Director, Provincial Crisis Line Services, BC Mental Health & Substance Use Services - Burnaby, BC

Director, Provincial Crisis Line Services BC Mental Health & Substance Use Services Burnaby, BC Reporting to the Senior Director, Digital Innovation & Capital Planning, BCMHSUS, the Director, Provincial Crisis Line Services provides senior leadership for the planning, delivery, and oversight of provincially coordinated 24/7 crisis line services and virtual health initiatives. The role is accountable for strategic direction, operational performance, service delivery agreements, technology and vendor oversight, and continuous quality improvement to ensure accessible, high-quality crisis response services across BC. The Director leads complex, high-impact initiatives involving multiple internal and external partners, including regional health authorities, contracted service providers, technology vendors, and the Ministry of Health. The role operates with a high degree of autonomy and is responsible for ensuring the quality, accessibility, sustainability, and risk management of provincially delivered crisis services within a highly visible and high-risk environment. What you’ll do Provides strategic leadership for provincial crisis line services and virtual health initiatives, including establishing program direction, priorities, and performance expectations to support timely, equitable, and high-quality access to crisis response services across BC. Oversees the delivery of provincially coordinated, 24/7 crisis line services across contracted providers, ensuring service quality, performance monitoring, system coordination, and continuous improvement. Leads system planning and coordination with internal and external partners, including regional health authorities, PHSA programs, Indigenous partners, and the Ministry of Health, through formal governance structures and collaborative planning processes. Holds accountability for service delivery agreements with contracted crisis line providers and key technology vendors, including contract negotiation, renewals, procurement processes, vendor performance monitoring, and issue resolution. Develops, oversees, and manages program budgets within the context of operational demands, environmental and resource constraints, and emerging priorities; allocates resources and implements remedial strategies as required. Establishes and oversees policies, standards, procedures, performance indicators, and risk mitigation strategies governing provincial crisis line and virtual health services to ensure alignment with PHSA requirements and relevant external standards. Leads and directs staff, including performance improvement activities and assignment to initiatives and programs. Provides overall leadership and direction for the team using effective management techniques (e.g., coaching, mentoring, skill and leadership development, decision making, coalition building and performance management) that support the achievement of required outcomes. Exercises substantial independent judgment in complex, ambiguous, and high-profile environments, and represents PHSA in matters with significant operational, financial, reputational, and public interest implications.   What you bring Qualifications A level of education, training, and experience equivalent to a Master’s Degree in Health Services Administration, Business Administration, or related Health Profession More than 10 years recent, related experience including at least two (2) years in a progressive leadership role. Extensive experience in facilitating and managing consultation processes with a wide range of stakeholders (including public, senior and middle management, physicians and staff, regional health authorities, and ministry staff and officials), managing strategic and operational projects and contract and budget development and oversight.  Core Competencies Builds strong partnerships with Indigenous health to champion the implementation of patient safety best practices and drives a positive safety culture, including a focus on Indigenous-specific racism and discrimination as a patient safety priority and supports learning, accountability and continuous improvement. Oversees compliance and achievement of the health regulator practice standards set out by the Indigenous Cultural Safety, Cultural Humility, and Anti-Racism practice standard within the areas of nursing and allied health. Fosters an anti-racist, ethical practice and well-being through oversight of the ethics and spiritual health program. Leads and develops high-performing, interdisciplinary teams, fostering and modelling a culture free from racism and discrimination and of collaboration, accountability, continuous improvement, and learning. Skills and Knowledge Comprehensive knowledge of health care systems, crisis response services, virtual health delivery models, and relevant government procedures, standards, and requirements. Demonstrated expertise in service delivery agreement oversight, procurement processes, vendor negotiations, and performance management. Ability to provide leadership, guidance, and direction to others. Strong negotiation, interpersonal, and communication skills. Ability to use appropriate strategies to resolve conflict and build consensus between partners on critical issues. Ability to anticipate and respond to changing priorities or unforeseen opportunities. Ability to analyze and problem-solve complex issues toward creative solutions. Ability to organize and prioritize work and balance multiple activities concurrently while working effectively under time pressures to meet deadlines. Ability to productively use word processing, spreadsheet, database, and project management software. Experience and demonstrated ability to collaboratively lead a diverse team and manage staff in a complex, multi-partner environment. Comprehensive understanding