JOB PROFILE
Position #97314 , 97075, 97076, 97077, 97078, 97079, 00113896, 0011397
TITLE: SHIFT LEAD, NAVIGATION SERVICES
CLASSIFICATION: CLERK 14
MINISTRY: MINISTRY OF HEALTH - HEALTH SERVICES AND POLICY DIVISION
WORK UNIT: HEALTHLINK BC (HLBC)
SUPERVISOR TITLE: OPERATIONS MANAGER, NAVIGATION SERVICES
SUPERVISOR POSITION #: 97344
HealthLink BC’s (HLBC) telehealth platform delivers high quality telehealth services across the continuum of
care to health care providers and the public that positively impact the health care experience, health
outcomes and the availability and use of health human resources in a way that will improve the affordability
and sustainability of health care in British Columbia. HLBC’s comprehensive self-care and health-system
navigation services focus on quality client services to consumers and health care professionals. Core services
include NAV Operations, Nursing Services, Dietitian Services, www.HealthLinkBC.ca, HealthLinkBC Files,
Directory Services, and the BC HealthGuide Handbook.
HealthLink BC is a transforming organization that will realize technological innovation and enhancement of
current core services and an expansion and integration into other health-related initiatives that will promote
improved wellness and health for the residents of British Columbia and other jurisdictions. HealthLink BC plays
an integral role in health system redesign and Ministry of Health initiatives now and into the future.
JOB OVERVIEW:
To provide real time floor supervision and support to on-shift Health Services Navigators working within the
24/7 811 multi-site contact center while assuring that safety and quality requirements are met or surpassed.
ACCOUNTABILITIES
•
Provides real time contact centre floor supervision to Health Service Navigators assuring appropriate skill
set and break assignments to ensure that service is provided within defined time standards, protocols,
policies and standards of care while working within the collective agreement.
•
Works collaboratively with the Workforce Management team as it pertains to approval and notification of
general and unplanned leaves and shift changes, needs assessment for real time staffing adjustment
including determining need for additional staffing up to and including overtime requirements; requests
manager approval of overtime needs, performs after hours and urgent need call-outs to obtain required
staffing, assures all appropriate documentation is completed and within the guidelines of all operational
and collective agreement rules.
•
Provides call support to Health Services Navigators when there are questions or issues through process
clarification, practice requirements and/or the effective use of program applications and ensuring that
appropriate and timely communication and documentation are completed to maintain consistency and
work within the collective agreement guidelines.
Date: November 4, 2016
•
Provides Health Services Navigators with real time and post call evaluation and feedback that supports
individual development and continued education on operational practice and processes, and completion
of necessary associated documentation. Evaluation is focused on continuous improvement and positive
caller centered experience.
•
Provides first level incident escalation support relating to real time events, including caller or Health
Services Navigators concerns or issues, safety related occurrences, technical downtimes; by either
addressing, communicating, documenting, and closing the issue, or escalating as deemed required.
•
As the first-level escalation of incidents involving callers, is responsible for deescalating upset or angry
individuals and resolving most incidents as well as assuring documentation is completed to support
actions taken and outcome achieved.
•
Lead in the development of or provide subject-matter expertise in the development and implementation
of operational processes or practices, program resources, staff recognition programs, program
enhancements and service delivery, and technology changes or updates.
•
Maintains relationships with key stakeholders, both internal and external, to assure a safe and efficient
level of client care at all times.
•
Assists with inbound and outbound call taking, ensuring that the calls are handled appropriately within
the established operational and organizational practices and policies, appropriately and accurately
documenting caller interactions while assuring safety and FOIPPA guidelines are adhered to at all times.
•
Lead or participate in program based projects or initiatives that are specific to the improvement of floor
management within the contact center environment.
JOB REQUIREMENTS

Grade 12 diploma

Minimum of 4 years of supervisory experience.

Minimum of 2 years’ experience in a contact centre environment; preferably larger centers (15 or
more staff) with multiple sites.

Experience with standard computer applications (i.e., Word, Excel, ACCESS, and the internet)
Note: Different combinations of education, training, and experience may be considered. Applicants who
possess a greater number of years of experience than mentioned above may be given preference.

Successful completion of security screening requirements of the BC Public Service, which may
include a criminal records check and/or Criminal Records Review Act (CRRA) check, and/or
enhanced security checks as required by the ministry. (Note – It is important that you read the job
posting carefully to understand the specific security screening requirements pertaining to the
position).
BEHAVIOURAL COMPETENCIES

Service Orientation implies a desire to identify and serve customers/clients, who may include the
public, co-workers, other branches/divisions, other ministries/agencies, other government
organizations, and non-government organizations. It means focusing one’s efforts on discovering and
meeting the needs of the customer/client.
Date: November 4, 2016

Problem Solving / Judgement is the ability to analyze problems systematically, organize information,
identify key factors, identify underlying causes and generate solutions.

Initiative involves identifying a problem, obstacle or opportunity and taking appropriate action to
address current or future problems or opportunities. As such, initiative can be seen in the context of
proactively doing things and not simply thinking about future actions. Formal strategic planning is not
included in this competency.

Listening, Understanding and Responding is the desire and ability to understand and respond
effectively to other people from diverse backgrounds. It includes the ability to understand accurately
and respond effectively to both spoken and unspoken or partly expressed thoughts, feelings and
concerns of others. People who demonstrate high levels of this competency show a deep and complex
understanding of others, including cross-cultural sensitivity.

Results Orientation is a concern for surpassing a standard of excellence. The standard may be one’s
own past performance (striving for improvement); an objective measure (achievement orientation);
challenging goals that one has set; or even improving or surpassing what has already been done
(continuous improvement). Thus, a unique accomplishment also indicates a Results Orientation.

Change Management is the ability to support a change initiative that has been mandated within the
organization. It involves helping the organization’s members understand what the change means to
them, and providing the ongoing guidance and support that will maintain enthusiasm and commitment
to the change process. People with this competency willingly embrace and champion change. They
take advantage of every opportunity to explain their vision of the future to others and gain their buyin.
Date: November 4, 2016