Surveyor Engagement Lead (SEL), Surveyor Secretariat

ABOUT THE ROLE :

The Surveyor Engagement Lead (SEL) is a member of the Surveyor Secretariat team reporting to the Director, Surveyor Secretariat.

In collaboration with the director and Senior manager, the SEL is responsible for the monitoring, supervision, and overall management of a surveyor cohort (by vertical / geography).

With the goal of bringing enhanced surveyor consistency and improving surveyor and client experience, the SEL will work with their assigned cohort of new and existing surveyors by providing on and off-site support, coaching, and mentoring.

The SEL will spend appropriately 50% of their time on surveys either as a Team Leader surveyor or in their SEL capacity observing and working with surveyors.

They will play a key role in communication, information sharing, training, and performance management activities. As members of the broader HSO / AC team, they will advise, and vet changes related to assessment methodologies and approaches.

As new accreditation programs and methodologies are being implemented, they will act as agents of change to support surveyors with the transition to new programs (QGlobal, QLTC, QQuebec) and new digital platforms.

Main Responsibilities :

• Participate in monitoring, supervision and overall management of a surveyor cohort (by vertical / geography).
• Mentor new and existing surveyors (on and off survey), and coach new and existing team leaders to help ensure consistent approach, alignment with AC processes, and enhance their skills and confidence.
• Evaluate surveyor performance during on-site surveys and provide feedback to individual surveyors and to the Secretariat.
• Perform reviews and audits of surveyor feedback forms to establish a baseline and ongoing evaluation metrics.
• Provide timely support to surveyors for standards interpretation and ratings, etc.
• Support surveyor education (onsite and webinars) and communications by helping to co-design sessions, deliver content, and evaluate effectiveness.
• Gather information from surveys / survey teams to develop post-survey reports for AC (what’s working well, issues / challenges).
• Identify and help implement surveyor recruitment strategies and activities and act as a champion to identify new surveyor candidates to support the network and working groups.
• Act as agents of change to support surveyors with transition to new programs (QGlobal, QLTC, QQuebec) and new digital platforms.
• Work with the Secretariat to identify, test and evaluate surveyor program quality improvement initiatives, supporting improvements in implementation readiness strategies and optimizing assessments.
• Provide input and participate in AC / HSO working groups / projects as subject matter experts, including providing feedback through the design and development of new methods.

Must Have Qualifications :

• Mid to senior level health care / social service professional with clinical and / or administrative experience within 1 or more of the following sectors : Health Systems, Acute Care, Community Health Services, Long Term Care, Specialized Health Services, Quebec Public and / or Private Health System.
• Experienced AC Surveyor Team leader (min 2 years as TL) with strong knowledge of accreditation programs and quality improvement.
• Strong recent knowledge of and professional experience in their vertical / market and remains abreast with health system-related changes.
• University degree at a master’s level is preferred. An equivalent combination of work experience and education will be considered.
• Excellent critical thinking and problem-solving skills and be able to demonstrate strong interpersonal, interviewing, teamwork, communication and organizational skills.
• Experience and skills in mentorship, coaching, and performance evaluation.
• Consistently demonstrates HSO / AC values, surveyor competencies, and consistently receives positive feedback from AC clients, peers, and staff.
• Proficient in the use of AC digital platforms (e.g. AccrediRate, OnboardQi, MS Teams, PowerPoint, Zoom, etc.)
• For deployment purposes, candidates must reside in a major urban center of one of the following provinces : Ontario, BC, Quebec.

Other provinces may be considered depending on ease of travel.

Must be able to engage in extensive travel (approximately 2 weeks per month) as set forth above, including driving a car to remote locations, flying on small airplanes and into small airports, traveling in all types of weather conditions, etc.

Conditions and Special Requirements

Surveyor Engagement Leads must be willing to travel two weeks per month, 10 months a year, to onsite surveys. Candidates must not live in remote areas;

regional / local deployment will be prioritized. This includes travel to surveys in the role of team leader and travel to surveys in their SEL role for coaching / support / evaluation responsibilities.

They may also travel for orientation and educations sessions, and travel to the Accreditation Canada office in Ottawa, Canada.

Some of this travel may be on weekends and weeknights.

WHAT YOU CAN EXPECT :

In Your First 30-90 Days :

• Complete our orientation program with other new hires to learn about HSO, our values of trust, inclusion, collaboration, innovation and learning, and our mission of quality improvement in healthcare and social services.
• Set your performance and learning objectives for the year in collaboration with your people manager.
• Meet regularly with your people manager to discuss your learning progression and alignment for your accountabilities.
• Take on assigned initiatives or projects for your role.

What We Can Offer to You :

• Hybrid work model.
• Competitive compensation and benefits, including a defined benefit pension plan.
• Time off programs, including office shutdown during last week of December.
• Professional development support.
• A culture that measures and values psychological safety, inclusion and engagement.

WHO WE ARE AND WHAT WE DO :

Health Standards Organization (HSO) and our affiliates Accreditation Canada (AC) and the Institute for Quality Management in Healthcare (IQMH) are global, not-for-profit, revenue generating organizations.

Together, we develop standards and deliver assessment programs and quality improvement solutions that have been adopted in over 12,000 locations across five continents.

Our people-centered programs and services have been setting the bar for quality across the health ecosystem for 65 years.