Program Administration Chief for the Info-Santé Service

COMPETITION RESERVED FOR RSSS PERSONNEL, SANTÉ-QUÉBEC, FOR AN INDEFINITE PERIOD

The Integrated University Health and Social Services Centre (CIUSSS) of Centre-Ouest-de-l'Île-de-Montréal is looking for candidates to fill the position of Program Administration Chief for the Info-Santé Service, within the Integrated First-Line Services Department. Our institution includes over thirty sites and has a budget of $1,058,580,354 for operational activities, including main and ancillary activities.

Working within the Integrated First-Line Care Department (DSIPL) means being at the heart of current events and directly witnessing the impact of your work on access to healthcare for the population. It also means evolving within a management culture oriented towards action and innovation, which values new ideas and emerging practices.

In the current context, we are looking for a candidate who embodies the values of creativity, humanism, and transparency in their management. You must be open to participatory management that contributes to the advancement of the vision "Your Care Everywhere" in a value-based system increasingly supported by technology.

As the Program Administration Chief for the Info-Santé Service, you will be called upon to work in a complex environment composed of numerous health and social services network partners, both regionally and provincially.

Summary of the Role

Under the authority of the Info-Santé and Info-Social Service Coordination within the Integrated First-Line Services Department, you actively contribute to the updating of the service's mission, values, management philosophy, and strategic orientations. You plan, organize, coordinate, control, and evaluate the clinico-administrative activities and resources of the Info-Santé Service to ensure that the population receives secure, accessible, and quality services.

You ensure the proper functioning of the organizational structure that supports all service activities and act as a liaison between internal and external partners, such as first-line services or the SPVM. You assess staff needs, identify clinical, administrative, and training needs, and participate in the implementation and evaluation of programs or mandates that result from them. You may be mandated for specific activities, in addition to ensuring the operations of the regional service.

The cogestion of the Info-Santé Service is based on a shared governance model ensured by two heads responsible for the continuity of operations 24 hours a day, 7 days a week. In this context, you play a key role in team management, ensuring staff mobilization and optimizing practices to maintain a high level of performance. You assume strategic responsibilities related to regulatory compliance and administrative rigor: budget tracking, human resources management, and performance indicator control. You apply organizational policies and procedures and contribute to the continuous improvement of processes to ensure the quality and safety of services offered to the population.

In collaboration with your colleague, responsible for budget tracking, innovation, and transformation, you contribute to establishing a work environment that fosters continuous improvement and the provision of secure and accessible services.

Role and Responsibilities

• Pilotage des transformations organisationnelles
• You accompany your teams through major technological and cultural changes using a participatory approach, particularly during the deployment of a new call management system.
• You implement support and feedback measures to facilitate the adoption of changes, such as creating a change follow-up committee or conducting internal surveys.
• You develop a communication plan that promotes information sharing, transparency, and engagement.
• Performance and quality of services
• You evaluate the quality of services using reliable data and performance indicators, such as analyzing waiting times or call processing delays to adjust processes.
• You analyze and present the results in connection with strategic and operational objectives, particularly through quarterly performance reports.
• You identify opportunities for continuous improvement and implement them, such as introducing customer satisfaction surveys.
• Budget tracking and resource optimization
• You ensure rigorous management of human, financial, material, and information resources, for example, by reviewing schedules to optimize telephone coverage without increasing costs.
• You track the budget and propose adjustments to achieve financial and operational targets, for example, by identifying a telecom expense overrun and implementing a corrective plan.
• Innovation and improvement of practices
• You supervise the deployment of technological and clinical improvements related to the 811 Info-Santé response, such as the integration of a virtual care platform.
• You promote the integration of best practices and innovative solutions to improve the customer experience, such as the implementation of collective prescriptions.
• You conduct a watch on best practices and proactively propose recommendations, for example, by conducting benchmarking with other call centers.
• Accountability and responsibility
• You report on your management both internally and externally and ensure compliance with standards and legal obligations, such as those of Health Canada.
• You respond to any other mandate entrusted by the organization or higher authorities, particularly in connection with the development of the SRISIS.

As a manager in a public institution, you are accountable for your management and called upon to account for it at all times.