Job Posting 78087

Quality Assurance Advisor
Vancouver Aboriginal Child & Family Services Society
Vancouver & Lower Mainland
closes in 34 days (Fri, 31 Dec)
full time  •  $72,247.97 – $83,014.85 per year
Position: Quality Assurance Advisor (QAA)
Salary: $72,247.97 - $83,014.85
Status: Permanent full time; Excluded
Department: Infrastructure
Closing Date: Open Until Filled
Location: 745 Clark Drive, Vancouver BC

At VACFSS, we ensure that the rights, safety, well-being and spirit of Indigenous children and families are upheld, honored, and protected. We strive to eliminate oppression, discrimination, and marginalization within our community. We acknowledge and honor the inherent wisdom, capacity, and resourcefulness of our community in designing programs and services to care for our own children and families. Accordingly, we are dedicated to planning, developing, and implementing creative and innovative Indigenous programs and services in collaboration with members of our community and other agencies.

  • Join an Agency that strives to provide services to strengthen Indigenous families culturally and spiritually!
  • Receive a competitive salary of $72,247.97 – $83,014.85 per year PLUS a comprehensive benefits package!
  • Take on a challenging role that provides membership in the Public Service Pension Plan!


Reporting to the Director of Practice, the Quality Assurance Advisor is responsible for coordinating the Client Concern Resolution Process (CCRP) as well as continuous quality improvement for VACFSS Programs. The QAA is accountable for ensuring that complaints and administrative reviews are in accordance with established policies and procedures under the CCRP and relevant legislation. The QAA will also conduct a number of employee and client engagement surveys with the end of improving service delivery and employee/ employer relations. The QAA is also responsible for managing the VACFSS Practicum Program, maintaining and building relationships with academic partners to provide field education. The QAA is also responsible for conducting research into policy and other practices at VACFSS.


  • Coordinates the Agency’s Client Concern Resolution Process (CCRP) for all programs and practice areas.
  • Oversees client complaints, determines, and analyses systemic issues and puts forward recommendations and advice for resolution. Is responsible for advising and referring persons-served to the Administrative Review Process and ensuring policies and procedures governing these processes are upheld.
  • Responsible for developing and coordinating the VACFSS Practicum Program. Maintains community relationships with academic partners. Provides field education curriculum to practicum students. Offers coaching and mentorship to practicum students and/or practicum supervisors.
  • Conducts research into organizational policies and procedures as well as numerous other areas affecting programs and other matters having legal implications to the organization
  • Conducts research projects concerning assessment, effectiveness and efficiency of programs and research projects.
  • Collects and analyses qualitative and quantitative data from various sources and disseminates findings through oral presentation and written reports to appropriate levels in the organization
  • Develops, writes, and amends policy and procedures for the Agency’s manuals. Ensures that policies and procedures meet legislated standards. Documents the implications, advantages of various options for solutions and responses, making recommendations to the Director of Practice.
  • Assists in developing protocol agreements for service planning with various First Nations bands and other Child and Family service agencies to ensure the children develop and / maintain a connection to their family and community.
  • Conducts and analyzes client satisfaction surveys and communicates the results to the appropriate levels in the organization.
  • Quality Assurance, Audit and Case Review: Assists the Director of Practice and program managers/leads in conducting internal audit and case reviews in accordance with relevant policy, practice standards and legislative requirements.
  • Assists in implementing Quality Assurance case practice audit and case reviews on behalf of the Chief Executive Officer (CEO) and Director of Practice, for delegated VACFSS Programs, track and monitors recommendations resulting from quality assurance activities, liaises with Ministry of Child and Family Development (MCFD) Quality Assurance Branch and other key stake holders as required.
  • Provides training to staff in a number of areas including compliance to standards, policy, the Client Concern Resolution Process, as well as Agency training initiatives.
  • Prepares formal and informal reports for the Director of Practice as well as the CEO on a regular basis.
  • Ensures the agency is in compliance with the Freedom of Information and Privacy Act (FOIPA) and the Personal Information Protection Act (PIPA).
  • Lead facilitator and coordinator of VACFSS Employee Engagement Survey Committee and survey process.
  • Performs generalist duties related to QAA functions as required and within limitations of the given job classification. As required, will be involved in case and file reviews.