of the complexity of service delivery of BCMHSUS and the provincial health system in British Columbia. Demonstrated commitment to on-going learning and professional development. Demonstrated knowledge of the historic and ongoing impacts of settler colonialism and racism on Indigenous Peoples in social and health contexts, including clear understanding of and commitment to eradicate Indigenous-specific racism and discrimination and embed Indigenous Cultural Safety and Humility. Demonstrated knowledge and understanding of applicable provincial legislative obligations, including the Health Professions and Occupations Act (2022, in force 2026). Demonstrated knowledge and understanding of provincial commitments within PHSA contexts from provincial and national foundational documents including In Plain Sight (2020) and others. Demonstrated capability to lead by example in advancing Indigenous-specific anti-racism and broader DEI and anti-racism objectives and in fostering a culture of continuous learning, inclusion and belonging. What we bring Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness, development programs to support you – at work and at home. Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees. Access to professional development opportunities through our 2,000+ in-house courses including a range of experience level, profession-specific, or other essential training on Indigenous Cultural Safety; Indigenous-specific anti-racism; Diversity, Equity, Inclusion and accessibility, mental health and well-being, and more. Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources. Annual statutory holidays (13) with generous vacation entitlement and accruement. PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position). Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more. Job Type: Regular, Full-Time Wage: $118,923 – 170,951 per annum. The starting salary for this position would be determined with consideration of the successful candidate’s relevant education and experience, and would be in alignment with the provincial compensation reference plan. Salary will be prorated accordingly for part time roles. Location: 1795 Willingdon Avenue, Burnaby, BC V5C 6E3 Hours of Work: Monday – Friday; 0900 - 1700 Requisition # 203003E   What we do   BC Mental Health & Substance Use Services (BCMHSUS) cares for people with complex mental health and substance use challenges. BCMHSUS program is part of the Provincial Health Services Authority (PHSA).   PHSA plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Cultivate partnerships – Serve with purpose. PHSA and BCMHSUS are committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment. Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services PHSA is committed to anti-racism and equity in our hiring and employment practices. With learning and compassion, we are addressing existing inequities and barriers throughout our systems. PHSA is seeking to create a diverse workforce and to establish an inclusive and culturally safe environment. We invite applications and enquiries from all people, particularly those belonging to the historically, systemically, and/or persistently excluded groups identified under the B.C. Human Rights Code. One of PHSA’s North Star priorities is to eradicate Indigenous-specific racism, which includes ongoing commitments to Indigenous recruitment and employee experience as well as dismantling barriers to health care employment at every level. We welcome Indigenous individuals to apply and/or contact the Sanya’k̓ula Team (Indigenous Recruitment & Employee Experience) for support at [email protected]. Indigenous-specific anti-racism initiatives are rooted in addressing the unique forms of discrimination, historical and ongoing injustices, and exclusion faced by Indigenous peoples. These initiatives align with an Indigenous rights-based approach, recognizing the inherent rights and title of BC First Nations and self-determination of all First Nations, Inuit and Métis communities. https://www.phsa.ca/our-services/programs-services/indigenous-health PHSA is also mandated to fulfill legislative obligations as in: United Nations Declaration of the Rights of Indigenous Peoples (2007 – Supported without qualification by Canada - 2016) United Nations Declaration on the Rights of Indigenous Peoples Act (Canada - 2021) Health Professions and Occupations Act (BC – 2022, in force 2026) Anti-Racism Act (BC - 2024) Provincial Anti-Racism Action Plan (BC - 2026) Declaration of the Rights of Indigenous Peoples Act (BC - 2019) Declaration Act Action Plan (BC - 2022)  PHSA is mandated to uphold provincial commitments found in the foundational documents including: Truth & Reconciliation Commission’s Calls to Action (Canada - 2015) Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (Canada - 2019) In Plain Sight:  Addressing Indigenous-Specific Racism and Discrimination in BC Health Care (BC - 2020) Remembering Keegan: A First Nations Case Study (BC - 2022) Attention current employees of PHSA: You must apply via your internal profile at http://internaljobs.phsa.ca. The internal job posting expires on August 31, 2026 and will no longer be accessible. If the internal job posting has expired, please e-mail [email protected] with the six-digit job requisition number and your PHSA employee ID number to be considered as a late internal applicant. Please do not apply for the external job posting. If you have not yet set up an internal profile, please e-mail [email protected] with your PHSA employee ID number to obtain your temporary password. Our business hours are Monday-Friday 8:30am-4:30pm, excluding Statutory Holidays and a Help Desk Representative will respond to you with 1-2 business days. If you are not a current employee of PHSA and require assistance with your application, please contact the External Careers team at [email protected].