Job Summary:

In accordance with the Mission, Vision and Values, and strategic directions of Provincial Health Services Authority patient safety is a priority and a responsibility shared by everyone at PHSA, and as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.
  
Under the general supervision of the Program Manager, the Family Support Coordinator works within a team-based care environment and is responsible for providing support services by facilitating individualized, child and family centered integrated care with a focus on supporting children with health complexities, as well as their families to navigate their longitudinal journey using a strength-based, trauma-informed, culturally safe, and anti-racist approach. The Family Support Coordinator collaborates across services at the Centre, as well as with community-based programs, services, providers across sectors in a manner that is consistent with established policies, standards and philosophies of British Columbia’s Children’s Hospital.

The Family Support Coordinator provides support services to patients by coordinating and scheduling appointments, tests, procedures, travel, assisting in referrals for resources and services, and connecting patients to appropriate supports off-site. The Family Support Coordinator will also assist patients to navigate through various systems (health agencies, social assistance) and create linkages to other community resources. The Family Support Coordinator will perform a variety of general clerical duties, attend meetings and participate in patient care planning and coordination, as a member of the multidisciplinary team.

 

The BC Children’s Hospital Complex Care Program supports children and youth with medical complexity and their families through a coordinated, family-centred approach to care. As part of our innovative navigator triad model, the Family Support Coordinator works alongside Nurse and Social Work Navigators to provide comprehensive care coordination and support tailored to each family’s needs. The Family Support Coordinator plays a critical role in reducing barriers to care by coordinating medical appointments, supporting travel planning, assisting with forms and applications, and helping families access community resources and services. Acting as a key point of contact for patients, families, and care team members, this role helps ensure that care is organized, accessible, and responsive across multiple systems and providers. The Family Support Coordinator is skilled at bringing together complex pieces of care, identifying practical solutions, and supporting families as they navigate healthcare and community services. Based on the principles of collaboration, partnership, and service excellence, the Family Support Coordinator contributes directly to improving care coordination and outcomes for patients and families.

Duties/Accountabilities:

1. Interviews patients and obtains additional information as required from a variety of sources such as family and nursing staff, supports system navigation, refers patients and/or family to appropriate staff and/or other appropriate community resources, coordinates support as required to help families achieve their care coordination goals and needs.
2. Provides support services in the admission and discharge of patients such as providing orientation to the facility/program and its services. Provides wayfinding, signposting, linkages and referrals to alternate facilities/programs and other community resources, arranging in-home assistance.
3. Creates and maintains linkages and relationships with families and community agencies. Supports and advocates for patients when identifying and accessing support services, such as access to a local food bank, Variety funding, researching community centre programs.
4. Provides practical services across sectors to patients such appointment coordination, transportation, escort or accommodation arrangement. Supports caregivers with the navigation of forms, paperwork, applications to enable access to necessary services and supports. Works collaboratively within the interprofessional care coordination team to support and assist patients to identify when additional needs are required from a health professional.
5. Acts as a liaison to the BC Children’s Hospital Health Complexity team and responds efficiently to general inquiries from children, caregivers, and care providers at BC Children’s Hospital and in the community, redirect inquiries to other team members when appropriate.
6. Completes and maintains related records and reports such as checklists, applications, and statistics. Documents services provided to children and caregivers in the health record, or electronic care coordination tools.
7. Participates in quality improvement and evaluation of the Health Complexity portfolio by identifying opportunities for improvement, providing feedback and recommendations.
8. Performs a variety of general clerical duties, arranges meetings as directed, attends meetings, participates in patient care planning and coordination as assigned. Records and distributes notes or minutes of meetings. Makes travel and other arrangements.
9. Performs other duties as assigned.
   
   

Qualifications:

Education, Training and Experience

• Graduation from a recognized Social Services Worker certificate program or an equivalent combination of education, training and experience.
  
  

Skills and Abilities

• Ability to communicate effectively both verbally and in writing.
• Ability to deal with others effectively.
• Physical ability to carry out the duties of the position.
• Ability to organize work.
• Ability to operate related equipment.