Title: Liaison, Quality Care & Safety
Salary: $76,530 - $95,662 - $105,229 per year (pay range explained below)
Contract: Temporary - term until October 18, 2027
Hours: 8:30am-4:30pm Monday-Friday (core hours 9am-3pm Mon-Fri)
Location: Remote - Anywhere in B.C.
About the role
As Quality Care & Safety Liaison, you will be responsible for supporting the continued growth of the provincial Client Experience program. You will act as the point of contact for care-related feedback for First Nations in B.C., including compliments, complaints, and requests for information, and works with clients and FNHA regional quality liaisons to support resolution, system navigation, and information sharing with appropriate FNHA staff and health system partners. Situated within the provincial Quality Office, you will also support regional operations and practice through case support, provincial coordination, and the development of policy products, workflows, tools, and reporting.
Principal duties and responsibilities include:
• Quality improvement: Development of policies, workflows and tools; data analysis; development and delivery of training and education on feedback management; collaboration with key partners; and coordination of a community of practice.
• Case management: Monitor the Quality inbox and voicemail; apply risk assessment and triage appropriately; collaborate with regional quality colleagues; act as a liaison for clients; and provide coverage during colleagues' leaves.
• Documentation: Maintain client records; support data quality and system improvement; and develop reports, briefing notes, decision sheets, and presentations.
Qualifications and attributes:
• Strong understanding of First Nations health, cultural safety and humility, anti-racism, trauma-informed approaches, and building respectful, trust-based relationships with First Nations communities.
• Experience in client support, system navigation, advocacy, community engagement, or working within a First Nations organization in a non-clinical role.
• Excellent communication, relationship-building, and collaboration skills, with the ability to work effectively with clients, communities, regional teams, and health system partners. Strong organizational, documentation, and analytical skills, with an interest in data analysis, reporting, and continuous improvement.
• A desire to develop and apply skills in quality improvement, patient safety, person-centred measurement, policy and process improvement, and report development to help strengthen services and outcomes for First Nations people.
About you
To be successful in this role you will have;
Education
• Bachelor's Degree in a relevant discipline related to service delivery
Experience
• Minimum 3 to 4 years of recent and relevant experience or an acceptable combination of education and experience.
• Three (3) years related conflict resolution / crisis intervention experience.
• Experience working with Indigenous communities and leadership.
Competencies
• Upholds an environment of Cultural Safety and Humility through anti-racist and trauma-informed practices.
• Incorporates Indigenous values, practices, and models of health and healing.
Please refer to Job Specification section of the Job Description for more details.
Working at FNHA
As a member of the team, you will have access to a wide range of employee benefits, including:
• Municipal Pension plan with an employer contribution of 9.31%
• 3 weeks' vacation, which increases with service to 4 weeks, plus 5 personal days, 1 volunteer day, and 14 public holidays including National Indigenous People's Day, National Day of Truth and Reconciliation, Easter Monday and Boxing Day
• 5 cultural days per year for non-union First Nations, Inuit, or Métis employees
• Access to group health benefits and a Health Care Spending Account through Canada Life on day 1 of employment
• And more!
Leading with culture, all FNHA employees complete San'yas Indigenous Cultural Safety Training. We support our family to be leaders in wellness and all staff members develop a yearly wellness plan as part of their performance partnership and goal-setting.
The Pay Range is the minimum and maximum annual salary based on full time equivalent hours.
Incumbents are typically hired, transferred or promoted between the minimum and midpoint of the range based on their knowledge, skills, abilities and experience in relation to the role requirements.
The top 10% of the pay range is for the incumbents who are industry experts in the job with the combination of exceptional experience and competencies needed to perform all duties and responsibilities at a superior capability level. Internal employee compensation will be determined as per the FNHA Employee Total Compensation Policy.
How to apply
If this sound likes the opportunity for you, please click on the 'Apply for Job' button.
Closing date: November 19, 2026 (at 23:59)
For more information about us, please visit: www.fnha.ca/about/work-with-us
For information about https://www.fnha.ca/what-we-do/cultural-safety-and-humility and for information about Land Acknowledgements
If you have any inquiries or issues please contact FNHA Recruitment at careers@fnha.ca
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