Program Director - Client Experience and Concerns

Your Opportunity:

Help improve the experience of patients, clients, and families in long term care across the province! Assisted Living Alberta (ALA) is now seeking an analytical, empathetic, and solutions-oriented leader for the role of Program Director, Client Experience and Concerns. In this role, the Program Director works with a high degree of independence and provincial influence as they establish and advance a coordinated provincial approach to understanding and improving the experience of clients, residents and families. As Program Director, you will design and facilitate meaningful client, resident, and family engagement that incorporates real people’s lived experience into service design changes and improvement across the province. As this role is provincial in scope, the physical work location for this position is negotiable. This role may be eligible for a remote/hybrid work arrangement. Travel within the assigned portfolio may be required to support leaders, teams, and service delivery. Assisted Living Alberta (ALA) provides Albertans with the support they need through a comprehensive assisted living system that offers a full range of services, including medical and non-medical supports, continuing care homes, home care, community care, and social services. ALA is focused on delivering care more effectively and consistently across the province by enhancing home and community services, expediting access to supportive living environments and continuing care homes, and ensuring Albertans and their caregivers are well-informed.

Description:

The Program Director, Client Experience and Concerns (Director) provides provincial leadership for client experience, engagement, and concerns across Alberta’s continuing care sector, including both ALA-operated and contracted services. Reporting to the Senior Program Officer, Quality, Client Experience and Accreditation, the Director leads provincial strategies, frameworks and processes to understand and improve the experiences of clients, residents and families, ensuring their perspectives inform planning, quality improvement, program development, and service delivery. As Director, this person provides expert advice to senior and executive leaders on significant client experience issues and opportunities to strengthen person-centred care. The position also ensures resources align with priorities and forecasts costs for grant and operational funding requests. This role oversees ALA’s client concerns and complaints function, ensuring concerns are managed consistently, respectfully, and transparently, with appropriate escalation for complex matters. The Program Director analyzes feedback, concerns, and compliments to identify trends, risks and opportunities for improvement, and leads approaches to measuring and incorporating client, resident, and family experience into organizational decision-making. Working with internal and external partners, the Director will develop and maintain positive working relationships to advance organizational goals and drive ALA’s quality improvement and system responses across continuing care.

Transition Company: Assisted Living Alberta Classification: Program Director Union: Exempt Unit and Program: Quality, Accreditation & Client Experience Primary Location: Southport Tower Location Details: Eligible to work hybrid (on/off site) within Alberta Negotiable Location: Provincial Employee Class: Regular Full Time FTE: 1.00 Posting End Date: 21-OCT-2026 Date Available: 31-OCT-2026 Hours per Shift: 7.75 Length of Shift in weeks: 10 Shifts per cycle: 50 Shift Pattern: Days, On Call Days Off: Saturday/Sunday Minimum Salary: $57.07 Maximum Salary: $100.39 Vehicle Requirement: Driver's License, Vehicle Required

Required Qualifications: Master’s degree in a health profession, health administration, education, business administration, organizational development, or related field. Minimum of seven (7) years of progressive leadership experience in a complex healthcare or human services environment, including significant leadership experience in client/patient experience, complaints and concerns, quality, engagement or a related provincial or organizational function. An equivalent combination of clinical education and relevant experience may be considered.

Additional Required Qualifications: Demonstrated experience leading complex client experience, complaints, concerns or engagement functions involving multiple programs, service settings, providers or stakeholder groups. Strong knowledge of person- and family-centred care, complaint and concern resolution, client experience measurement, engagement approaches and methods for translating client feedback into organizational and system learning. Experience developing and implementing meaningful client, resident, and family engagement and experience measurement approaches, surveys, feedback systems or experience reporting. Demonstrated ability to synthesize complaints, experience information and qualitative and quantitative feedback to identify systemic themes, emerging issues and opportunities for improvement. Strong leadership, judgment, communication, conflict-resolution and relationship-management skills, including demonstrated ability to navigate sensitive issues and influence operational leaders, service providers and system partners.

Preferred Qualifications: Healthcare or continuing care experience. Formal or advanced training in quality improvement, improvement science, implementation science, patient safety, health system leadership. Certification or recognized professional development in quality improvement methodologies or healthcare quality.