Family Engagement Coordinator

**SUMMARY**

Reporting to the Executive Director, the Family Engagement Coordinator is responsible for ensuring that Kickstand’s Provincial Implementation Team and centres stay committed to meaningful family engagement and provide an exemplary family/caregiver experience. Working in collaboration with other team members, this position focuses on the development, implementation, delivery, evaluation, and continuous improvement of the family/caregiver experience at Kickstand, an initiative with the goal of providing young people and their families/caregivers with enhanced access to integrated health services, thereby easing transition points for youth and their caregivers. The position will develop and maintain standards by ensuring the needs and perspectives of families/caregivers are championed in the organization’s decision-making and strategic planning. The Family Engagement Coordinator will create policies, guidelines and standards of practice for family/caregiver participation at all levels of the organization.

**ROLE RESPONSIBILITIES AND DUTIES**
- In close collaboration with the Communication Coordinator, ensure that Kickstand’s engagement with families/caregivers informs the Kickstand brand, and that the client experience, across the network, meets brand standards, informs communications strategies and initiatives, identifies opportunities to improve the client experience, and rolls out client experience initiatives across various program areas
- In close collaboration with the Kickstand Provincial Implementation Team, lead the Society to become more family/caregiver-centered, ensure staff understands the perspectives and needs of youth and their families/caregivers and support the design and implementation of internal staff training to accomplish this objective
- Provide leadership in the development, implementation and continuous improvement of family/caregiver experience measurement and feedback methods to inform organizational and local quality improvement initiatives and support innovation to improve client experience across the provincial network by ensuring families/caregivers are involved throughout
- Advocate for the needs of families/caregivers both internally (ensuring their voices are heard in the development and design of projects and initiatives) and externally (in collaboration with the Communication Coordinator, ensuring their voices are amplified and informing advocacy-related communications strategies with the goal of improving the wellness of youth and young adults), in accordance with Kickstand’s vision of transforming systems to improve access to services
- Develop and implement a structure, policies and processes that ensure the voices of families/caregivers are heard at the system, regional, and local levels, including the development and implementation of network-wide family/caregiver advisory committees and working groups and ensuring that local advisory committees and groups are supported and are operating in accordance with Kickstand’s standards
- In collaboration with various program areas, implement and measure brand experience and identify opportunities to proactively tailor services and activities to meet the needs of families/caregivers, and lead the development of brand experience tools and training programs as required, and an implementation plan for the Kickstand central office and centres
- In collaboration with the Communication Coordinator, work across communication and marketing channels to develop and launch campaigns to help enhance and improve the family/caregiver experience with Kickstand and involvement with the brand; as part of this, participate in planning meetings and developing strategies to ensure Kickstand’s research is informing communication initiatives by ensuring conference presentations and research publications are embedded in communications planning
- Analyze issues, trends, and opportunities to develop, implement, and evaluate experience strategies to improve service and achieve goals, and prioritize, co-design and implement innovative experience practices
- Drive deliberate, disciplined design and delivery of experiences to families/caregivers by ensuring staff and service providers within the Kickstand central office and across the network understand and are committed to the Kickstand brand and client experience, and by creating indicators to measure progress
- Create connections between family/caregiver experiences and advocate for the integration they require, while identifying and strategizing the removal of barriers whether technical, structural, or normative
- Championing family/caregiver perspectives in the organizational strategic planning and decision-making by developing and implementing standards and practices for family/caregiver participation at all levels of the organization including governance
- Identify opportunities and develop strategies to enhance organizational culture and communications, such as journey-map