Client and Family Engagement Lead

VHA Home HealthCare (VHA) is one of the largest not-for-profit home care providers in Ontario. Our team is made up of close to 3,000 caring and committed professionals who love what they do. Our providers tell us: "Home care is where I can truly make a difference. There is such a sense of accomplishment from helping people live independently at home." Our teams work together to provide high quality, client-centred care to those who need it most in their homes, schools, retirement homes and other community settings. Many of our team members manage their own schedules in the community and they say, "The freedom and flexibility can't be beat." Providers form meaningful bonds with the clients and families they serve over time and are supported by a diverse regional team and beneficial home office programs. Team members tell us "I love the inclusive culture. I feel welcome and at home." 

View more comments from our clients and their family members.

Pay Range

Commensurate with experience

Reporting to the Manager, Client Experience and Engagement, the Client and Family Engagement Lead (Lead) will work within the people-centred care (PCC) framework, as well as the Purpose and First Principles of VHA Home HealthCare (VHA). This role is dedicated to strengthening the presence and impact of client and family perspectives by leading inclusive engagement strategies.

The Lead will promote and support the integration of client/patient, family and caregiver perspectives i n initiatives/projects that advance service quality and improve client/patient experience in a manner that is consistent with VHA's Client and Family Engagement Framework. The Lead is responsible for recruiting, onboarding, and supporting client and family partners in a variety of initiatives across the organization, including but not limited to, facilitating Accreditation activities and implementing VHA's Client and Family Declaration of Values. The Lead develops toolkits and resources to support shared decision-making with clients, and communicates the value and impact of client engagement throughout the organization.

The Lead is responsible for operationalizing PCC, by providing education, training and support across departments (e.g., Research, Professional Practice and Education, etc.), as well as implementing the People-Centred Care Best Practice Guideline. To support diversity and inclusion of client and family perspectives in these initiatives, the Lead is responsible for liaising and consulting with external stakeholders. The Lead also champions PCC by providing mentorship to staff and service providers on engagement best practices and co-design principles.

If you believe the best results come from true client partnership, this opportunity is for you

Key Areas of Accountability:

• Develop and implement strategies to recruit diverse client and family partners reflective of the communities served by VHA.
• Collaborate with internal teams and leaders to identify engagement opportunities, define partner roles, and meet needs for client engagement.
• Solicit and receive requests for partners and work collaboratively with VHA leaders/teams to make recommendations for client partner involvement, in alignment with VHA's Client Engagement Framework.
• Co-lead the Client Voice Steering Committee.
• Develop and maintain education materials, toolkits and resources to support meaningful involvement of clients and families in decision-making at multiple levels.
• Participate in external networks and communities of practice to bring new ideas and approaches to VHA.

Key skills, experience and behaviors required for this position:

• Bachelor's degree in health sciences, Social Work, Public Health or related field 
• 3-5 years experience in client/patient engagement, stakeholder relations or community development 
• Strong knowledge of person and family centred care, as well as co-design approaches 
• Demonstrated experience working with diverse communities 
• Excellent listening, interviewing, verbal and written communication skills, with the ability to liaise effectively with clients/patients, families and staff at all levels of the organization 
• Ability to build rapport with others and has a sensitivity to diversity, family systems and socio-economic differences 
• Experience implementing adult learning principles, training clinical and non-clinical staff in a healthcare environment 
• Excellent communication, presentation and facilitation stills 
• Ability to advocate for the needs and preferences of clients/patients and their families 
• Experience with data management and reporting, including excel, PowerBi, Powerpoint, Word, etc.

What makes VHA's compensation unique?

• Benefits and pension plan for permanent eligible employees

• Compensation for education and professional development

• VHA is a leading learning organization so we can provide you with comprehensive orientation and training at the start and throughout your career

• Mentorship and peer support

• Career development opportunities

• Employee and family assistance program

• Wellness resources

• Perks & discounts

• Staff & service provider events

Accommodation and VHA's commitment to DEI

At VHA Home HealthCare (VHA), we passionately strive to uphold our commitments to being an Equal Opportunity Employer. We champion inclusion and diversity in all parts of our organization and are strong believers that a diverse workforce is key to the ongoing and future success of VHA. We aim to review all applicants with fair and unbiased recruitment practices where opportunities are presented based on merits, skills, and experience. VHA is committed to providing reasonable accommodation and our services are accessible and sensitive to the needs of diverse groups. If you require any accommodation, please let us know in advance as we are happy to comply.

How to Apply?

Our online application should take about 5 to 10 minutes to complete.

VHA is accredited with Exemplary Standing by Accreditation Canada; an RNAO Best Practice Spotlight Organization designate; and a founding member agency of United Way Greater Toronto.

Thank you to everyone who applies. We will review applications as they are received. We'll only be contacting those selected for further discussion.

In every role and at every level, we lead with purpose, build bonds that matter, and we're passionate about providing spectacular care.

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