Quality & Risk Management Referent

Médecins Sans Frontières, international medical humanitarian association founded in 1971, provides medical assistance to populations whose lives are threatened: mainly in the event of armed conflict, but also epidemics, pandemics, natural disasters or exclusion from healthcare. The French section is present in around thirty countries.

Main Purpose

• Foster a lasting culture of patient safety and continuous improvement, ensuring these val-ues are internalized at all levels of the organization.
• Anchor quality governance into RSH's institutional structures and leadership practices until it operates independently of this position.
• Transfer quality management expertise to national staff through structured capacity-building, coaching, and a phased handover of responsibilities.
• Ensure the continuity and coherence of the quality and risk management strategy, in alignment with MSF policies and institutional orientations (internal control, safeguarding, protection) and RSH operational priorities.

Context

• Reconstructive Surgery Hospital – average of 550 admissions per year
• Over 1000 surgeries annually,
• 56 surgical beds and 126 rehabilitation beds,
• 2 OTs for orthopedic, maxillo-facial and plastic surgeries,
• OPD with in average 550 consultations / month
• Physiotherapy and mental health and psychosocial departments, and a micro laboratory within the hospital

Specific Responsibilities

Patient safety culture and patient centered approach

• Sustain and reinforce a culture of continuous improvement and patient safety, ensuring these values are internalized by staff at all levels.
• Embed the Patient-Centered Approach into daily operations and institutional routines, in alignment with MSF quality of care policy and international standards.
• Act as an active member of the PCA Committee with the hospital director, progressively enabling national members to lead its agenda.
• Oversee patient feedback and complaint mechanisms (satisfaction surveys, patient interviews, complaints), supporting national staff to manage these independently.
• Ensure the risk management system (adverse event reporting, MMR/case reviews, corrective action monitoring) operates continuously
• Capitalize on RSH's quality journey to contribute to MSF's broader institutional learning and support potential replication in other missions.

Quality and risk management governance and environment

• Work with hospital leadership to anchor quality governance into day-to-day operations
• Maintain and update the documentation management system (protocols, procedures, guidelines), with national staff progressively managing routine maintenance.
• Support mission leadership in mapping, harmonizing, and centralizing cross-cutting institutional frameworks (safeguarding, internal control, protection) to make them actionable, eliminate duplication, and ensure coherent integration with the quality and risk management system.
• Establish clear communication channels to disseminate information on quality initiatives, achievements, and areas requiring attention, fostering a transparent and accountable environment.
• Liaise with MSF referents and partners when required
• Participate in weekly management meetings as a member of RSH's coordination team.
• Upon request, present the quality approach and support other missions in replicating RSH's experience.

Capacity building and staff empowerment

• Conduct a training needs assessment across RSH departments, identifying gaps in quality tools, project management methods, and risk management processes.
• Design and implement a capacity-building curriculum tailored to different staff profiles (healthcare providers, clinical leads, managers), covering: quality improvement methodologies (PDCA, root cause analysis, audit cycles), project management fundamentals, documentation and protocol management, risk identification, indicator monitoring, facilitation and communication techniques.
• Deliver hands-on training sessions, workshops, and practical coaching, prioritizing learning-by-doing over theoretical instruction.
• Mentor and coach healthcare providers and managers individually, progressively stepping back from direct execution toward facilitation and oversight.
• Establish progressive autonomy milestones with defined timelines and competency validation criteria, aligned with the project roadmap.
• Co-develop with hospital leadership and HQ a phased transition roadmap with clear milestones, timelines, and responsibility transfers; regularly assess progress and adjust accordingly.
• Document training activities, participation, and competency assessments to track progress toward team ownership objectives.
• Engage in continuous learning and incorporate relevant advancements into the hospital's quality framework.

Additional Activities:

• Supervise and progressively delegate the coordination of the protocol library and annual action plan monitoring to the medical secretary.
• Monitor qualitative indicators and provide methodological support for audits, with decreasing direct involvement over time.
• Provide methodological and project management support for improvement initiatives on patient pathways and care organisation efficiency.
• Ensure monitoring frameworks and indicators are understood and used autonomously by relevant staff.

Working hours: Office hours

Position based in Amman’s Reconstructive Surgery Hospital

Education:

• Degree in quality management
• or degree in nursing plus experience in quality management.

Experience:

• Desirable: 5-years experience in quality management in hospital setting.
• Having worked in MSF or other NGO’s and in developing countries is a plus.

Languages: Mission language (English) essential, local language (Arabic) desirable.

Competencies

• Training design and facilitation
• Project management
• Leadership
• Result-oriented
• curiosity
• Teamwork.
• Ability to federate
• Facilitation skills
• Listening capacity