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Service Navigator, Client and Family Integrated Care

4 weeks ago

Toronto, Canada Holland Bloorview Kids Rehabilitation Hospital Full time

Working in the Family Resource Centre, the CFIC service navigator plays a pivotal role in demonstrating and facilitating a Client and Family-Centred approach to service and resource delivery. As a source of information sharing, the navigator demonstrates respect for each client, community member and their families; demonstrates the importance of choice, accessibility and equity in information about care and daily living; provides evidence-informed and community-based resources to equip and support clients and families; seeks out opportunities for information-sharing; and supports clients and families to locate appropriate and meaningful resources and workshops online and in person.

The position plays a key role and first point of contact in client and family resource support, employee and family education, family support funding and family resource activities.

This is a temporary part time (0.4 FTE, or 2 days a week) position expected to be 6 months in length, with the possibility of renewal.

**KEY RESPONSIBILITIES**

**Client, Family and Staff Consultation Triage**
- Triages with incoming consults:

- Responding to more straightforward Holland Bloorview-based requests
- Following priority process for escalation to Family Support Specialists for more complex consults
- Information-gathering for community resource or more complex consult requests
- Acting as a timely first response/warm connection to consult requests, communicating Family Support Specialist response times
- Potentially scheduling phone/Zoom/in-person consults for Family Support Specialists
- Conducting social needs screens with families requesting consults (who are Holland Bloorview clients)
- Assisting with Family Navigation Hub activities including activities involved with onboarding new screening teams, quarterly check-ins with existing screening teams, updating quarterly data and generating slide deck presentations for ongoing awareness-raising of the initiative
- Collects and utilizes data on family information trends for reporting and new education development opportunities

**Resource Development**
- Develops new tip sheets and resources
- Supports with event promotion and/or possible background/tech support during events
- Re-branding and ongoing maintenance of existing tip sheets (updating links, adding new resources, etc.)
- Provides guidance in the ongoing development of Holland Bloorview’s up-to-date, multimodal collections of relevant and credible information for clients and families
- Searches for reliable information and connects regularly with the community (which may include system partners, families, or government sources) for updates on new programs, services, government announcements, policies or pertinent news related to the disability community
- Consults with staff, students or volunteers who want to share new family education resource materials, workshops or programs that are accessible to and inclusive of Holland Bloorview clients and community families
- Utilizes and enhances Family Support Specialist community outreach guidelines for reliable and up to date information sharing
- Utilizes an equity framework, past learnings from education development, accessible formats and health literacy to synthesize information resources
- Prioritizes and includes the client and family voice in resource sharing

**Community Dissemination**
- Regularly shares resources for accessibility of information for families, ultimately facilitating the expansion of resource materials including multi-lingual, online and alternative formats
- Network with community agencies to support information sharing for families

**MINIMUM KNOWLEDGE, SKILLS & ABILITIES**

**Education**
- Minimum of 3 years related customer service experience
- Graduate of post-secondary program (e.g., healthcare administration) or equivalent in overall work experience
- Training or relevant experience in client and family-centred care, health literacy, accessibility
- Training or relevant experience in online tools such as MailChimp, Google Drive, and website content management systems

**Experience**
- Computer proficiency is essential.
- Significant experience in providing support and education to families, people working in the field of health care and community/social services, and in engaging communities in outreach activities.
- Experience working in a pediatric healthcare setting is preferred.
- Lived experience as a person with a disability or family member is preferred.

**Special Skills**
- Demonstrates passion and commitment, role modelling client and family-centred practices
- Develops, plans, implements and evaluates new methods of community outreach activities, as well as evaluate and modify existing ones
- Knowledge of partnership development and maintenance with system collaborators in various sectors (private and public)
- Set priorities and organize workload to manage resources and information from many different locations and sources
- Knowledge