Professional Practice Specialist (Long Term Care)

The Role

Ensures service delivery and operations meet regulatory compliance requirements.

Conducts internal investigations in response to complaints and quality assurance concerns regarding delivery of resident care services and professional practice standards. 

Collaborates with the Staff Education Coordinator and other program areas to develop and implement changes in practices and processes that support person-centred, high quality resident care and compliance with legislative standards.   

Duties/Responsibilities

• Leads and/or participates in full investigations of high-risk and sensitive complaints and compliance concerns. Obtains, organizes, and analyses pertinent records and information as evidence (e.g., resident care documentation, call reports, security footage). 
• Performs initial intake for complaints and 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. Closes incidents not requiring full investigation. 
• Identifies potential risks and possible breaches of standards and legislation to form investigation plans, scope of investigation, level of risk/severity, and other considerations. 
• Plans and conducts investigations using unbiased, systematic techniques and process, in compliance with legislation and best practices. 
• Conducts formal interviews with staff, residents, family members, supervisors, the public, and others. Develops investigative tools and schedules interviews to ensure complete, timely collection of information and evidence.
• 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. 
• 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. 
• Ensures compliance with privacy and other legislative requirements in maintaining, releasing, and discussing information. 
• Compiles files and documentation requested by the Ministry of Long-Term Care for external investigations. Provides support to facilitate onsite inspections (e.g., booking rooms, preparing information, coordinating schedules).
• Completes and/or participates in quality assurance program activities. Analyzes program data, audit results, and incident reports. Identifies trends and provides feedback and expertise, including recommending process changes to mitigate risks and support continuous improvement in quality care, expert customer service, and compliance with legislative standards.  
• Liaises with the training team and other internal partners to exchange information and support effective communication channels and continuous improvement. Participates on working groups as needed.  
• Backs up supervisor as required.
• Performs related duties as required. 
   

Knowledge, Skills, and Abilities

• Knowledge and skills are acquired through of a Bachelor of Science Degree in Nursing, or equivalent education in the Health Sciences disciplines, plus related experience. 
• Must have current registration with the College of Nurses of Ontario as a Registered Nurse or as a Registered Nurse in the Extended Class.
• Knowledge of resident care and gerontological nursing, psychogeriatric and palliative care, long-term care, recreational and physical therapy, and community resources.
• Demonstrated skill and experience conducting formal investigations in a health care or other highly regulated industry.
• Demonstrated skill and experience in investigative, unbiased interviewing techniques, methodologies, and practices, including professional report writing and documentation. 
• Demonstrated skill and experience handling complaints and concerns from the public (including de-escalation skills).
• Knowledge and understanding of long-term care services operations and standards, including Ministry documentation standards, policies, procedures, and guidelines.
• Knowledge of quality assurance methodologies.
• Knowledge of and ability to comply with policies, procedures, collective agreements, regulations, standards (e.g., documentation, equipment, patient care), related legislation (e.g., Fixing Long Term Care Act, health and safety, PHIPA, MFIPPA, disability). 
• Leadership skills to provide guidance, support, and maintain trusting relationships.
• Ability to represent the Division and demonstrate professionalism and integrity when conducting investigations and interacting with the public. 
• Ability to work independently, ensuring timely completion of investigative reports and recommendations. 
• Communication, de-escalation, presentation, and human relations skills to explain policies, procedures, and standards to the public, paramedics, management, and other stakeholders; conduct interviews; present evidence, provide consultation, expertise and investigative reports to management; and participate as an effective team member. 
• Research, analytical, problem solving, and organizational skills to collect, organize, and analyze evidence and identify trends; and recommend and implement process improvements. 
• Ability to write investigation reports, recommendations, correspondence, detailed notes, and maintain records. 
• Ability to read and interpret reports, records, legislation, and standards, including patient documentation and call reports, standards, communications, and policies and procedures. 
• Computer skills with ability to use software such as Microsoft Office (including Excel), and electronic health records systems.
• Ability to travel within Waterloo Region.
• Must have a tuberculosis test and all required immunizations.
• Must provide an acceptable vulnerable sector police records check. 
• Ability to participate in an official standby/on-call rotation to respond to legislated or time sensitive demands beyond regularly scheduled work hours.
• Ability to work flexible hours to accommodate training for different shifts. Ability to work variable shifts, including evenings, holidays and weekends, as required.
• Ability to support and demonstrate the values of Seniors’ Services and the Region.