The Family Engagement & Experience Coordinator will be responsible for supporting staff across all Royal sites with implementing family experience improvement initiatives and engaging families in the design and implementation of services they provide. This role will build successful relationships within and outside the organization, to support the development and delivery of family support programs. Through the collection of data from families (e.g. Ontario Perception of Care/Caregiver survey), the Coordinator will navigate, analyze, and drill down on data sets to identify opportunities to improve family experience and engagement. The Coordinator will support and help to coordinate the Family Advisory Council and engage families to ensure that the voice of families/caregivers is heard and brought to various hospital initiatives and committees.

Duties:

• Promote and support a culture that empowers and engages families/caregivers
• Coordinate and promote organization-wide adoption and dissemination of leading evidence-informed practices in family/caregiver empowerment and engagement
• Develop and support the implementation of relevant policies and procedures to support family and caregivers
• Develop and provide education sessions and resources to staff, in collaboration with the Family Advisory Council, to enhance family-caregiver/staff understanding of family-caregiver empowerment and engagement
• Provide coaching/mentoring to staff (informal and formal teaching presentations) on soft skills, customer service strategies;
• Provide presentations as required
• Work with the Client and Family Hub to support the distribution of resources available to families
• Support the activities of The Royal’s Family Advisory Councils
• As staff liaison to the  Family Advisory Council , coordinate recruitment and support the work of family advisors
• Attend monthly FAC meetings and joint meetings with the client advisory council as required
• Provide input into the Council’s budget
• Manage/oversee the effective operation of the councils and ensure their alignment with the strategic plan
• Assist with the development of an annual work plan
• Support implementation of engagecaregiver.ca / empowerment of family advisors on key committees
• Oversees the compilation and distribution by volunteers of family information packages around the ROHCG campuses, the Hub, with assistance from the Administrative Assistant
• Develop and support the implementation of a CFCC strategy for the organization with a focus on family engagement and experience
• Provide consultation to staff on skills and approaches to CFCC as it applies to families
• Provide content expertise on CFCC throughout the organization (e.g. in policy, on committees, for project development) with a focus on family engagement and experience
• May include:
• Participation in teaching, education and supervision of MSW students on working with famiies
• Coaching and mentoring others in working with families
• Consultations, document and content review
• Respond to individual family feedback and re-direct to the Client and Family Resource Hub or Client & Family Relations Manager and/or the program as appropriate
• Record family feedback in the Client Staff Incident & Feedback System as required
• In partnership with the Social Work Professional Practice Lead, coordinate the Family Information and Support Groups
• Oversee the implementation of the Ontario Perception of Care/Caregiver survey across the ROHCG
• Work in a manner that complies with staff and patient/client safety practices, policies and procedures of the Royal.
• Engage in Community of Practice for support in relation to family engagement and experience.
• Ensure a work environment that is conducive to the Royal’s Respectful Workplace policy.
•  Other assigned duties as required

  Qualifications:

  • Master’s Degree in Social Work required
  • Member in good standing with the College of Social Workers and Social Service Workers
  • Minimum 2-3 years recent clinical Social Work experience in Mental Health and Addiction setting.
  • Diverse and broad knowledge of a wide range of mental health and addiction disorders.
  • Experience with family engagement, telemedicine, research and project management an asset.
  • Clear understanding of relevant legislation e.g. MHA, PHIPA, etc.
  • Proficiency in latest versions of standard office software applications including Internet Explorer, Windows, Microsoft Word, Excel, Outlook, Power Point, Meditech, etc.
  • Valid driver’s license and access to a reliable vehicle.
  • Excellent verbal and written communication and documentation skills.
  • Proven presentation, training and group facilitation skills.
  • Strong critical thinking skills to make accurate triage decisions based on brief intake information.
  • Must be able to work with multiple interruptions.
  • Maintain ROHCG mandatory training requirements.
  • Maintain workload measurement and data collection as required and input into the workload measurement system on a regular basis.
  • Willingness to work variable hours, evenings and weekends.
  • English level A- is mandatory in oral expression, oral comprehension, reading and writing. Bilingual (French/English) is considered an asset.
    

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