Company Bio

Southlake is building healthy communities through outstanding care, innovative partnerships, and amazing people. We deliver a wide range of healthcare services to the communities of northern York Region and southern Simcoe County. Our advanced regional programs include Cancer Care and Cardiac Care and serve a broader population across the northern GTA and into Simcoe-Muskoka.

Our team of nearly 6,000 staff, physicians, volunteers, students and Patient and Family Advisors are committed to creating an environment where the best experiences happen. As a recognition of our commitment to quality and patient safety, we have received the highest distinction of Exemplary Standing from Accreditation Canada.

Job Summary

This exciting and impactful role is ideal for a dynamic individual who thrives in a fast-paced healthcare environment and is passionate about enhancing both the patient and family experience and volunteer engagement.
Reporting to the Manager, Patient Experience, Patient Relations, and Volunteer Resources, this position is divided into two core areas: Volunteer Resources and Patient Experience
In the Volunteer Resources portfolio, the successful candidate will be responsible for all aspects of the volunteer engagement lifecycle, including recruitment, screening, placement, training, supervision, evaluation, and recognition. The role supports a diverse and intergenerational group of volunteers who contribute across a wide array of hospital programs. This individual will play a key role in designing and supporting meaningful volunteer opportunities that directly contribute to improving the hospital experience for patients, families, and staff.
In the Patient Experience portfolio, the candidate will support key initiatives aimed at elevating the voice of patients and families and driving a culture of person-centred care. Responsibilities include supporting the Patient Experience Partner (PXP) Program, managing patient experience data and feedback tools, and collaborating with teams across the organization to ensure that patient feedback informs quality improvement and system change.

Skills & Abilities

• Proven understanding of volunteer management and engagement principles and cycle (recruitment, interviewing/screening, selection, orientation & training, monitoring and supervision, evaluation recognition).
• Proven innovative volunteer program development.
• Ability to accomplish goals to the highest standards with an emphasis on quality and safety.
• Excellent oral and above-average written and verbal communication skills including good grammar, composition and spelling.
• Evidence of strong organizational, priority-setting and time management skills with the ability to work under pressure and meet deadlines with minimal supervision.
• Excellent interpersonal and leadership skills with demonstrated ability to communicate effectively with diverse groups of people.
• Strong team player with proven ability to problem solve and resolve conflict.
• Self-motivated with the ability to work with constant distractions & interruptions.
• Proficiency with Windows-based software including Excel and Word. Proficiency in VSys volunteer management system a definite asset.
• Flexibility in working hours to meet operational requirements, including occasional evenings and weekends.
• In-depth understanding of patient and family-centered care
• Working knowledge of Ontario healthcare legislation, including:
• Excellent Care for All Act (2010)
• Public Hospitals Act (1990)
• Health Care Consent Act (1996)
• Personal Health Information Protection Act (2004)
• Accessibility for Ontarians with Disabilities Act (2005)

Qualifications

• Bachelor’s degree in human resources or related discipline and Certificate in Volunteer management or Patient Experience preferred
• Minimum of 3 years of relevant work experience required

Closing Statement

Regular and reliable attendance is an expected requirement of this position.

At Southlake, we are committed to fostering an inclusive and accessible environment. We are dedicated to building a workforce that reflects the diversity of the community in which we live and serve, including those with disabilities. Southlake is committed to providing accommodations in all parts of the hiring process. If you require an accommodation, we will work with you to meet your needs.

It is the responsibility of all Southlake employees to work in a safe manner and promote health and safety in the workplace.

Primary Responsibilities

• Interviews, screens, assigns orients & schedules new volunteers for training.
• Guides, motivates and coaches staff who supervise volunteers, placement supervisors (co-op) and volunteers as necessary.
• Continually assesses and promotes potential areas for volunteer involvement.
• Initiates corrective and follow up action as necessary with volunteers whose performance does not coincide with the department/hospital’s Vision, Mission and Values.
• Contributes to the establishment of systems which support, empower and recognize volunteers.

Supports the monitoring of volunteer performance including ongoing observation and/or formal evaluation processes.

• Fosters positive and supportive relations between staff and volunteers.
• Ensures that volunteer position guides are reflective of the department(s) goals for all volunteer placements.
• Ensures a strong linkage with the community to promote volunteerism both internal and external to the hospital.
• Analyzes current trends which affect the field of volunteerism.
• Identifies opportunities within the community for recruiting volunteers.
• Identifies quality indicators and participate in initiatives to achieve continued volunteer satisfaction.
• Assists in the development of departmental policies and procedures.
• Develops and ensures current and up-to-date record keeping systems and statistical data to ensure accurate volunteer records and other significant information.
• Assists in the development of manuals and handbooks which can be used in training and informing volunteers.
• Positively contributes to Southlake’s Vision, Mission, Values and strategic directions.
• Lead and support the planning and execution of volunteer recognition activities and events
• Evaluate the risks associated with each volunteer position and take appropriate action to control the risks associated with the program or service
• Coordinates and supports patient and family engagement initiatives including rounding, feedback forums, and community engagement events.
• Collaborates with clinical and support departments to embed the patient voice in decision-making and service design.
• Support the ongoing development and operationalization of the PXP Program to ensure alignment with organizational priorities, patient partnership standards, and equity principles.
• Identify and implement strategies to expand the scope, impact, and visibility of the program across clinical and corporate departments
• Contribute to internal and external reporting, including presentations, evaluations, and accreditation readiness.
• Build customized dashboards and reports in Qualtrics to share insights with frontline teams, leadership, and quality committees, driving accountability and informed decision-making.
• Translate insights into actionable recommendations that align with corporate priorities and clinical program goals.
• Consult and collaborate with Quality and Patient Safety team members on departmental projects and Quality Improvement Plan (QIP) initiatives.
• Participate in relevant hospital committees to advance patient experience priorities.
• Serve as an expert resource to leadership teams and physicians