Title: Quality Programs Officer

Department: KCACC

Hours of Work: Full-Time Position

Salary: Class 06 $97,794.84 to $117,353.93

Union: Non-Union

Location: Kingston General Hospital Siteand Hotel Dieu Hospital Site

PRIMARY FUNCTION

Reporting to the Manager, Quality Assurance and Administration. The Quality Programs Officer will;

Assist in the maintenance of the comprehensive Provincial Quality Assurance Program for the ongoing monitoring, assessment and improvement of all aspects of 911 emergency call taking and dispatching processes within the Kingston Central Ambulance Communication Centre (CACC).

Identify quality issues pertaining to the processing of 911 emergency call taking and dispatching as per legislated standards and develop recommendations and action plans for the improvement of Kingston CACC’s 911 emergency call taking and dispatching to meet and exceed provincial benchmarks and minimize any potential liability.

Evaluate the Provincial Quality Assurance Program on an ongoing basis and communicate recommendations for program improvement with the Provincial Quality Assurance Program Committee.

Stay up to date on changes in the Patient Journey and other legislation that affect the auditing process and communicate those changes to staff.

RESPONSIBILITIES & DUTIES INCLUDE:

• Auditing of Ambulance Communications Officer’s (ACOs) and Supervisor’s 911 emergency call taking and dispatching activities, create reports of findings for each individual employee.
• Meet will ACO and Supervisory staff to review their individual audits within timeframes as set by policy. Allow staff to review the audit and listen to their calls as necessary.
• Work with the Manager and Operations Managers to Develop performance improvement plans for ACOs and Supervisors as necessary according to policy. Report any findings where there is the potential of liability to the CACC. Enter any contentious issues into the Provincial Reporting Database.
• Communicate quality findings with ACOs, Supervisors, Operations Managers (OPS Mangers) and Director on an ongoing basis to drive the consistent application of CACC and provincial policies, procedures and standards to cultivate a culture of continuous quality improvement.
• Other administrative duties assigned by the Manager.

NOTE - The above duties are representative but are not to be construed as all-inclusive.

BASIC QUALIFICATIONS:

• University Degree/Community College Diploma

• 3 years, Preferred: 5 Years

• EMD Certification

• Previous auditing experience in MPDS. (Preferred)

• EMD-Q Certification (Preferred)

• Aqua training (Preferred)

• Experience with CAD, Logger and Avaya/Komutel. (Preferred)

• Familiarity with the “Patient Journey (Preferred)

• Experience with MPDS – Medical Priority Dispatch System

• Excellent Communication Skills

• Excellent Customer Service Skills

• Microsoft Office

• CPR / First Aid

• Valid Class ‘G’ Drivers License

PHYSICAL REQUIREMENTS:

The applicant must be able to meet the physical demands of this position.

We thank all applicants, but only those selected for an interview will be contacted. Kingston Health Sciences Centre is committed to inclusive and accessible employment practices.

If you require an accommodation to fully participate in the hiring process, please notify the Recruitment Team.

KHSC is located on the ancestral lands and waters of the Anishinaabeg and Haudenosaunee and serves a wider geographical area that encompasses many Indigenous communities including Tyendinaga, Katarokwi, as well as communities within the Weeneebayko Area Health Authority. As we partner in care, discovery, and learning to achieve better health outcomes for our communities, KHSC is committed to actively advocating for and acting upon the Truth and Reconciliation Committee’s Calls to Action on Health.

Unless specifically stated, all job postings are for existing positions at KHSC. KHSC is committed to recruitment practices that support and contribute to building a respectful, diverse and inclusive workplace in compliance with legislation such as the Employment Standards Act and Accessibility for Ontarians with Disabilities Act. We welcome all applications from women, racialized persons, persons with disabilities, Indigenous Peoples, persons in the 2SLGBTQIA+ community, and members of other equity deserving groups.

Kingston Health Sciences Centre may use artificial intelligence systems to assess and screen applicants. All hiring decisions are made in accordance with KHSC policies and applicable employment legislation.

We thank all applicants, but only those selected for next steps will be contacted. Kingston Health Sciences Centre is committed to inclusive and accessible employment practices. If you require an accommodation to fully participate in the hiring process, please notify the Recruitment Team.