  • Demonstrates practical knowledge of relevant legislation, including the Child, Family and Community Services Act, the Family Relations Act, Freedom of Information and Privacy Act, and Personal Information Protection Act.
  • Familiar with policies and standards governing complaints and administrative reviews. Demonstrates a thorough knowledge of information dissemination processes, procedures, practices and policies. Has the ability effectively apply the most current policy and analysis procedures and research methods to achieve practical solutions.
  • Demonstrates the ability to write technical reports, policies and procedures for manuals and other purposes. Writes formal reports utilizing standardized business formats.
  • Demonstrates a practical understanding of the Ministry Information Systems, Resource and Payment System as well as Integrate Case Management System.
  • Demonstrates the ability to understand relationships within VACFSS and other groups, agencies or organizations. Recognizes who the key decision-makers are and predicts how new events or situations will affect all stakeholders.  Operates effectively within VACFSS’ or other organizations’ informal structures.
  • Articulates and demonstrates Indigenous culture and core competencies in all activities relating to VACFSS. Reaffirms the cultural context of Indigenous people and rights when carrying out duties and responsibilities of a VACFSS employee.
  • Developing organizational actions, values and services that focus on customer needs. Gives clients and other agency personnel best efforts to ensure customer satisfaction.
  • Influencing, with integrity, others toward a desired direction to achieve the organization’s mission goals and fostering organizational values. Goal Achievement: Motivates and influences people toward the achievement of goals. Has a clear sense of work/career goals. Fostering Values: Demonstrates and promotes organizational values. Treats everyone and with respect and dignity to maintain a positive work environment. Planned Change: Facilitates planned organizational change. Supports planned organizational change by providing input in a constructive fashion.
  • Analyzing and developing appropriate solutions to problems evaluating a course of actions reaching logical decisions. Problem Solving: Identifies problems, conducts background research, and provides recommendations. Decision Making: Quickly draws conclusions based on available information and initiates action promptly.


  • Relational Engagement
  • Leadership
  • Collaborative Planning and Decision Making
  • Emotional Competency
  • Resilience
  • Cultural, Spiritual Expression


  • Masters of Social Work or in an area related to Child and Family Services
  • A minimum of 5 years of experience in the area of Delegated Child Welfare including one year experience writing, coordinating production of and maintaining policy and procedures manuals
  • Proficient in computer applications (MS Office) and standard office equipment to generate, access, and disseminate information
  • A valid BC Driver’s Licence and access to a safe, reliable vehicle
  • Experience working in Indigenous Child Welfare including front line work; knowledge in all child welfare service areas
  • Knowledge of the impact of colonialism on Canada’s Indigenous people; ability to develop policies that incorporate cultural knowledge


  • Extended health and dental
  • Group life and AD&D
  • Employee Family Assistance Program
  • 100% employer-paid premiums
  • 3 weeks of vacation
  • Public Service Pension Plan
  • Access to VACFSS’ Staff Cultural Clinical Counselor, Elder
  • Access to Indigenous Cultural Teachings as coordinated by the Agency
  • Participation in the Monthly Accumulated Time Off Program for Excluded Staff


Applicants may apply by completing the Application on the Employment Opportunities webpage or by using the following link: We thank all candidates for their interest; however, only those selected for an interview will be contacted. Preference may be given to Indigenous candidates as per Section 41 of the Human Rights Code


We’re committed to providing safe and healthy workspaces in all our office locations to protect our employees, clients including children, youth, and families, caregivers as well as community partners. Due to the nature of our Agency’s work in providing essential services, VACFSS will require all employees to be fully vaccinated against COVID-19 by November 22, 2021. Proof of vaccination will be required as of this date for staff and will apply to new employees to the Agency. VACFSS will consider its obligations to accommodate those staff who are unable to be vaccinated.

This interim mandatory employee policy is intended to prevent the transmission of COVID-19 and protect the health and safety of our employees, clients, and the public.

Please Note: is not affiliated with and in no way endorses or vets the organization that posted this job. Any links posted within the job will take you to their external site where the same disclaimer applies.

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