Job Description

POSITION SUMMARY

Better Living at Thompson House has an opening for Manager of Family and Resident Services. It is a permanent, full-time role. This position is responsible for providing support and services to families, residents, and staff. They will ensure optimal service to families and residents based on legislative requirements and Better Living standards. This position will supervise weekend reception and be a part of the admissions team to support administrative work in relation to family and resident services.

This position reports to the Administrator.

The Successful Candidate For This Position Must Have The Following Qualifications:

Post-Secondary Diploma or better in Social Service Worker from an approved program or school Current Registration in good standing with the Ontario College of Social Workers or Social Service Workers. Maintains current working knowledge of relevant legislation which includes but is not limited to the following: Fixing Long Term Care Act, Mental Health Act, Health Care Consent Act, Substitute Decisions Act, and PHIPA. Applicants with experience in a Long Term Care Home setting will be given preference. Experience in front line management in Long Term Care facilities an asset. Competency in conducting individual counselling and group sessions. Excellent oral and written communication skills are essential. Superb organizational, time management, and multi- tasking skills; has a healthy sense of urgency in carrying out duties. Self-motivated and has the ability to manage a varied caseload. Demonstrated commitment to ongoing learning and development. Must be proficient with Microsoft Office Suite, internet use, and computerized resident documentation tools. Must be able to work on flexible schedule to meet the needs of our clients (occasional evening and weekends).

SKILLS AND EXPERIENCE

Demonstrate judgement, diplomacy, and discretion in decision-making, and interactions with persons served, staff, colleagues, and stakeholders. Ability to establish and maintain a collaborative work environment focused on empowering employees to achieve organizational objectives through the effective organization and delegation of work assignments; the clear communication of organizational expectations; and the achievement of shared goals Effective organization and time management skills with the ability to handle multiple tasks and priorities. Experience implementing, and monitoring key performance metrics to effectively evaluate and continuously improve organization performance and human resources outcomes. Experience working with and meeting accreditation or quality standards an asset. Ability to utilize strong analytical, problem solving, and negotiation skills when responding to workforce needs; business issues; and human resources management. Strong knowledge of the principles, uses and management of employee records or databases including but not limited to documentation standards, privacy requirements and data analysis and reporting. Effective listening skills including the ability to seek clarification as necessary, and an openness to understanding and integrating the ideas of others.

General Responsibilities:

In keeping with the organization's mission, vision, and beliefs nurture a culture of 'organizational citizenship' that prioritizes workforce needs and invests in employees and volunteers to help them lead, grow, and improve the delivery of services in order to provide an exceptional standard of Resident centered care. Work in collaboration with management colleagues, to provide leadership to the organization by:
a. Promoting an organizational culture that places value on the contributions and insights of all members of the interdisciplinary team.

b. Making decisions that reflect ethics and values of the organization.

c. Constructively contributing to organizational decision making.

d. Work collectively towards established strategic goals.

Within your areas of responsibility, advance the organization's vision to provide services across the Better Living family of organizations by: fostering organizational standards and alignment of practice; contributing to the identification, development and utilization of centres of expertise across the breadth of Better Living; and supporting a model of distributed leadership. Sustain and support the established department operational plans, policies, and procedures to meet Better Living standards; including an effective quality and risk management system to ensure applicable legislative regulations and standards are met within the effective operation of their department. Represent management in the grievance process; participates in arbitration proceedings as required. Required to be on the on-call management schedule outside regular business hours.

Family and Resident Relations:

