Position Information

Posting Number:

ROM26-079E

Title:

Family Engagement & Experience Coordinator (TFT 1.0 FTE)

Position Status:

Temporary Full-time

Contract End Date:

10/04/2027

FTE:

1.0

Job Schedule:

Days/Evenings

Department:

Client & Family Relations

Union:

OPSEU Local 479

Site:

Royal Ottawa Mental Health Centre

About The Royal

As one of Canada’s foremost mental health care and academic health science centres, The Royal has a clear purpose: to get more people living with mental illness into recovery faster. This is at the core of everything we do and it is driven by the passion, focus and dedication of our employees. Every day, the work that we do transforms the lives of people with mental illness through specialized mental healthcare, advocacy, research and education.

The Coordinator of Family Engagement & Experience will be responsible for supporting day-to-day leadership and front-line 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:

Accountability #1: Family Engagement and Experience

• 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 as required
• 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 (i.e. to The Royal’s Board of Trustees, Senior Management Team, Management Council and Staff Forums)

**Accountability #2:**Family Council

• Support the activities of The Royal’s families and Family Advisory Councils
• Act as the liaison between the Family Advisory Council and hospital (provide information on ongoing activities between The Royal and the Council
• Provide input into the Council’s budget
• Manage the effective operation of the councils and ensure their alignment with the strategic plan
• Oversees the compiling and distribution of family information packages around the ROHCG campuses

Accountability #3: Content Expertise – Client & Family Centred Care (CFCC)

• Develop and support the implementation of a CFCC strategy for the organization with a focus on family engagement and experience
• Provide coaching/mentoring 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

Accountability #4: Family Support

• Respond and listen to individual family feedback and re-direct to Client & Family Relations Manager and/or the program as appropriate
• Record family feedback in the Client Staff Incident & Feedback System as required

Accountability #5: Family Feedback

• Oversee and support in the implementation of the Ontario Perception of Care/Caregiver survey
• Guide the Peer Surveyor in reaching as many Royal families as possible to complete the survey
• Conduct other family feedback processes as required

Accountability #6: Other

• Work in a manner that is in compliance with staff and patient/client safety practices, policies and procedures of The Royal.
• Ensure a work environment that is conducive to the Royal’s Harassment-Free Workplace policy.
• Other assigned duties as required.

Qualifications:

• Master’s degree in social work is required.
• Member in good standing with the Ontario College of Social Workers & Social Service Workers.
• Minimum of 5 years recent clinical Social Work experience in Mental Health and Addiction setting is required.
• Diverse and broad knowledge of a wide range of mental health and addiction disorders is required.
• Experience with family engagement, telemedicine, research and project management is 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 comprehension and written expression. Bilingual (French/English) is considered an asset.

Salary Range:

44.67 to 57.90 per hour

Additional Information

• All applicants must provide a recent resume that clearly indicate that they meet the required qualifications.
• The Royal sincerely thanks all applicants for their interest in a career with us; however, only those applicants selected for an interview will be contacted.
• All new hires will be required to obtain a clear and valid Criminal Record or Vulnerable Sector Records Check as a pre-condition of employment.
• The Royal Ottawa Health Care Group is committed to equity and inclusion in the workplace. Our commitment is rooted in the belief that a diverse workforce enhances the quality of care and organizational strength. We encourage applications from members of equity-deserving communities and welcome individuals from all backgrounds. Upon request, accommodations due to disability are available throughout the recruitment process.