ORGANIZATION SUMMARY
The North Vancouver Island PCI Health Society (also known as Kwakwaka’wakw First Nation Primary Care Initiative FNPCI) and its employees are committed to a proactive holistic approach to health and wellness, and to the delivery of primary care services which are sustainable and honour the customs and traditions of First Nations communities.
POSITION SUMMARY
The Director of Operations provides operational and strategic leadership for FNPCI primary care and wellness services under the direction of the FNPCI Governance Committee. The Director guides the development and ongoing delivery of a First Nations-led, team-based model of care that centres and protects Kwakwaka’wakw beliefs, practices, traditional wellness, cultural healing, and Nation-defined approaches to health and wellness. The role supports consistent quality of care and positive client experiences through leadership, coaching, relationship building, and continuous improvement.
Working from the FNPCI administrative hub in Port Hardy or Port McNeill, with flexibility for remote work as operationally appropriate, the Director oversees day-to-day Initiative operations and receives guidance and direction from participating Nations. The Director works collaboratively with First Nations leadership, communities, clinical leaders, health care providers, partners, and funders to ensure services reflect community priorities and are delivered in a culturally safe, effective, and sustainable manner.
Travel and the use of a personal vehicle may be required to support FNPCI communities and service locations.
Principal Duties and Responsibilities
- Lead the development, implementation, evaluation, and ongoing refinement of the FNPCI wellness centre service model, operational plans, and priorities.
- Receive direction from and report regularly to the FNPCI Governance Committee, and work collaboratively with participating Nations to ensure Initiative priorities, decisions, and service delivery remain grounded in Nation direction.
- Apply a decision-making approach that centres and protects Kwakwaka’wakw beliefs, practices, traditional wellness, cultural healing, and Nation-defined approaches to health and wellness as foundations of the Initiative.
- Work with First Nations leadership, governance bodies, and community partners to identify service priorities, strengthen access to care, and pursue appropriate funding opportunities.
- Provide strategic and operational advice to FNPCI leadership and clinical leaders regarding emerging primary care issues, service trends, risks, and opportunities for program growth.
- Review health system policies, programs, and regional service barriers and recommend practical actions that improve access, coordination, and culturally safe care for First Nations clients.
- Build and sustain respectful, culturally relevant relationships with First Nations communities and leadership, health authorities, government partners, Divisions of Family Practice, and other health and social service organizations.
- Act as the primary operational liaison among participating Nations, FNPCI partners, FNHA, health system partners, funders, and other organizations involved in Initiative delivery.
- Convene and support FNPCI Governance Committee meetings, including the preparation of operational, financial, quality, and service information required to support informed governance decision-making.
- Support organizational and governance transition planning when requested by member communities, including planning related to sustainable First Nations-led service delivery structures.
- Lead strategic program development and service continuity planning in partnership with clinical leadership and through direct engagement with First Nations communities.
- Oversee a multidisciplinary model of primary care that clearly defines team roles, responsibilities, workflows, referral pathways, patient information protocols, and the meaningful inclusion of traditional knowledge and wellness practices.
- Guide the development of culturally safe and culturally informed services, using community-defined goals, service standards, indicators, and feedback to support quality improvement.
- Work with partners to develop and uphold standards for practice, quality, safety, and cost-effective service delivery within an integrated, client-centred model of care.
- Lead multidisciplinary teams in identifying service gaps and priorities and in developing practical workflows that respond to community needs.
- Collaborate with clinical leadership to establish service expectations, quality measures, reporting processes, and mechanisms for monitoring health service performance.
- Oversee client, community, and staff feedback, performance measurement, issue resolution, and continuous quality improvement, ensuring community leadership is engaged when collaborative resolution is needed.
- Identify operational, clinical, financial, and organizational risks within areas of responsibility and ensure significant concerns are escalated with recommendations for action.
- Ensure clinic operations comply with applicable legislation, regulatory requirements, funding requirements, organizational policies, privacy requirements, and relevant billing practices and processes.
- Lead the development and maintenance of operational policies, procedures, administrative systems, patient information-sharing protocols, privacy processes, and records-management practices that support culturally safe, efficient, and coordinated services.
- Ensure Initiative services operate within Governance Committee-approved financial parameters and oversee annual operating and capital budget planning, financial monitoring, forecasting, reporting, and review of expenditures and resource requirements.
- Lead recruitment, selection, onboarding, retention, and workforce planning for clinic providers, administrative staff, and support team members.
- Provide direct supervision and performance leadership to the Practice Manager and other designated direct reports, including coaching, performance planning, corrective action where required, and recommendations for training and professional development.
- Support staff wellbeing, psychological and physical safety, engagement, professional development, and feedback processes, and steward Nation-developed cultural safety and trauma-informed learning resources, including the North Island Learning Journey.
- When desired by participating Nations, coordinate or support staff onboarding and ongoing learning related to cultural safety, cultural humility, trauma-informed care, and Nation-developed approaches to wellness.
