Central Operations Support (COS) Care & Services Manager ( CSM)

ParaMed Home Health Care - Ottawa, ON (30+ days ago)

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ParaMed Inc., has been providing home care and wellness solutions across Canada since 1974. Our ability to successfully match caregivers with clients has allowed us to grow into the largest home care team in Canada. With over 10,000 employees in six provinces and 75,000 clients, we ensure family members receive a familiar face and dignified care.

We are currently recruiting a number of leadership positions to support our business operations as we grow the business and prepare to meet the challenges that lay ahead for the home care sector.

Role: Central Operations Support (COS) Care & Services Manager ( CSM)


This role reports to the COS District Director of ParaMed and carries a dual mandate;

This CSM will provide centralized strategic and tactical leadership to several operating divisions of the ParaMed home health business and will work with other members of the leadership team including COS District Directors and other CSM’s to identify and exploit opportunities for clinical process and quality of service delivery of in-home services for seniors across the care spectrum.

As required, this role will also serve as a temporary backfill for district vacancies. At that time this role will be responsible for the professional and clinical leadership of a large community care operation. This encompasses the support, management, education and human resource management of clinical supervisors and front-line community staff (Registered and UCPs) to ensure staff are delivering excellence and quality in care. You are responsible to meet quality and performance indicators of our organization, local funders and applicable provincial regulatory college. As such weekday travel to our various district locations will be required on a periodic basis.

The ideal candidate for the CSM will be a seasoned healthcare professional such as RN or RPN who enjoys people leadership and team development. They should have a track record that demonstrates strong clinical expertise, leadership and mentorship. The successful candidate will demonstrate a desire to learn the details of all aspects of clinical management in community healthcare with a focus on quality and service excellence.


Monitors clinical, operational, quality and contractual Key Performance Indicators for multiple regions/branches to measure performance against targets.

Work with the local clinical leadership to develop action plans to meet targets.

Identify and share best practices across the district network. Provide coaching and guidance to clinical teams across the organization.

Support local districts with internal and external audits

As required, act as a liaison between staff and the provincial regulatory college regarding standards of practice etc.


Overall accountability for district clinical leadership.

Overseas team of clinical supervisors and creates and maintain their on-call schedule

Monitors clinical, operational, quality and contractual Key Performance Indicators against standards and ensures we are meeting or exceeding targets. Develops action plans to meet targets.

Responds to and resolves urgent clinical concerns from staff, contractors, funders, clients/patients and families

Is actively involved with all safety and quality issues participates in resolving those representing unusually high risk such as withdrawal of service, abuse, unsafe conditions, or misconduct

Actively promotes and participates in the agency's Continuous Quality Improvement Program and Risk Management Program

Ensures qualified and adequate staffing to facilitate appropriate care in a fiscally responsible manner

Participates in the interviewing, orientation, ongoing supervision and performance management of clinical supervisors. Conducts objective and constructive performance reviews including clinical reviews as scheduled


Registration/licensing in good standing as a Registered Nurse with provincial regulatory college


Current certification (within the past 12 months) of First Aid, CPR, completed within Canada

Knowledge of standards of care for palliative, wound, IV therapy and other specialties to offer leadership on Best Practices in these area

Able to review clinical work according to professional standards and practice guidelines

Certification in Community Health Nursing with CNA certification

Excellent computer skills including experience in Word and Excel

Able to provide a current, clear criminal back check with Vulnerable Position Screening (VPS)

Working knowledge of applicable health care legislation including Mental Health Act, Substitute Decisions Act, Healthcare Consent Act, Privacy / Personal Health Information Act and others

Superior oral and written communication skills to effectively interact with clients, families, contractors and staff to resolve conflicts

Willingness to travel away from home city during the week for extended periods of time.