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ST. MICHAEL'S CENTRE
POSITION DESCRIPTION
POSITION TITLE:
Director of Support Services
DEPARTMENT:
Support Services: Dietary and Environmental Services
REPORTS TO:
Senior Operations Leader
SCOPE\ACCOUNTABILITY:
Reporting to the Senior Operations Leader (SOL), the Director of Support Services is
responsible for the overall leadership, best practices, and integrity of the clinical and/or
operational aspects of Food Services, Housekeeping, Laundry, and Environmental Services
including the supervision of related staff in those areas. Develops, coordinates and evaluates all
activities relating to the day-to-day dietary needs of the residents and patients. As part of the
Leadership Team, the Director is responsible for maintaining the related departmental budgets
and budget cost control; departmental staffing; labour relations, participation in essential service
planning levels; developing, evaluating, and ensuring compliance with the designated
departmental goals and objectives, standards, policies and procedures, programs;
resident/patient nutritional care plans; accreditation; and compliance with applicable legislation
and regulations including completion and submission of required reports. The Director builds
excellent employee and public relations within and outside the facility, and liaises with families,
health authorities and facilities, licensing bodies and other external agencies.
Director of Support Services
RESPONSIBILITIES:
1.
Develops, implements and evaluates designated departmental goals, objectives,
policies, procedures and care standards; ensures standards are maintained for the
designated areas and comply with the operating requirements of the licensing body, the
policies of the Society, the facility mission statement, values and philosophy, and
relevant Federal, Provincial and professional legislation, standards and regulations.
2.
Establishes and directs systems for measuring and improving quality of departmental
services to residents and patients.
3.
Participates in Continuous Quality Improvement (CQI) and completes CQI follow-up to
incident reports, infection control studies & audits, etc., especially as they relate to the
accreditation process.
4.
Coordinates appropriate designated services through the B.C. Ministry of Health, Fraser
Health Authority, and other external agencies.
5.
Supervises designated staff by interviewing and hiring qualified staff, setting priorities,
establishing and monitoring performance expectations, and managing workload to meet
operational requirements. Conducts documented performance appraisals on designated
staff at least once every two years. Provides departmental orientation in accordance with
the facility's overall employee orientation program.
6.
Investigates work and staff issues and, where necessary, initiates disciplinary action up
to and including termination, in coordination with St. Michael’s Centre’s Human
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Resources Analyst and Site Operations Leader (SOL). Participates in labour relations
and essential service levels as necessary.
7.
Ensures staff operations and schedules are conducted in compliance with Collective
Agreements and facility policies. Defines duties, develops and coordinates work
schedules, assigns work-loads and organizes departmental staff scheduling for
designated staff. Approves timekeeping records, authorizes overtime and compiles
program status reports as required.
8.
Approves leave of absence applications, including sick leave, vacation leave, etc.
Prepares appropriate documentation for WCB claims and submits to the Administration
office.
9.
Liaises and coordinates nutritional/food services, housekeeping, laundry and
environmental services with other departments, establishing and maintaining
cooperative working relationships.
10.
Plans and implements a nutritional care plan for all residents. Performs a nutritional
assessment on admission and on a quarterly basis as or more frequently as required.
Essential elements of the Nutritional Care Plan may include therapeutic and/or texture
modified diets, nutritional counseling and the provision of nutritional supplements as
required.
11.
Investigates complaints concerning the operation of the facility as they relate to resident
and patient nutritional/food services, housekeeping, laundry, and environmental
services; develops appropriate action or refers recommended action(s) to the SOL.
12.
Maintains departmental budget control by implementing applicable management policies
and procedures, investigating variances and discrepancies, initiating corrective action
and identifying trends for future budget planning. Seeks opportunities to reduce costs,
and prepares rationale and justification for budget request. Ensures staffing hours and
equipment costs are within the allotted budget.
13.
Fosters an ongoing safe and therapeutic environment for residents and patients.
Ensures departmental operations comply with all required health and safety standards
and regulations and established clinical and corporate policies, standards and
procedures. Evaluates effectiveness of processes and identifies opportunities to
enhance outcomes.
14.
Liaises with hospitals, health authority, government ministries and licensing, professional
organizations, and other agencies. Represents the organization on external committees
as deemed appropriate.
15.
Participates as a leader in the process to be accredited by Accreditation Canada.
16.
Participates in SMC’s Risk Management Program, including completing on time
assigned issues for annual survey, and providing specified statistical information for the
Quarterly Risk Report.
17.
Develops necessary documentation and reporting systems to maintain accurate
departmental records and communications.
18.
Co-ordinates in-service and continuing education programs for nutritional and
environmental services staff.
19.
Serves as a member of SMC’s Leadership Team. Participates in and/or chairs various
meetings, teams, committees, task forces as required and as requested by the SOL.
20.
Participates in multi-disciplinary conferences by providing the applicable services
support to the team.
21.
Ensures compliance with facility policies on purchasing, ordering, stock and inventory
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control while maintaining an appropriate and adequate inventory of supplies and
equipment. Ensures all nutritional and environmental services equipment is maintained
in proper working order; monitors the efficient use of supplies and equipment.
22.
Participates in the afterhours On Call rotation.
23.
Participates in the annual Strategic Planning process as directed by the SOL.
24.
Liaises with SMC’s Director of Care as required to ensure Resident and Patient care
needs are met.
25.
Performs other related duties as required.
QUALIFICATIONS:
Education, Training and Experience:

