Manager, After-hours Operations

Life at Kensington Health

At Kensington Health, we are proud to have built a community where people can bring their full selves to work. As a not-for-profit, we believe in the work we do every day. It's what motivates us, inspires, and propels our bold vision forward: a better life for everyone.

Diversity is at the heart of who we are and at Kensington, we celebrate our differences, knowing that creating safe, inclusive, and equitable spaces in healthcare strengthens our bold vision: building a better life for everyone. Our Diversity, Equity, and Inclusion efforts are guided by our DEI Strategy as we continuously strive to offer equal opportunities for all.

Our people are what make Kensington Health such a special place to work, learn, and grow and delivering exceptional health care to our community – and beyond – is what keeps people here for years. Interested in reimagining community-delivered care with us? Check out our open roles!

Job Overview

Reporting to the Director of Care, Long-term Care, the Manager, After-hours Operations, serves Kensington Health to support the operations of the organization on evenings, nights, weekends, and statutory holidays.

The role is pivotal to ensuring operational excellence by providing onsite leadership and direction for any matters related to the operations, experience and/or safety of the people served by Kensington Health and those who work here.

As a key member of the operational leadership team, the Manager, After-hours Operations is responsible for the overall operations of programs and services that run after regular business hours, providing ongoing support to staff, the people we serve and their loved ones. This includes oversight of clinical care, appropriate resource allocation, and the management of program specific and organization-wide clinical and non-clinical issues.

Responsibilities

Human Resources:

• Collaborates with team leads/charge nurses to address unplanned absences and approve any changes to the staff schedule that are time sensitive.

• Supports continuous learning and professional development among care team members through just in time coaching.

• With guidance from the Director of Care, Long-term Care fosters a workplace free of violence and harassment and promotes workplace safety by taking action when concerns are brought forth or observed.

• Demonstrates a commitment to equity, diversity and inclusion, as demonstrated by championing initiatives that promote equity, diversity, and inclusion.

Clinical Operations:

• Oversees clinical operations for those services that operate after regular business hours and acts as the point of contact for team leads/charge nurses/department leads who may requires assistance.

• Ensures that clinical areas are consistently staffed within the approved staffing model and budget on their shifts.

• Ensures that team members are aware of and following organizational policies, practices as well as legislative and regulatory requirements.

• Ensures any issues that arise after regular business hours related to clinical equipment and supplies are addressed in a timely way and communicated via shift report to the applicable leaders (e.g., Associate Directors of Care, Director of Care, etc.).

• Rounds regularly in the various departments (e.g., resident home areas, kitchen, laundry, etc.) throughout one's shift to ensure visible leadership and support for team members (e.g., staffing concerns, clinical care concerns, ensure there are adequate staffing levels during breaks, etc.) and provides timely resolution by collaborating with the team members and the on-call Director as needed.

Non-clinical Operations:

• Responds to and leads, when indicated, emergency code responses after regular business hours (e.g. acting as incident manager, escalating to on-call Director, facilitating debriefing, etc.).

• Facilitates initial outbreak response management in keeping with infection prevention and control practices, if indicated.

• Ensures issues related to occupational health and safety, infection prevention and control and enterprise risk are addressed, and that appropriate notification occurs to most responsible leaders for awareness and further follow-up (if indicated).

Quality, Safety and Experience:

• Fosters a service excellence culture through visible leadership (i.e., rounding across the campus throughout the shift), role modeling and coaching.

• Oversees and supports the resolution of time-sensitive inquiries and complaints from the people who are served by Kensington Health, including following the complaints policy and procedures and fulfilling any internal/external notification and disclosure obligations.

• Promotes a just safety culture through timely reporting of incidents and participation in safety incident reviews as indicated.

• Collaborates with team members, people who are served by Kensington Health and their loved ones to resolve time sensitive/emergent issues related to quality of care, experience and safety and escalates as indicated to the on-call Director on Call as needed.

Other:

• Participates in committees and engagement forums as required by the organization.

Qualifications

Required Skills and Abilities:

• Patience, flexibility, and exceptional interpersonal skills.

• Proven conflict resolution and communication skills.

• Demonstrates strong critical thinking ability to make decisions and is able to articulate rationale for decisions.

• Ability to work effectively and demonstrate composure under pressure while meeting meet multiple and competing deadlines.

• Ability to discern relevant information, apply critical thinking and facilitate the resolution of challenging situations using diplomacy, tact, and persuasion.

• Ability to establish effective working relationships.

• Demonstrates high level of initiative, self-direction, flexibility, and ability to adapt to changing situations.

Required Knowledge and Experience:

• Minimum 5 years of formal management roles in healthcare operations (e.g., hospital, long-term care, etc.).

• Experience with influencing and resolving conflict.

• Experience leading during times of crisis/emergencies.

• Knowledge of infection prevention and control principles and practices.

• Knowledge of applicable legislation and regulations (e.g., Occupational Health and Safety Act, Employment standards Act, Fixing Long-Term Care Act, Health Care Consent Act, etc.).

Required Professional Designation/Certificate:

• Bachelor's degree required; preference given to those who are regulated health professionals.

• Master's degree is preferred (e.g., Health Administration, Nursing, Leadership).

• Active member in good standing with regulated professions college (if applicable).

• Certificate in Gentle Persuasive Approaches, non-violent crisis intervention, conflict resolution, emergency preparedness preferred.

Kensington Health is an equal opportunity employer and encourages applicants from equity seeking groups. Kensington Health is committed to providing reasonable accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation for disability during any stage of the recruitment process, please indicate this in your cover letter.