this journey—one that all health authorities are expected to support as we work in cooperation with Indigenous Peoples to establish a clear and sustainable path to lasting reconciliation. True reconciliation will take time and ongoing commitment to work with Indigenous Peoples as they move toward self-determination. Guiding these efforts Crown agencies must remain focused on creating opportunities that implement the Truth and Reconciliation Commission Mandate.

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 and 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, development, and recognition programs that honour the commitment and contribution of all employees.
• 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).
• Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Job Type: Regular, Full Time, Permanent, Non-unionized

Typical Hiring Range: $106,026 - $121,930

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.
Location: North West District, BC (Hybrid)

Closing date: April 10, 2025
Requisition # 181658

Contact:excludedrecruitment@bcehs.ca(Only applications submitted online through this posting will be considered. Please do not send resumes to this email address, as email applications will not be reviewed.)

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