Manager, Client
7 days ago
Position Information
Posting Number:
- ROM23343E
Title: - Manager, Client & Family Relations
Position Status: - Regular Fulltime
FTE: - 1.0
Job Schedule: - Days
Department: - Client & Family Relations
Union: - Nonunion
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 Client and Family Relations program is an essential offering that improves the client and family's recovery journey and supports access hope and new possibilities for our clients.
The program provides the Royal with opportunities to improve our processes, care and service and to create exceptional care experiences for our clients and families.
The Manager, Client & Family Relations will be responsible for the Client & Family Relations Program for The Royal at all sites.
This role will facilitate improved client and family/caregiver experience in a mental health setting incorporating evidenced based practices, and founded on respect and compassion.
Using enhanced clinical skills, the Manager will advocate on behalf of clients and families through individual client/family contact, facilitate issue resolution, and promote and live the Client Statement of Values through all client/family involvement and activities.
The role also manages the Family Engagement & Experience Coordinator.Duties:
Accountability #1:
Client & Family Feedback System
- Receive, manage and respond on a daytoday basis any complaints, concerns, and compliments related to feedback received through various sources (i.e. electronic client & family feedback system, inperson, by phone). Incorporate HIROC & other evidence informed best practice for the management of patient and family complaints.
- Manage the Client & Family/Caregiver Feedback System (paperbased, online and by phone) and provide ongoing support as the "Gate Keeper" and Coordinator.
- Facilitate the mediation of complaints not resolved at the program level and respond to requests for support with problem solving as required.
- Oversee the escalation of concerns to Senior Management and work collaboratively with legal counsel around litigious concerns
- Analyze data (identify trends and systemic issues), and develop a Client & Family/Caregiver Feedback Report annually
Accountability #2:
Client & Family Relations Program
- Promote and support a culture that empowers and engages clients and their families/caregivers
- Coordinate and promote organizationwide adoption and dissemination of leading evidenceinformed practices in client/familycaregiver empowerment and engagement
- Develop annual operational plans to guide the client and family relations program.
- Oversee the effective management of the Client and Family Hub.
Accountability #3:
Client Council
- Support the activities of The Royal's Client Advisory Council(CAC)
- Act as the liaison between Senior Management and the CAC (provide information on ongoing activities between The Royal and the CAC, raise any concerns from the CAC to Senior Management
- Manage/oversee the effective operation of the CAC s and ensure its alignment with the strategic plan
Accountability #4:
Client Surveys
- Oversee the implementation of the Ontario Perception of Care (OPOC) survey process (Inpatient, Outpatient/Ambulatory Care, Community Mental Health Program)
- Correspond/collaborate with peer hospitals in Ontario around methodology and data comparison for OPOC survey in partnership with Data & Analytics.
- Ensure the distribution and use of OPOC survey results across the organization for quality improvement
Accountability #5:
Ontario Patient Ombudsman
- Receive and manage complaints from the Ontario Patient Ombudsman's office
Accountability #6:
Content Expertise - Patient and Family Centered Care (PFCC)
- Develop and support the implementation of a PFCC strategy for the organization
- Provide coaching/mentoring to staff on skills and approaches for PFC
Accountability #7:
Managing Staff
- Direct supervision for Family Engagement/Experience Coordinator
- Management of client council.
Accountability #8:
Quality of Care Reviews
- Meet with clients/families, as required, to gather input to bring to the Quality of Care Review regarding the incident
- Attend all Quality of Care Reviews to bring the client and family perspective and point of view to the process.
- Provide the recommendations from the QCR to clients and f
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