Bachelor’s in Dietetics, Clinical Nutrition, or Home Economics, with at least five
years recent, related experience including extensive experience in Gerontology
in a unionized environment and a minimum 3 - 5 years effective managerial
experience in a related managerial position with demonstrated leadership
abilities.

Current Registration with the College of Dieticians of BC.

Knowledge of maintenance operations and issues an asset.

Experience in the Accreditation Canada (AC) survey program. Ideally, has led a
facility through the AC program to a successful survey outcome.

Experience designing, leading and instructing staff education programs, including
hands-on teaching situations.

Experience using Point-Click-Care and MDS.

Computer literate with experience in using MS Office software. Good working
knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint) and ESP
Scheduling software.
SKILLS & ABILITIES:

Possesses the personal qualities and attitudes that respect and maintain the
spirit, dignity and individuality of the residents.

Understands and is able to integrate a philosophy of resident-centred-care into
daily operations.

Ability to supervise staff.

Comprehensive knowledge of health care delivery systems.

Physical and mental capacity to carry out assigned duties in the working
environment.

Excellent verbal and written communication skills. Ability to comfortably and
competently address small and large groups in a public speaking/presentation
role.

Ability to establish and maintain good interpersonal relations both within and
outside the facility.
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
Ability to safely and efficiently operate all equipment associated with the duties of
the position.

Ability to work independently, and as part of a management team, with a
minimum of supervision
COMPETENCIES:
Achievement Orientated
Information Seeking
Innovative
Develops Others
Builds Partnerships
Conceptual Thinker
Acquires and Distributes
Expertise
Flexible
Self Control
Interpersonal
Understanding
Teamwork and
Cooperation
Created December 2012
Demonstrates new methods to improve performance through building on
past experience or seeking new ideas in the industry.
Systematic effort over time to obtain needed data or feedback includes
research.
Generates creative solutions, removes barriers.
Fosters the development of others through influence, teaching, coaching
mentoring.
Seeks new partnerships to support the vision and accomplish the goals of the
organization.
Identifies key issues in complex situations; effective problem solver.
Translates knowledge into effective results.
Ability to adapt and work effectively with a variety of situations, individuals
and groups. Manages change.
Demonstrates control of strong emotions; calms others.
Understands underlying problems, behaviours, concerns, and cultural
differences. Negotiates and facilitates consensus.
Exemplary communication skills; builds, motivates and empowers teams.