Manager of Family and Resident Services

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Better Living at Thompson House has an opening for Manager of Family and Resident Services. It is a permanent, full-time role. This position is responsible for providing support and services to families, residents, and staff. They will ensure optimal service to families and residents based on legislative requirements and Better Living standards. This position will supervise weekend reception and be a part of the admissions team to support administrative work in relation to family and resident services.
- This position reports to the Administrator._
- Post-Secondary Diploma or better in Social Service Worker from an approved program or school
- Current Registration in good standing with the Ontario College of Social Workers or Social Service Workers.
- Maintains current working knowledge of relevant legislation which includes but is not limited to the following: Fixing Long Term Care Act, Mental Health Act, Health Care Consent Act, Substitute Decisions Act, and PHIPA.
- Applicants with experience in a Long Term Care Home setting will be given preference.
- Experience in front line management in Long Term Care facilities an asset.
- Competency in conducting individual counselling and group sessions.
- Excellent oral and written communication skills are essential.
- Superb organizational, time management, and multi
- tasking skills; has a healthy sense of urgency in carrying out duties.
- Self-motivated and has the ability to manage a varied caseload.
- Demonstrated commitment to ongoing learning and development.
- Must be proficient with Microsoft Office Suite, internet use, and computerized resident documentation tools.
- Must be able to work on flexible schedule to meet the needs of our clients (occasional evening and weekends).

**SKILLS AND EXPERIENCE**
- Demonstrate judgement, diplomacy, and discretion in decision-making, and interactions with persons served, staff, colleagues, and stakeholders.
- Ability to establish and maintain a collaborative work environment focused on empowering employees to achieve organizational objectives through the effective organization and delegation of work assignments; the clear communication of organizational expectations; and the achievement of shared goals
- Effective organization and time management skills with the ability to handle multiple tasks and priorities.
- Experience implementing, and monitoring key performance metrics to effectively evaluate and continuously improve organization performance and human resources outcomes.
- Experience working with and meeting accreditation or quality standards an asset.
- Ability to utilize strong analytical, problem solving, and negotiation skills when responding to workforce needs; business issues; and human resources management.
- Strong knowledge of the principles, uses and management of employee records or databases including but not limited to documentation standards, privacy requirements and data analysis and reporting.
- Effective listening skills including the ability to seek clarification as necessary, and an openness to understanding and integrating the ideas of others.

**General Responsibilities**:

- In keeping with the organization’s mission, vision, and beliefs nurture a culture of ‘organizational citizenship’ that prioritizes workforce needs and invests in employees and volunteers to help them lead, grow, and improve the delivery of services in order to provide an exceptional standard of Resident centered care.
- Work in collaboration with management colleagues, to provide leadership to the organization by:
a. Promoting an organizational culture that places value on the contributions and insights of all members of the interdisciplinary team.

b. Making decisions that reflect ethics and values of the organization.

c. Constructively contributing to organizational decision making.

d. Work collectively towards established strategic goals.
- Within your areas of responsibility, advance the organization’s vision to provide services across the Better Living family of organizations by: fostering organizational standards and alignment of practice; contributing to the identification, development and utilization of centres of expertise across the breadth of Better Living; and supporting a model of distributed leadership.
- Sustain and support the established department operational plans, policies, and procedures to meet Better Living standards; including an effective quality and risk management system to ensure applicable legislative regulations and standards are met within the effective operation of their department.
- Represent management in the grievance process; participates in arbitration proceedings as required.
- Required to be on the on-call management schedule outside regular business hours.

**Family and Resident Relations**:

- Responsible for conducting tours of the home for prospective residents.
- Coordinate and assist with the move in of all new residents as per Better Living policies and procedures;