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Coordinator, Family Engagement - Holland Bloorview Kids Rehabiliation Hospital

Aug 10, 2020
East York, Ontario

Holland Bloorview Kids Rehabilitation Hospital is committed to client and family-centred care (CFCC) and partnership at all levels of hospital decision-making. As a health care community, we strive to embed these core principles into everything we do. At the heart of this work is our system leading Family Leadership Program (FLP), through which children, youth and families partner fully with the hospital and the Bloorview Research Institute to co-design governance and policy frameworks, programs and services, and research & innovation projects.

Since its launch in 2011, the FLP has grown and evolved beyond its initial framework, and is now presented with opportunities to enhance its reach and impact on the client and family experience. To advance this work, the newly created Coordinator, Family Engagement, will support our award winning FLP through coordination, administration, and support of key committees, initiatives, and projects.

Working closely with the Manager, Client and Family-Centered Care & Partnerships and Family Partnerships Specialist, this individual will provide complex project and program support services on family engagement and partnerships initiatives, while working within the client and family-centred care framework and the Mission, Vision & Values of Holland Bloorview Kids Rehabilitation Hospital. They will assume a collaborative role on the Client and Family Integrated Care team partnering closely with the hospital’s clinical and non-clinical programs, and the Bloorview Research Institute.


Support and Coordinate Family Engagement

  • Support the efficient and effective operation of the Family Leadership Program (FLP)
  • Plans and coordinates internal committees and initiatives/projects on behalf of the Family Leadership Program including the Research Family Engagement Committee, Virtual Advisory, and Family Feedback Days (e.g. scheduling, creating slide decks, coordinating presenters, setting up virtual meetings, volunteer correspondence, implementing evaluation, etc.).
  • Support the matching and placing of Family Leaders to meaningful research projects that align with their lived experience and areas of interest
  • Responsible for updating internal and external communications related to the FLP
  • Develops, establishes, and maintains readily accessible electronic and manual filing systems for the program
  • Builds relationships and works collaboratively with programs, services and research initiatives across the hospital to ensure alignment.
  • Appreciates and responds to the unique support needs of clients and families, hospital staff, students, trainees and volunteers
  • Listens for and responds to staff and family education needs as it relates to CFCC and engagement.
  • Supports the development and implementation of staff and family education modules for client and family-centred service delivery and authentic partnerships with Manager.

Volunteer Program Coordination

  • Act as key point of contact in disseminating information about the recruitment, screening, and orienting process of volunteer Family Leaders
  • Coordinates recruitment of volunteers and screening process (e.g. advertising, processing applications, preparing screening criteria)
  • Implements strategic actions to recruit for diversity among volunteer Family Leaders
  • Maintain the volunteer database on a regular basis, ensuring information is up-to-date
  • Designs and distributes weekly newsletter to Family Leaders
  • Supports the coordination of recognition events and initiatives for Family Leaders
  • Assists with the preparation of manuals, handbooks, and operational documents for training and orienting volunteers
  • Fosters positive and supportive relationships between staff and Family Leaders
  • Provides support to ensure appropriate placement and responsibility of volunteers in areas of assignment

Evaluation & Administration

  • Supports the evaluation and continuous improvement of Family Leader recruitment, on boarding and matching.
  • Supports the implementation of the new Family Engagement in Research framework
  • Works in partnership with Volunteer Resources to manage volunteer data related to the FLP, ensuring alignment in policies and processes.
  • Assists in the development of departmental goals and objectives, policies, and procedures that support the mission and strategic goals of the Family Leadership Program and the Client and Family Integrated Care program.



  • Post-secondary degree/diploma in related field e.g. health, education, volunteer management
  • Training and/or relevant professional experience in client and family-centred care, patient/family engagement, family education, volunteer services, and/or client relations.


  • A minimum of two years project and/or program coordination experience
  • Experience coordinating committees is essential
  • Lived experience in paediatric disability and/or rehabilitation is an asset.
  • Familiarity with the research environment and approaches to research design, processes, implementation and evaluation are preferred
  • Experience with administering volunteer/person management systems

Skills Required

  • Communication Skills: Strong demonstrated ability to communicate effectively and professionally with volunteers, staff, clients, families and general public, both verbal and written
  • Project management skills: Strong demonstrated ability to plan, execute, report, monitor, evaluate, and improve on an initiative
  • Technical Skills: Computer proficiency in Microsoft Office (Word, Powerpoint, Excel), Adobe Acrobat, database management, basic website editing, and videoconferencing programs (e.g. Zoom)
  • Organizational Skills: Ability to set priorities and manage a busy and varied high volume, fast-paced workload while meeting required deadlines, while communicating support needs
  • Interpersonal Skills: Easily builds rapport with others and has a sensitivity to cultural diversity, family systems and socio-economic differences
  • Workplace Professionalism: Demonstrated tact and diplomacy skills required to effectively represent the Family Leadership Program to all staff, volunteers, clients, families and the community
  • Teamwork Skills: Able to work collaboratively within a team setting valuing the unique expertise and respecting the differences of all stakeholders

Additional Skills

  • Ability to exercise excellent judgement when handling confidential volunteer information
  • Flexibility in occasional working hours (including evenings and weekends) to meet operational requirements
  • Exceptional attendance and punctuality skills
  • Comfort with facilitating group discussions, where needed
  • Demonstrates the ability to be open, flexible and embodies an innovative, evaluative and solution focused approach
  • Takes initiative and works well independently with minimal supervision

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