Indigenous Health Navigator

Company: The Hospital for Sick Children

As a member of the Patient & Family Relations department, the Indigenous Health Navigator & Patient and Family Relations 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 Indigenous patients and families seeking care. The Indigenous Health Navigator 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 and anti-oppression pedagogy. This knowledge and experience will be instrumental in providing insight and direct in-hospital assistance and support to ensure all patients and families receive culturally safe care. The Indigenous Health Navigator 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. They will demonstrate critical thinking skills, capacity to problem solve using effective interview, facilitation, and negotiation skills, excellent interpersonal skills showing empathy in all situations, be just and fair in decision-making, and have the capacity to assess each concern without biases, prejudice, or assumptions. In this role, the Indigenous Health Navigator 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.  

Here's What You'll Get to Do

• Provide direct support services to families and clinical teams including:
• Providing support to Indigenous families during clinical encounters in the in-patient and out-patient 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, including SickKids' Elder-in-Residence.  
• Providing culturally sensitive guidance to clinicians during clinical encounters
• Providing information and assisting with applying for  Non-Insured Health Benefits (NIHB) program for First Nations and Inuit Peoples as well as other services including those available through Jordan's Principle
• 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, including the Indigenous Health Program Manager, to inform the work of the Indigenous Health Program

Other Responsibilities:

• Participate in quarterly Indigenous Health Program Advisory meetings
• Coordinate Elder-in-Residence visits with patients and families and connect with the Elder on a regular basis  
• Care for sacred medicines (including harvesting or sourcing from external organizations) and provide Indigenous patients and families with medicine bundles  
• Keep inventory of sacred items and have knowledge of how to care for items  
• Provide education and knowledge sharing with staff about role, resources available for Indigenous patients and families, and considerations in caring for Indigenous families
• Successful candidate may potentially be on-call after-hours for urgent support  
• Document interactions with patients/families using Epic  
• Collaborate with clinical care team and Social Work department to provide wraparound care for families
• 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
• Participate in weekly Patient and Family Relations Case Conferences
• 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  

Here's What You'll Need

• This position requires lived experience and praxis. The incumbent must be First Nations, Inuit or Métis. Strong knowledge of the history of Indigenous Peoples (First Nations, Inuit and Métis) and the impact of intergenerational trauma
• Familiarity with First Nations, Inuit and Métis 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
• Demonstrated commitment and actions in advancing equity, diversity, and inclusion objectives

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.

Here's What You'll Love 

• This position is eligible for employee benefits coverage. The full benefits package will be discussed at the time of offer.
• A focus on employee wellness with our new Staff Health and Well-being Strategy. Self-care helps us support others.  
• A hospital that welcomes and focuses on Equity, Diversity, and Inclusion.  
• The opportunity to make an impact. Regardless of your role or professional interest, you will be making a difference at SickKids and contributing to our vision of Healthier Children. A Better World.  
• For more on why you'll love working at SickKids, visit our careers site.  

Employment Type:

• Temporary full-time, 12-month contract
• 35 hours per week