Indigenous Health Navigator

2 months ago

Toronto, Canada SickKids Full time

**About SickKids**:
Dedicated exclusively to children and their families, The Hospital for Sick Children (SickKids) is one of the largest and most respected paediatric healthcare centres in the world. As innovators in child health, we lead and partner to improve the health of children through the integration of healthcare, leading-edge research and education. Our reputation would not have been built - nor could it be maintained - without the skills, knowledge and experience of the extraordinary people who come to work here every day. SickKids is committed to ongoing learning and development, and features a caring and supportive work environment that combines exceptionally high standards of practice.

When you join SickKids, you become part of our community. We share a commitment and determination to fulfill our vision of _Healthier Children. A Better World_.

Don’t miss out on the opportunity to work alongside the world’s best in paediatric healthcare.

**Position Description**:
As a member of the Office of Patient and Family Experience, the Indigenous Health Navigator & Patient and Family Experience (PFE) Specialist has an incredible opportunity to partner with First Nations, Inuit, and Metis patients, families, their healthcare providers, and other internal and external community members to support a culturally safe environment for our Indigenous patients and families seeking care. This PFES will possess the intrinsic understanding of how their individual practice stems from their positionality and formal education; this practice will be grounded in decolonial intersectional anti-racism, anti-oppression pedagogy. This knowledge and experience will be instrumental at providing insight and direct in-hospital assistance and support to ensure all patients and families receive culturally safe care. The PFE Specialist will demonstrate the emotional intelligence to facilitate effective handling and resolution of complaints, concerns, and compliments within a philosophy of child and family-centred care. The PFE Specialist will demonstrate critical thinking skills, capacity to problem solve using effective interview, facilitation, and negotiation skills, be just and fair in decision-making, excellent interpersonal skills showing empathy in all situations, and have the capacity to assess each concern without biases, prejudice, or assumptions. In this role, the PFE Specialist will balance the need to respond to patient and family concerns in a fair and equitable manner while keeping with the ethical values and needs of the organization in a supportive environment provided by the Patient and Family Experience team.

**Keys Areas of Responsibility**:
**Provide direct support services to families and clinical teams including**:

- Providing support to Indigenous families during clinical encounters in the inpatient and outpatient areas
- Helping families access services at SickKids and within the greater external community
- Facilitating and supporting traditional Indigenous healing ceremonies
- Connecting families to Elders and healers for spiritual and emotional support
- Providing culturally sensitive guidance to clinicians during clinical encounters
- Providing information about the Non-Insured Health Benefits (NIHB) program for First Nations and Inuit Peoples as well as other services including those available through Jordan’s principal
- Connecting families to local community resources, such as sweat lodges and sacred spaces
- Facilitating access to emergency clothing, toiletries, and other needs

**Provide Indigenous patients and families assistance to report concerns about care/service and facilitate resolution.**
- Inform Indigenous patients/families of internal mechanisms for reporting concerns about care and service.
- Liaise with patients, family members, significant others, and relevant hospital personnel to facilitate effective management and resolution of complaints, concerns, and compliments
- Manage concerns using appropriate communication skills, crisis management skills, and excellent de-escalation techniques to defuse confrontational situations.
- Develop and implement an action plan that will facilitate handling of complaints from start to finish
- Liaise with appropriate individuals to inform the work on the Indigenous Health Strategy

**Other Responsibilities**:

- Perform administrative duties to ensure the efficient and effective operation of the department
- Attend and actively participate in department meetings
- Manage the complaints and compliments data base to facilitate documentation, retrieval of information, creation of reports and analysis of data identifying gaps, trends, and opportunities
- Ensure Senior Manager of the Office of Patient and Family Experience is kept abreast of all cases by providing regular updates
- Perform other duties as assigned or requested, such as proactively enhancing the patient experience through rounding, participating in hospital committees, presenti

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