Full-Time Indigenous Health Navigator & Patient & Family Experience Specialist
Job Description
As a member of the Office of Patient and Family Experience, the Indigenous Health Navigator & Patient and Family Experience (PFE) Specialist has an incredible opportunity to partner with First Nations, Inuit, and Metis patients, families, their healthcare providers, and other internal and external community members to support a culturally safe environment for our Indigenous patients and families seeking care. This PFES will possess the intrinsic understanding of how their individual practice stems from their positionality and formal education; this practice will be grounded in decolonial intersectional anti-racism, anti-oppression pedagogy. This knowledge and experience will be instrumental at providing insight and direct in-hospital assistance and support to ensure all patients and families receive culturally safe care. The PFE Specialist will demonstrate the emotional intelligence to facilitate effective handling and resolution of complaints, concerns, and compliments within a philosophy of child and family-centred care. The PFE Specialist will demonstrate critical thinking skills, capacity to problem solve using effective interview, facilitation, and negotiation skills, be just and fair in decision-making, excellent interpersonal skills showing empathy in all situations, and have the capacity to assess each concern without biases, prejudice, or assumptions. In this role, the PFE Specialist will balance the need to respond to patient and family concerns in a fair and equitable manner while keeping with the ethical values and needs of the organization in a supportive environment provided by the Patient and Family Experience team.
Keys Areas of Responsibility:
Provide direct support services to families and clinical teams including:
- Providing support to Indigenous families during clinical encounters in the inpatient and outpatient areas
- Helping families access services at SickKids and within the greater external community
- Facilitating and supporting traditional Indigenous healing ceremonies
- Connecting families to Elders and healers for spiritual and emotional support
- Providing culturally sensitive guidance to clinicians during clinical encounters
- Providing information about the Non-Insured Health Benefits (NIHB) program for First Nations and Inuit Peoples as well as other services including those available through Jordan’s principal
- Connecting families to local community resources, such as sweat lodges and sacred spaces
- Facilitating access to emergency clothing, toiletries, and other needs
Provide Indigenous patients and families assistance to report concerns about care/service and facilitate resolution.
- Inform Indigenous patients/families of internal mechanisms for reporting concerns about care and service.
- Liaise with patients, family members, significant others, and relevant hospital personnel to facilitate effective management and resolution of complaints, concerns, and compliments
- Manage concerns using appropriate communication skills, crisis management skills, and excellent de-escalation techniques to defuse confrontational situations.
- Develop and implement an action plan that will facilitate handling of complaints from start to finish
- Liaise with appropriate individuals to inform the work on the Indigenous Health Strategy
Other Responsibilities:
- Perform administrative duties to ensure the efficient and effective operation of the department
- Attend and actively participate in department meetings
- Manage the complaints and compliments data base to facilitate documentation, retrieval of information, creation of reports and analysis of data identifying gaps, trends, and opportunities
- Ensure Senior Manager of the Office of Patient and Family Experience is kept abreast of all cases by providing regular updates
- Perform other duties as assigned or requested, such as proactively enhancing the patient experience through rounding, participating in hospital committees, presenting findings and information about Office of Patient and Family Experience to other hospital programs, engaging in other Centre or hospital initiatives and projects, and supporting the Family Centre
Skills or Experience Required:
- Lived experience (must be Indigenous)
- Strong knowledge of the history of Indigenous Peoples (First Nations, Inuit and Metis) and the impact of intergenerational trauma
- Familiarity with First Nations, Inuit and Metis communities and organizations
- Three years of navigation, case management, or other similar experience in healthcare or the social services sectors
- Familiarity with system navigation models and principles
- Knowledge of Indigenous organizations and community resources
- Knowledge and experience with traditional ceremonies and healing practices. Ability to perform some culturally relevant ceremonies would be an asset.
- Excellent communication skills (both written and oral)
- Superior interpersonal, collaboration, facilitation, and negotiation skills
- Strong problem-solving abilities
- Demonstrated ability to work effectively in a multi-disciplinary team environment
- Willingness to participate in ongoing cultural learning and traditional teachings
Education:
A health professional or an allied health professional with an undergraduate degree (e.g. Bachelor in Nursing, Bachelor in Social Work). Master’s degree an asset. Registration with a regulatory body preferred.
NOTE: We also take potential into consideration. If you don’t have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter.
Employment Type: Full-Time, Permanent
How to Apply
To apply, please visit The Hospital for Sick Children's (SickKids) website: https://career.sickkids.ca:8001/psc/CRPRD/CAREER/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&Action=U&FOCUS=Applicant&SiteId=1&JobOpeningId=18600&PostingSeq=1187 total views, 0 today