Manager of Quality, Privacy and Client Relations

Canadian Mental Health Association, Ottawa Branch; Ottawa; On-site; CAD 53,683 - 65,312; Full time

Benefits offered by this job

Comprehensive health and dental benefits

Paid sick leave

Long-Term Disability

Life insurance

Defined benefit pension plan

Generous paid time off

Job summary

The Canadian Mental Health Association, Ottawa Branch is seeking a Manager for Quality, Privacy, and Client Relations. This permanent, full-time role offers an opportunity to provide leadership in quality improvement initiatives.

You'll be responsible for advancing CMHA's priorities related to quality, safety, and client experience, while collaborating with dedicated professionals. The position offers comprehensive benefits and promotes equity, diversity, and inclusion from day one.

Qualifications

• Minimum 3 years of experience in quality improvement or health system improvement.
• Legally able to work in Canada and provide a Vulnerable Sector Police Record Check.
• Bilingual (French and English) is an asset.

Responsibilities

• Lead the coordination and implementation of the quality improvement agenda.
• Support quality and safety committees and processes.
• Enhance client relations and experience.

Skills

Quality improvement

Privacy management

Client relations

Data analysis

Accreditation coordination

Education

Undergraduate degree in health sciences or related field

Job description

The Canadian Mental Health Association-Ottawa Branch (CMHA Ottawa) is an independent, community-based non-profit organization supporting individuals in the Ottawa area with severe and persistent mental illness and/or substance use disorder, many of whom are experiencing chronic homelessness or are vulnerably housed. We are dedicated to promoting good mental health, developing and implementing sustainable support systems and services, and encouraging public action to strengthen community mental health services and related policies and legislation.

Type of Position: Permanent, Full Time

Start Date: ASAP

Hours of Work: 35 hours per week, Monday to Friday 8:30 am - 4:30 pm

Pay Rate: $53.6835 - $65.3121

Position Summary

Reporting to the Director, Quality, Clinical and Legal Risk Management, the Manager, Quality, Privacy and Client Relations provides both strategic leadership and operational oversight to advance the Canadian Mental Health Association (CMHA) Ottawa Branch’s priorities related to quality, safety, privacy, and client experience.

The Manager is responsible for leading the coordination and implementation of the organization’s quality improvement agenda, supporting quality and safety committees and processes, and strengthening core systems related to client incident management, privacy compliance, and client relations. This includes building and optimizing processes, ensuring consistent practices across programs, and enhancing client relations. Through strong data analysis, performance monitoring, and reporting, the Manager enables evidence‑informed decision‑making and continuous improvement.

The main duties and responsibilities of the role will include:

• Quality, Safety & Continuous Improvement
• Accreditation Coordination
• Committee Leadership
• Privacy & Information Management
• Client Relations and Experience
• Strategic Alignment & Director Support

Essential Qualifications

Education: Undergraduate degree in health sciences, public health, health administration, social sciences, or a related field.

Experience: Minimum 3 years of progressive experience in quality improvement, privacy, risk management, evaluation, or health system improvement.

Language: English essential, bilingual (French and English) an asset.

Other: Legally able to work in Canada, able to provide a Vulnerable Sector Police Record Check, and proof of academic achievement.

Benefits

At CMHA Ottawa, we offer comprehensive health and dental benefits, paid sick leave, Long‑Term Disability, and life insurance, and a defined benefit pension plan, the HOOPP, from day one. You’ll also enjoy generous paid time off, starting at four weeks of vacation in the first year, twelve public holidays, plus three floater holidays. We offer a supportive environment grounded in equity, inclusion, and continuous learning. You’ll collaborate with dedicated professionals who make a real impact on community mental health.

The Canadian Mental Health Association, Ottawa Branch hires based on merit, is committed to equity, diversity, inclusion, accessibility, and anti‑racism, and provides a welcoming and inclusive workplace. CMHA Ottawa supports diversity and welcomes candidates from racialized groups, visible minorities, Indigenous Peoples, women, persons with disabilities, and persons who identify as 2SLGBTQ+. We will provide accommodation to applicants with disabilities. If you require an accommodation to participate in the application, interviewing, or selection process, please contact [e-mail].