Resident and Family Relations & Experience Lead (Full Time) LTC

Department: Resident Services

Position: Resident and Family Relations & Experience Lead

Weekdays 9:00am-5:00pm (75 hours bi-weekly)

Weekends and evening work may be required.

Status: Permanent Full Time

Date Required: ASAP

The Resident and Family Relations & Experience Lead works with residents and their families to address concerns or special needs which may arise during their stay within the facility. This person works directly with various members of the healthcare team, LTC departments, and administration to solve problems that residents & families may have with the goal of facilitating a positive resident experience during their time in the organization. The Resident and Family Relations & Experience Lead acts as an intermediary between LTC departments and the resident/family to bring about the most effective healthcare treatment and positive healthcare experience. This role will also provide leadership and professional guidance within the organization, within multidisciplinary and interdisciplinary teams, and to Social Work staff.

EXPERIENCE & EDUCATION

• Master’s degree in Social Work (MSW) preferred.
• Candidates with a Bachelor’s degree in Social Work (BSW), Registered Nurse (RN) designation, or a degree in Health Administration will be considered with a minimum of 5 years of experience in long-term care or a related healthcare setting.
• Familiarity with relevant regulations and accreditation standards, such as PHIPPA, Ombudsman, MOH Legislation.
• Strong understanding of healthcare processes, medical terminology, and the healthcare delivery system.
• Strong knowledge of resident care standards, relevant legislation, i.e., Fixing Long Term Care Act and its Regulation, and long-term care best practices.
• Demonstrated experience in resident advocacy, family communication, complaint resolution, and interdisciplinary team collaboration.
• Bilingual - English and Italian preferred.
• Excellent communication and organizational skills required.

COMPETENCIES (Behavioural & Technical Skills)

• Excellent communication skills, both verbal and written, to effectively communicate with residents, families, and healthcare providers.
• Strong interpersonal skills with the ability to empathize, remain calm under pressure, and build rapport with a diverse range of individuals.
• Excellent problem-solving and conflict resolution skills to address and resolve complex resident complaints and conflicts.
• Strong organizational skills with the ability to manage multiple cases and priorities simultaneously.
• Ability to maintain strict confidentiality and handle sensitive information with integrity.
• Sound judgment and decision-making abilities to assess situations, evaluate evidence, and recommend appropriate actions.
• Proficiency in record-keeping and data management to accurately maintain and analyze complaint records and statistics.
• Knowledge of healthcare systems, resident/family rights, and relevant laws and regulations.
• Ability to work independently and make impartial decisions while adhering to professional ethics and standards.
• Proficient in using computer systems, software, and databases for documentation and data analysis.

RESPONSIBILITIES INCLUDE (but are not limited to):

• Listen to resident/family concerns, investigate complaints, and work towards finding appropriate resolutions. This includes addressing issues related to healthcare services, billing, communication, and any other aspect of the resident/family experience.
• Ensure that resident/family’s' rights are upheld and respected throughout their healthcare journey. This includes protecting resident/family confidentiality, promoting informed consent, and ensuring cultural sensitivity and diversity.
• Act as a mediator between residents, their families, and healthcare providers to help resolve conflicts and promote understanding and collaboration.
• Offer guidance and support to residents and their families during difficult situations, such as medical errors, treatment disputes, or end-of-life decisions. Provide information about available resources and assist with navigating the healthcare system.
• Investigate complaints thoroughly and impartially, gathering relevant information, interviewing involved parties, and reviewing medical records, policies, and procedures.
• Document all interactions, complaints, investigations, and resolutions in a timely and accurate manner. Prepare reports and statistical analyses to identify trends and areas for improvement.
• Work closely with healthcare professionals, administrators, and staff to address resident/family concerns, develop strategies for quality improvement, and promote a resident/family-centred approach to care.
• Conduct educational sessions for residents, families, and healthcare staff on resident/family rights, complaint resolution processes, and effective communication strategies.
• Remain knowledgeable about relevant laws, regulations, and policies about resident/family rights and healthcare quality. Apply this knowledge to ensure compliance and advocate for necessary changes when required.
• Collaborate with other departments and committees within the organization to implement initiatives that enhance resident/family satisfaction, improve processes, and promote a culture of resident/family-centered care.
• Utilize performance measurement to improve resident/families/customer outcomes.
• Meets department/organization quality goals.
• Provide educational and professional support to interdisciplinary team members when dealing with complex psycho-social issues.
• Co-chair the Ethics Committee and ensure that appropriate issues are addressed, and spearhead related educational initiatives.
• Assist residents, families, and significant others in making a positive adjustment to placement.
• Provide solution-focused therapy, narrative therapy, grief therapy, and/or supportive counselling to residents, families, and significant others as required.
• Facilitate conflict resolution between residents, family members, and occasionally staff.
• Works effectively with all members of the interdisciplinary team, with a client-centered focus.
• Act as a liaison between medical and nursing staff, other staff, residents, relatives and appropriate outside agencies.
• Compile psycho-social histories, statistical reports and other reports related to social work activity.
• Participate in interdisciplinary meetings and committees, Resident Council and Family Council Meetings, and follows up on decisions reached or requests made within a reasonable time frame.
• Participate in Occupational Health and Safety education, policy and procedures.

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