Family Engagement & Experience Coordinator (TFT 1.0 FTE)

• 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)

• 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

• 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

• 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

• 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

• 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.

• 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.

The Royal