- Support the Leads/Managers’ in coordinating mobile and remote service schedules and associated operational logistics, including travel, accommodation, clinic space, equipment, and other requirements necessary for service delivery.
- Develop and implement an FNPCI communications approach that includes outreach and service information for participating Nations, partner communications, and clear referral information for individuals whose needs fall outside the Initiative’s services.
- Oversee the development, negotiation, monitoring, and evaluation of service contracts, operational agreements, memorandums of understanding, and provider relationships.
- Model and promote cultural safety, cultural humility, relational practice, and trauma-informed approaches in leadership, operations, partnerships, and service planning.
- Create and support a healthy, respectful, accountable, and engaging workplace that enables team effectiveness, professional excellence, and culturally safe service delivery.
- Perform other related duties consistent with the scope and responsibilities of the position.
General Duties
· Abide by FNPCI policies, procedures, governance direction, privacy requirements, and applicable health care legislation and standards.
· Ensure FNPCI standard operating policies and procedures are implemented consistently across areas of responsibility.
- Promote the respectful inclusion of traditional medicine, cultural wellness practices, and community knowledge where desired and appropriate.
- Support, collaborate with, and participate in community-based health and wellness planning and programming.
- Use evidence, operational data, community feedback, and sound judgment to plan, implement, monitor, and evaluate services and improvement initiatives.
- Collect, assess, and interpret service information to support planning, priority setting, resource allocation, reporting, and evidence-informed decision-making.
- Use current research and best practices to strengthen policies, programs, service models, health promotion, prevention, and coordinated care.
- Advocate for systems, services, and partnerships that improve health and wellness outcomes and reduce barriers to care for First Nations individuals, families, and communities.
- Engage clients, families, communities, and leadership as active partners in service design, evaluation, and health and wellness planning.
- Prepare and provide operational, quality, and service reports as required and contribute to community and organizational planning processes.
- Lead and participate in collaborative, interdisciplinary, and intersectoral partnerships that strengthen services for First Nations communities.
Job qualifications/employment requirements
Qualifications
- Degree in Health Management, Health Administration, Business Administration, or a relevant field, with significant related leadership experience; an equivalent combination of education, training, and experience may be considered.
- Graduate-level business or health administration education is an asset.
- Minimum 8 years of experience leading and managing teams in a health care environment or at a management level in primary care.
- Minimum 8 years of experience in health management, including budget oversight, program management, operational planning, and strategic planning.
- Minimum 3 years of experience working directly in or with First Nations communities.
- Experience developing, negotiating, and overseeing operational contracts, agreements, and memorandums of understanding.
- Experience in risk management, quality improvement, and service delivery contingency planning.
- Experience working with Electronic Medical Records, billing systems, and digital health or administrative platforms is an asset.
- High degree of comfort using digital technology and online systems.
- Requires a valid Class 5 BC Driver’s Licence.
- Requires a vulnerable sector check.
Experience
· Experience working with First Nations, preferably within the region, and building respectful relationships with community leadership and partners.
· Experience leading multidisciplinary or interprofessional health care teams in a culturally safe and collaborative manner.
· Experience promoting best practices in Indigenous health, cultural safety, cultural humility, and trauma-informed service delivery.
· Experience working in a fast-paced and evolving health care environment with multiple operational priorities.
· Experience working with provincial or regional health systems and with First Nations individuals, communities, or organizations on health and wellness priorities.
· Experience overseeing clinic or health service operations, including human resources, administration, quality processes, and service coordination.
· Experience managing budgets, financial monitoring, and resource planning.
· Experience developing and maintaining partnerships, service agreements, contracts, and collaborative governance or advisory relationships.
Knowledge
- Knowledge and understanding of Kwakwaka’wakw history, culture, community contexts, and the importance of First Nations governance and jurisdiction in health service delivery.
- Strong knowledge and demonstrated application of cultural safety, cultural humility, relational practice, anti-Indigenous racism response, and trauma-informed approaches.
- Knowledge of First Nations health programs, services, partners, and available resources.
- Knowledge of regional and provincial health programs, primary care networks, referral pathways, and relevant health system partners.
- Knowledge of, and ability to apply, local First Nations cultural principles, protocols, and community-defined practices in workplace and service settings.
- Knowledge of team-based primary care, integrated wellness models, quality improvement, accreditation, and coordinated service delivery.
- Knowledge of health care operations, including human resources, privacy, records management, digital systems, finance, contracts, and administrative processes.
- Strong problem-solving, decision-making, conflict-resolution, and issue-management skills.
- Ability to lead and manage teams, establish accountability, coach staff, and foster a healthy and engaging workplace.
· Ability to oversee operational budgets and use financial and service information to support responsible decision-making.
Competencies
Ability to handle sensitive and confidential information responsibly; communicate effectively; build strong interprofessional relationships; and develop and maintain clear administrative systems, processes, and procedures.
Pay: $50.00-$65.00 per hour
Benefits:
- Company pension
- Extended health care
- Mileage reimbursement
- Paid time off
Work Location: In person
