Client and Family Experience Lead

7 months ago

Peterborough, Canada Five Counties Children's Centre Full time

***:

- Plays a key role in empowering clients and families shape and inform their client service experience at the Centre.
- Collaborates with leadership, community partners, and service providers to effectively build continuous improvement into client experience outcomes.
- Facilitates the co-design, implementation, and evaluation of client experiences organizationally
- Develops policies, templates, and tools to grow existing services satisfaction.
- Provides training, coaching and mentorship in relevant skill areas while continuing to build capacity across the organization as the Centre continues to include the voices of the clients and families in it’s day-to-day work.

**MAIN RESPONSIBILITIES**:

- **Feedback and Relations Management**_
- Provides support and guidance to clients, families, service providers, and other
- stakeholders to navigate concerns, questions, compliments, and feedback, ensuring that their service experience is grounded in Five Counties’ pillars of clinical service delivery: family centered service, integrated care, solution focused coaching and the F-words of Child Development.
- Communicates questions, concerns, and issues to appropriate leaders, follows-up, facilitates solutions and coordinates timely responses.
- Manages and coordinates the Five Counties feedback processes electronically to support status tracking, documentation of interactions, findings, communications, resolution(s),and service evaluation/satisfaction.
- Assesses and classifies client and client feedback according to the level of risk and takes appropriate action to resolve concerns and/or escalate as needed
- Actively applies a Justice, Equity, Diversity, Inclusion, Indigeneity, and Accessibility framework and culturally sensitive lens to all services and policies of Five Counties.
- Communicates and collaborates with a broad range of internal and external
- stakeholders, gathering information to support responses to the client and/or family.
- **Program Development**_
- Facilitates and leads the co design of the client experience program at Five Counties.
- Develops templates, tools, and structures to support the standardization of client
- experiences including timeframes and processes.
- Participates in the design and coordination of the feedback management database.
- Develops and maintains policies and work instructions (processes) related to feedback mechanisms and management, client relations and client experience.
- Identifies, recommends, and provides input into opportunities for improved client focused resources and activities, collaborating with cross-departmental staff.
- Researches and maintains awareness of best and emerging practices relevant to
- feedback management and client experience.
- **Capacity Building**_
- Builds relationships with program teams across Five Counties to provide the support and tools required to facilitate skill development in relevant areas such as conflict resolution, customer service, service recovery, de-escalation, etc.
- Designs and delivers training, facilitation, coaching, and mentoring to leadership and non-leadership team members.
- Educates staff and community in understanding the Client and Family Experience Lead role.
- Continues to build and enhance the role of volunteers at Five Counties. This may occur through clinical work, groups, speakers, and/or other areas of expertise that focus on positive outcomes for clients and families.
- **Client Service Focus**_
- Establishes supportive and collaborative relationships with clients, families, partners, and other stakeholders.
- Addresses conflict proactively.
- Demonstrates commitment to working in family focused way ensuring clients and families are engaged as true partners in care.
- Takes initiative to address stakeholders’ needs as appropriate.
- Demonstrates flexibility in addressing changing needs/expectations as a change champion.
- Creates a culture of justice, equity, diversity, and inclusion within Five Counties’ service delivery.
- Advocate of justice, equity, diversity, and inclusivity.
- Maintains privacy and confidentiality.
- **Building and Maintaining Collaborative Relationships**_
- Knows who the key stakeholders are and the relationship and accountability to them.
- **Other**_
- Ensures legal compliance to the Ontario Health & Safety Act, PHIPA, and other regulations and best practices.
- Other duties and projects as assigned.

**QUALIFICATIONS**:

- Minimum two-year diploma in a human service discipline required; an equivalent combination of relevant education and experience may be considered.
- Minimum of five (5) years of experience in the health care, education, or social service sector required.
- Minimum of two (2) years of relevant experience in client/patient relations preferred.
- Lived experience as a person with a disability or a caregiver of a child with a disability and/or developmental needs is an asset.
- Training in relevant skill such as conflict resolution, solut

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