peopleCare Communities is a long-term care and retirement living organization that has operated throughout Ontario for over 50 years. We are thrilled to be named one of Canada’s Best Managed Companies for the eleventh year in a row. This award recognizes top companies across Canada for overall performance, sustained growth, strategy, capabilities and innovation, culture and commitment, and leadership. We are also accredited with Exemplary Standing, the highest award possible through Accreditation Canada’s Qmentum program. 

THE ROLE

The Resident and Family Coordinator will play a critical role in ensuring a smooth and supportive transition for new residents into the home. This role will manage the admissions process, provide ongoing psycho-social support, and collaborate with interdisciplinary teams to enhance the day-to-day well-being of residents. The individual will act as a primary liaison between residents, their families, and the home to ensure continuity of care and overall satisfaction.

Reports to: Director of Care

RESPONSIBILITIES

Admissions Coordination:

• Prepare and manage applications for interdisciplinary review.

• Notify applicants, their substitute decision makers (SDM), or placement coordinators of admission decisions in writing.

• Track and analyze referral trends for occupancy reporting purposes.

• Schedule and facilitate tours of the home for prospective residents and their families.

• Send follow-up cards to prospective residents and families and monitor feedback for further follow-up.

Resident Transition & Engagement:

• Reach out to new residents and their SDMs prior to their arrival to ensure preparedness and address any concerns.

• Welcome new residents and their families upon arrival, escort them to their rooms, introduce them to staff, and provide contact information for continued support.

• Assist in personalizing the resident's room to foster a sense of comfort and belonging.

• Actively engage with new residents and their SDMs during the first six weeks to ensure a smooth transition, offering ongoing feedback, addressing concerns, and resolving complaints.

• Attend initial care conferences to share insights into the resident's adaptation to the home environment.

Care Conference & Resident Support:

• Schedule, audit, and facilitate initial and annual care conferences, providing leadership when required.

• Collaborate with the home’s Behavioral Support Ontario (BSO) team to assist in supporting residents facing behavioral challenges.

• Provide one-on-one supportive visits to residents under the care of the Social Worker, especially when the Social Worker is unavailable.

• Respond to referrals intended for the Social Worker in their absence, acting within the scope of practice.

 

Psycho-Social & Palliative Care:

• Offer psycho-social support to residents at risk of social isolation.

• Actively participate in the Palliative Care/Comfort Team, providing care and comfort for residents in palliative stages.

• Support families through the discharge process, offering both practical and emotional assistance.

 

Family & Community Relations:

• Serve as a point of contact for residents and families, providing system navigation support (e.g., applications for handi-transit, clothing orders, or capacity assessments).

• Act as the liaison for the Resident and Family Satisfaction Survey, collecting and processing feedback.

• Work with Resident and Family Councils to address concerns and improve resident experiences.

• Triage family and resident complaints or concerns to the appropriate department heads for timely resolution.

 

Administrative & Quality Control:

• Attend and contribute to the home’s Quality Committees, ensuring that resident care standards are met.

• Assist in facilitating Resident Admission Assessments to ensure residents’ needs are identified and addressed.

• Audit open and closed care assessments, ensuring documentation is complete and up to date.

EDUCATION AND EXPERIENCE

• Education: Registered Social Service Worker (RSSW) designation or equivalent, with membership in the Ontario College of Social Workers and Social Service Workers (OCSWSSW).

• Experience: Experience in a healthcare or long-term care setting is preferred. Previous experience in admission coordination or case management is an asset.

• Skills: Excellent interpersonal and communication skills, strong organizational abilities, and an empathetic approach to care. Able to handle sensitive situations with tact and professionalism.

• Other Requirements: Understanding of the long-term care sector, with knowledge of relevant legislation and standards (e.g., Long-Term Care Homes Act). Comfort with facilitating care conferences and experience in a leadership or coordination role within an interdisciplinary team.

Thank you for your interest in joining peopleCare. We are excited to learn more about you and the experience you would bring to our team.

peopleCare is committed to an inclusive and accessible recruitment process. Accommodations are available upon request for candidates taking part in all stages of the recruitment and selection process.

This posting is for an existing vacancy. peopleCare does not use artificial intelligence to screen, assess or select applicants. Applications are reviewed by members of our recruitment team.