Responsible for conducting tours of the home for prospective residents. Coordinate and assist with the move in of all new residents as per Better Living policies and procedures; including pre- application tours, pre-move in communications, move in readiness preparations and inspections, move in coordination, and family / resident orientation. Facilitate communication in complex care issues to foster positive resident outcomes that are resident centred, and considers evidence based best practices. Foster positive working relationship with Home and Community Care Support Services placement coordinators and hospital discharge planners. Manages the Home's external and internal wait list and resident move in applications once approved by the Director of Care. Ensure that measures are taken to facilitate optimal occupancy, and monitors preferred accommodation to ensure maximum revenue from achievement of 60% preferred room rentals. Provide discharge planning, support and co-ordination; and post discharge follow up Facilitate and maintain community linkages and access for families and residents. Assist in linking family and residents with resources and services both within the Home and in the community. Participate in providing or organizing in-service programs for residents and families as needed, such as for dementia, grief/loss, caregiver stress, palliative care, and resident-centred care. Provide orientation adjustment programs for families and residents. Assist in palliative and end of life planning and coordination. Act in an advocacy role as appropriate. Advocate on behalf of residents with respect to issues related to Powers of Attorney, Substitute Decision Makers, The Consent and Capacity Board, and the Public Guardian and Trustee. Collaborate with other members of the Operations Team and Central Services on a regular and consistent basis to coordinate and enhance resident services. Maintain all required records, reports, statistics, etc. for both residents and their department in accordance with policies, procedures, and legislative requirements.

Employee Relations

Supervise employees on the admissions team and maintains staff through recruitment, selection, orientation, performance management, and training. Accomplish staff results by communicating job expectations, planning, monitoring, and appraising job results. This can include coaching, counselling, and implementing corrective action. Assist in the management of operations through enforcing systems, policies, procedures, and productivity standards. Support and implement strategic goals by assisting in the gathering of pertinent business, financial, service, and operations information. Identifying and evaluate trends and options by assisting in choosing a course of action, defining objectives, and evaluating outcomes in relation to employee success. Complete and approve payroll for team. Support in managerial coverage of other departments including participation in the on-call rotation. Accomplish financial objectives by forecasting requirements; assist in preparing an annual budget, scheduling expenditures, and examining variances. Maintains quality service by enforcing quality and customer service standards, analysing and resolving quality and customer service matters, identifying trends, recommending service improvements.

Community Relations

Foster strategic partnerships with system partners to further the position of the organization; support the achievement of program and organizational outcomes; and align the organization with the goals of the province. As required, represent the organization's interests on related committees and/or workgroups. Promotes a positive working environment with the service providers and related suppliers working with the Home; Establishes and maintains positive communication between the Home and the community, and available community services. Liaises with educational institutions and provides supervision to students on placement. Participates in external committees, Regional LTC network meetings, and regular meetings and serve as a member in areas related to areas of responsibility. Ensure that all required programs are functioning effectively within their areas of responsibility. Be an active member of the Palliative Care Team. Establish and maintain communications with other disciplines, families, and residents to ensure needs are being met within their area of accountability. Liaise with the Better Living's Social Work department, engages and participates in cross divisional initiatives, goals and objectives. Schedules and attends Resident Care conferences. Other duties as assigned.

REGULATORY AND LEGAL REQUIREMENTS

Provide services in keeping with Better Living's Mission, Vision and Values*
Adhere to the principles and expectations outlined in the Code of Conduct.*
Commit to advancing equity and inclusion, addressing bias and discrimination, and celebrating diversity in order to achieve better outcomes and provide an environment free of barriers for Clients, Residents, Caregivers, and employees. Maintain compliance with the policies and procedures of the organizations. Adhere to the Personal Health Information Protection Act (*PHIPA 2010) as outlined in the organization privacy policies and procedures.
Perform the functions of job description in compliance with the Health and Safety practices of the organization and in accordance with the provincial Occupational Health and Safety Act*.
Participate in the continuous quality improvement activities of the organization in order to advance a culture of quality and support ongoing compliance with CARF and HPCO Accreditation standards.

SALARY:

Commensurate with experience

To apply: We have new user-friendly system for applying directly from our Careers webpage! To apply for this position, we invite you to apply by clicking on the following link:

https://betterlivinghealth.bamboohr.com/careers/214?source=aWQ9OA%3D%3D

Better Living is an equal opportunity employer and is in accordance with the Ontario Human Rights Code, Employment Standards Act and Accessibility for Ontarians with Disabilities Act. Applicants need to make their request for accommodation known when contacted. Thank you to all who express interest in this position and we welcome all resumes. However, only those granted an interview will be contacted. No phone calls, please. Thank you.

Job Types: Full-time, Permanent

Work Location: In person