Resident Experience Coordinator

2 months ago

Georgina, Canada Cedarvale Lodge Community and Retirement Living Full time

About the Role:

The Resident & Family Experience Coordinator II is a critical role within our communities at Cedarvale Lodge Community and Retirement Living, impacting the lives of residents and igniting the warmth of human connection.

Key Responsibilities:

  • Leads the resident move-in, transfer, and move-out process in accordance with the organization's move-in experience standards, including facilitation of the application process, assistance with accessing financial supports, tours, and introducing the resident/family/substitute decision maker to the community and its operations.
  • Provides social services worker counseling services as required within the scope of qualifications.
  • Plans, develops, implements, and evaluates individual social work services and/or support groups to meet the identified needs of residents and families, engaging external resources as required to ensure resident social needs are met.
  • Supports residents and families during advanced care planning and treatment plan conversations within Social Services Worker scope, including funeral arrangement discussions.
  • Responsible for responding to, corresponding with, and tracking feedback received in the resident home area/neighborhood to ensure it is addressed in a timely manner and receives satisfactory outcomes.
  • Responsible for providing reporting and analysis, feedback received to Leadership & Quality Committee.
  • Collaborates with departmental leaders to provide coaching and direction to resident home area/neighborhood teams as needed in the provision of exemplary service excellence and hospitality to support the resident and family experience.

Requirements:

  • Social Services Worker; must be Registered per provincial legislation.
  • Minimum of three years' experience in healthcare, social services, or related sector.
  • Knowledge of the Long Term Care Act & Regulations preferred.
  • Customer service-related experience an asset.
  • Hospitality and/or sales-related experience an asset.
  • Strong oral and written communication skills required.
  • Ability to organize, plan, and delegate responsibilities.

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