Person & Family-Centered Care Is at The Heart of Everything We Do at Lumacare! Lumacare believes Person and Family - Centered Care is based on a philosophy of care, treatment, and support that empowers Clients to be active and knowledgeable partners in their health care. Whether you join Lumacare in a client-facing role, in a leadership capacity, or in a support position, it is essential that every member of our team is passionate about promoting and protecting Person and Family - Centered Care.
Reporting to the Chief Executive Officer (CEO), the Manager, Quality & Risk Management provides strategic leadership to strengthen Lumacare’s culture of safety, accountability, and service excellence. This position is responsible for advancing continuous quality improvement, risk management, accreditation readiness, and client experience strategies that enhance outcomes and organizational performance. The Manager also leads the development and implementation of Lumacare’s Ethical Framework, ensuring decisions and practices are guided by integrity, fairness, and client-centered values. By leading quality and risk management, embedding ethical practices, and equipping staff through training and education to provide safe, client-centered care, the Manager ensures Lumacare continues to be recognized as a leader in community-based services.

QUALIFICATIONS:

• Post-secondary education in a clinical or health-related field (e.g., Nursing, Health Sciences, Community Health); a Registered Practical Nurse (RPN) designation is considered an asset.
• Minimum of 3-5 years’ experience in quality improvement, risk management, and accreditation in a healthcare or community care setting.
• At least 1 year of direct experience with Accreditation Canada surveys and familiarity with Qmentum standards
• Strong understanding of Ontario Health Team frameworks and sector alignment practices.
• Demonstrated knowledge of the Quadruple Aim and the ability to use data to measure, monitor, and drive quality improvement.
• Experience leading staff training, education programs, and supporting the implementation of ethical frameworks.
• Proven ability to manage projects and lead cross-functional teams toward organizational goals.
• Strong knowledge of client-centered care, patient safety, and continuous quality improvement methodologies (e.g., LEAN, PDSA).
• Knowledge of emergency preparedness, workplace safety, and ethical decision-making principles
• Experience in not-for-profit and/or community-based organizations is an asset.

SKILLS AND COMPETENCIES

• Strong leadership, communication, and interpersonal skills, with the ability to influence and engage stakeholders at all levels.
• Analytical and problem-solving skills to evaluate data, identify trends, and implement improvements.
• Proficiency in developing policies, procedures, training materials, and operational tools.
• Ability to represent the organization externally at planning tables, funder meetings, and sector working groups.
• Strong organizational and time management skills, with the ability to manage competing priorities.
• Solid computer skills, including proficiency in MS Word, Excel, Outlook, and PowerPoint.
• Knowledge of CIMS and the RAI-CHA is an asset.
• Valid Ontario Driver’s License and access to a vehicle.
• Valid Vulnerable Police Record Check completed within the last 12 months.
• Mandatory COVID-19 vaccination required.

Training, Education, and Safe Care Practices

• Design and deliver training programs and educational initiatives for staff, with a focus on Personal Support Workers, to ensure the delivery of safe, high-quality, and client-centered care.
• Provide ongoing support and training to all staff in risk management, safety, infection prevention, and quality practices.
• Develop and disseminate resources, guidelines, and tools to strengthen everyday care delivery and safety

Lead Client Experience Initiatives

• Develop and implement annual and quarterly client experience surveys in collaboration with program leadership, analyze results, and lead organizational response through targeted improvement plans.
• Serve as the primary lead for escalated client and family concerns, ensuring timely resolution and systemic improvements

Ensure Compliance to All Quality Standards

• Lead organizational alignment with Ontario Health Team, Accreditation Canada, and RNAO Best Practice Spotlight Organization (BPSO) quality standards.
• Develop and implement a comprehensive project plan to achieve and sustain Accreditation Canada Qmentum status, serving as the primary contact with surveyors.
• Drive a culture of continuous quality improvement (CQI) by integrating innovative tools, technology, and partnerships into operations.
• Develop, implement and oversee the agency’s Quality Improvement Plan, Risk Management Plan, and Client Safety Plan, embedding the Quadruple Aim (better experience for clients and staff, improved outcomes, efficiencies).
• Solidify Lumacare’s leadership position in the sector, driving a culture of continuous quality improvement in the Ontario Health Team, and through the CSS Network.

Training, Education, and Safe Care Practices

• Design and deliver training programs and educational initiatives for staff, with a focus on Personal Support Workers, to ensure the delivery of safe, high-quality, and client-centered care.
• Provide ongoing support and training to all staff in risk management, safety, infection prevention, and quality practices.
• Develop and disseminate resources, guidelines, and tools to strengthen everyday care delivery and safety.

Lead Client Experience Initiatives

• Develop and implement annual and quarterly client experience surveys in collaboration with program leadership, analyze results, and lead organizational response through targeted improvement plans.
• Serve as the primary lead for escalated client and family concerns, ensuring timely resolution and systemic improvements.

Emergency Preparedness & Staff Safety

• Lead the development, implementation, and evaluation of Lumacare’s emergency preparedness framework, ensuring staff readiness and organizational resilience.
• Drive staff safety initiatives, including workplace safety, joint health and safety initiatives, and proactive risk management to protect staff and clients.
• Collaborate with internal committees and leaders to strengthen safety culture across the organization.

Ethics Governance

• Co-Chair and oversee Lumacare’ ethics committee, development and implementation of ethical framework to ensure the organization’s work is guided by an Ethics Framework, supporting staff and leadership in ethical decision-making and accountability.

Incident Reporting and Documentation

• Champion effective incident reporting and documentation practices across the organization through audits, staff training, and process improvements.
• Analyze data to identify risks and trends, and lead proactive initiatives to strengthen safety and quality.
• Oversee the incident analysis process, incidents and near misses ensuring lessons learned are translated into system-wide improvements.

Committee Membership – External and Internal

• Solidify Lumacare’s leadership position in CSS quality in relation to the healthcare system through active participation and engagement in external committees, planning tables and working groups.
• Active member/leader of Board Quality and Stewardship committee, Client and Family Advisory committee, and program and services related committees including Joint Health and Safety Committee, IPAC, Falls Prevention, Medication Management, Elder Abuse.