Resident Services Coordinator

The Salvation Army; Niagara Falls; On-site; CAD 52,000 - 66,000; Full time

Job summary

The Salvation Army is seeking a Resident Services Coordinator in Niagara Falls. This position involves overseeing resident admissions, providing support and advocacy for residents and families, and ensuring quality care in accordance with the organization's values. Candidates should possess a relevant degree and have experience in long-term care. The role requires excellent communication and organizational skills, with a commitment to serving diverse communities with dignity and respect.

Qualifications

• Minimum of two years' experience in long-term care or a related field.
• Strong sense of integrity and confidentiality with professional ethics.
• Ability to communicate effectively both verbally and in writing.

Responsibilities

• Coordinates resident services and admission processes.
• Acts as an advocate for residents and their families.
• Participates in quality management and regulatory compliance.
• Networks with community businesses to raise awareness of the facility.

Skills

Data entry skills

Communication

Customer service

Attention to detail

Problem solving

Organization

Education

Post-secondary degree/diploma in Gerontology, social services, healthcare or related discipline

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Microsoft Teams

Job description

Who We Are

For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here.

Mission Statement

The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.

Job Description:

Position Purpose summary:

Reporting to the Executive Director , the Resident Services Coordinator (RSC) is responsible and accountable for providing a smooth transition for resident admission and continued placement. P rovides support to residents and families before, during and following the Admission Process acting as a resident advocate . The RSC takes an active role in scheduling and facilitating the resident care conferences, provides emergency consultation to care staff, families, and residents, and responds to psychosocial and counseling referrals. In addition to this the RSC is responsible for the facility complaints process, annual satisfaction survey and acts as the liaison between the facility and its Family Council and community.

The RSC is required to perform their duties in a manner consistent with the Salvation Arm y’s core values, ensure resident safety, and demonstrate customer service excellence while responsible for planning, implementation and evaluation of programs and services provided to the residents.

Accountabilities:

Resident Admission Process

• Ensures that residents and/or families are provided with all pertinent information, including a detailed tour of the facility

• Liaison with the Home & Community Care Support Services (HCCSS)

• Reviews resident applications for admission and consults with nursing department as needed

• Meets with incoming resident family member/Substitute Decision Maker (SDM) / Power of Attorney (POA) to review the a dmission process and acts as liaison for the resident & family with various facility departments, guiding them through the transition

Resident Advocate & Family Support

• Schedules initial and annual resident care conferences with the physicians, resident/family SDM and staff

• Facilitates the care conference meeting to ensure all resident/SDM questions and concerns addressed

• Checks in periodically with new residents and SDMs to support transition to LTC

• Manages the facility complaint process and facilitates the follow up and resolution per the facility policy and MLTC regulations

• Provides guidance to Families/Residents regarding powers of attorney/SDM & resident capacity issues

• Assists business office with follow up on resident financial capacity issues and PGT involvement

• Facilitates the facility resident & family satisfaction survey process

Community Engagement

• Networks with community businesses and organizations, providing information and raising awareness of facility & LTC sector

• Facilitates contacts between facility residents and support organizations within the community

• Attends speaking engagements to raise awareness of facility & LTC sector

Quality Management:

• Participates in all aspects of the Quality and Risk management program .

• Ensures the collection of financial indicators within timeline on a monthly basis as assigned

• Maintains personal accountability for timely and accurate completion of month end and year end

Regulatory Compliance:

• Fosters good working relationships with relevant persons within key regulatory entities

• Knows and interprets MLTC legislation, regulation, and process

• Understands all components of related legislation for staff, residents, and families

CRITICAL RELATIONSHIP MANAGEMENT

Governance Boards and Councils: Family Councils

Internal:

• Executive Director

• Employees

External:

• Families

• Power of Attorney /SDM

• Home & Community Care Support Services ( HCCSS )

• Hospital discharge planners

• Family Councils

MANAGERIAL/Technical Leadership RESPONSIBILITY :

• Reports directly to the Executive Director

• Direct reports for this position: None

WORKING CONDITIONS:

• This role works within an office environment

The above responsibilities must be performed in keeping with The Salvation Army’s Mission, Vision and Values, in a professional manner, upholding our code of conduct.

education and experience Qualifications :

Education, Qualifications and Certifications:

• Post-secondary degree/d iploma from a recognized university or college in Gerontology, social services, healthcare or related discipline

Experience and Skilled Knowledge Requirements

• A minimum two (2) years’ experience in long term care or a related field or an equivalent combination of education, training, and experience

Skills and Capabilities (examples provided below) :

• Strong Data entry skills

• Proficient in work, excel , spreadsheets and Po wer P oint, outlook and MS Teams

• Attention to detail, problem solving and analytical skills.

• Ability to communicate effectively both verbally and in writing

• Excellent customer service skills

• Ability to deal with others effectively, including responding to residents, families, and staff inquiries and concerns with tact and understanding and recognizing the need to maintain confidentiality

• Ability to organize work and to maintain work schedules and meet deadlines under pressure and interruptions

• Ability to operate related equipment

• Physical ability to carry out the duties and cope effectively with job stress.

• Strong sense of integrity and confidentiality with professional ethics and a balanced sense of fairness and flexibility

Compensation:

The target hiring range for this position is $52,228.81 to $65,286.01 with a maximum of $78,343.21.

Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

The Salvation Army will provide reasonable accommodation upon request. Please email [e-mail] if you have a need for any accommodation and we will be pleased to discuss this with you.