Quality Assurance Coordinator, Independent Rights - Vancouver, Canada - CMHA BC

CMHA BC
CMHA BC
Verified Company
Vancouver, Canada

2 weeks ago

Sophia Lee

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Sophia Lee

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Description

JOB PURPOSE


The IRAS staff team will be responsible for supporting the launch of a new province-wide independent rights advice service for involuntary patients under the Mental Health Act.

The service will be designed and delivered using a partnership model that brings together multiple organizations and stakeholders.

The role will be a part of the core IRAS Infrastructure and Leadership Team at CMHA BC and develop and implement a responsive complaint and quality improvement processes.


This role will be central to the vision for the IRAS service - bringing together local, community knowledge through a regional service delivery model while also providing consistent and high-quality service.

Success in the role will require an appreciation of the importance of high-quality legal rights advice, recognition of multiple forms of expertise and knowledge, comfort with ongoing learning, and the ability to problem solve in a relational and effective way.


DUTIES AND RESPONSIBILITIES

Identifying opportunities for ongoing quality improvement

  • Act as primary point of contact for Rights Advisors who have questions, problems, barriers in the delivery of the IRAS service.
  • Work collaboratively with the IRAS Leadership and Infrastructure staff, governance committee, service partners and other stakeholders to identify opportunities for ongoing quality improvement of the IRAS service.
  • Maintain records of Rights Advisor training and education participation and completion.
  • Support the collaborative development of a Rights Advisor training curricula and continuing education opportunities.
  • Develop and produce timely reports, updates, and briefing notes as requested.

Rights Advisors Community of Practice

  • Develop and maintain an online community of practice for fulltime and casual Rights Advisors around the province.
  • Facilitate Rights Advisor engagement in the community practice and support ongoing communication and collaboration amongst Rights Advisors.
  • Support informal resource sharing and ongoing learning by monitoring discussions, sourcing information, and codeveloping priorities for Rights Advisor education and training with IRAS education staff.
  • Communicate with Rights Advisors as needed to support issue identification and solutions, using learnings to inform ongoing Advisor education as appropriate.

Provincial complaint and response process

  • Work with the IRAS governance committee, service partners, service users, and other stakeholders to develop and maintain an accessible and effective IRAS complaints process.
  • Develop response plans for IRAS service complaints that focus on ongoing learning, relationality, transparency, and accountability.
  • Ensure the IRAS governance committee and IRAS partners are informed about serious complaints, complaints that highlight servicewide issues, or opportunities for education and training for all Rights Advisors.
  • Collaborate with IRAS education staff to incorporate any learnings from complaints into IRAS education and training.
  • Maintain a record of all complaints, as well as actions taken and resolution to complaints, to produce reports as needed.

QUALIFICATIONS
Education & Experience

  • A postsecondary degree (BA, BSW, BSc) in a related field, or equivalent related experience (5+ years).
  • Demonstrated experience addressing or resolving complaints, conflicts, or service delivery problems using creativity and flexibility.
  • Demonstrated experience designing or delivering education or training in support of highquality services.
  • Demonstrated experience in relation to large or complex service delivery.
  • Demonstrated experience with engagement and partnershipbased projects.
  • Demonstrated experience codeveloping services with people with lived and living experience relevant to the service.
  • Personal experience with mental health issues, services, or involuntary treatment is an asset in this role.
  • Demonstrated experience working to provide services in a traumainformed and culturally safe way.
  • Experience supporting coworkers and others using collaboration and relationshipbased approaches.
  • Successful completion of background screening checks including a criminal record check and education verification.
Knowledge, Skills, and Abilities

  • The ability to work collaboratively and effectively with multiple communities and stakeholders.
  • Ability to work with humility and create a culture of ongoing learning.
  • Strategic and conceptual thinking, including the ability to adapt quickly and respond to problems as they arise.
  • Knowledge of the Mental Health Act and the involuntary treatment system in BC.
  • Knowledge of human rights and their benefits as a determinant of health.
  • Knowledge of reconciliation, decolonization, and the UN Declaration on the Rights of Indigenous Peoples.
  • Knowledge of systemic inequities related to gender, sex, race, Indigeneity, (dis)ability, substance use, and other aspects of a person's identity.
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