Manager, Professional Practice and Quality (Seniors Services)

Position Details

• Job Type: Full-Time
• Location: 247 Franklin St N - Sunnyside Home
• Division: Community Services
• Hours of Work: 35 hours per week, 8:30 am - 4:30 pm
• Salary Range: $114,860.20 - $143,579.80 per year
• Union: Management/Management Support
• Grade: Management/Management Support Grade 08

Join the Team at Sunnyside Home

At Sunnyside Home, care is personal. As the first long-term care home in Waterloo Region certified in The Butterfly Approach®, we are recognized for creating a warm, home-like environment where relationships, emotional well-being, and resident choice come first.

Here, you’ll be part of a compassionate and innovative team that is committed to meaningful connections, person-centred care, and making every day matter for residents and families.

If you’re looking for more than just a job, and want to be part of a workplace where kindness, collaboration, and dignity are at the heart of the work, we’d love to hear from you.

For more information about Sunnyside Home and our approach to care, visit: Person Centred Care, Region of Waterloo

About the Region of Waterloo

The Region of Waterloo is a diverse and growing community committed to creating opportunities for current and future generations.

Waterloo Region is part of the Dish With One Spoon wampum, a treaty grounded in sharing, sustainability, and respect:

• Take only what we need
• Leave some for others
• Keep the dish clean

These principles continue to guide our commitment to reconciliation, inclusion, and community well-being.

The Role

Designs, maintains, and evaluates the internal investigative and quality management program to ensure consistency of delivered services, compliance with legislation, directives, policies, procedures, clinical practice, and staff training.

Duties/Responsibilities

• Ensures service delivery and operations meet regulatory compliance requirements and person-centred service philosophy.
• Supervises Quality and Risk Coordinator, RAI team, Staff Education Coordinator, and Quality RPNs.
• Performs and manages internal investigations in response to complaints and quality assurance concerns regarding delivery of resident care services and professional practice standards. Obtains, organizes, and analyses pertinent records and information as evidence (e.g., resident care documentation, call reports, security footage).
• Develops and implements quality improvement/best practice initiatives, including leading/supporting in accreditation program teams, managing the continuous quality improvement program, and conducting program reviews.
• Supports compliance management program in collaboration with the Manager, Resident Care. Responds to concerns related to compliance, develops action plans, and supports compliance assurance.
• Collaborates with Labour Relations to design, maintain, and evaluate the internal investigative and quality review program. Monitors and prepares reports on the status of investigations; presents to senior management; and makes recommendations to improve/revise the program. Assists senior management in determining training requirements and provides investigative training to supervisors, as required. Oversees and supervises investigations conducted by other members of the supervisory team.
• Oversees the resident complaint management program. Performs initial intake for complaints and quality concerns regarding the delivery of resident services and professional practice standards. Communicates with complainants to acknowledge receipt, clarify information, respond to questions, and provide information regarding processes and practices. Ensures complaints are responded to within the legislative requirements and closes incidents not requiring full investigation. Prepares quarterly and annual analysis, identifies trends and leads actions required to improve operational standards and practices.
• Serves as a mechanism of escalation when there are concerns regarding an investigation that requires strategic expertise. Provides coverage and serves as designate to the Manager of Resident Care and Administrator.
• Manages documentation practices, including electronic documentation for resident assessments, and reports and statistics per legislation. Oversees the resident assessment instrument minimum data system.
• Works with Quality and Risk Coordinator and corporate privacy staff to provide guidance and oversight under the Personal Health Information Protection Act (PHIPA) and Municipal Freedom of Information and Protection of Privacy Act (MFIPPA) with regard to releasing and tracking documents.
• Identifies potential risks and possible breaches of standards and legislation to form investigation plans, scope of investigation, level of risk/severity, and other considerations.
• Documents and presents evidence, ensuring analysis and summaries are thorough and objective. Takes detailed notes that may be used for disciplinary actions and in legal proceedings.
• Determines areas of non-compliance with provincial legislation, standards, and program standards.
• Prepares investigation reports and remedial and corrective actions and recommendations, including training, discipline, and process changes. Presents to supervisor and senior management.
• Briefs supervisor on the status of investigations and consults on high risk, complex, political, and sensitive files. Identifies potential investigative barriers and recommends effective solutions.
• Completes incident reports, including reporting to the Ministry.
• Provides expertise and guidance to staff regarding interpretation and application of standards.

Additional Duties/Responsibilities

Maintains investigation files and program records. Ensures records are accurate, current, and detailed enough to meet quality assurance standards and for Ministry reporting and compliance. Documents, tracks, and closes completed files for all levels of complaints and concerns...