Indigenous Community Support Worker

About Queen's University

Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.

We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women, racialized/visible minorities, Indigenous/Aboriginal peoples, persons with a disability, persons who identify in the LGBTQ+ community and others who reflect the diversity of Canadian society.

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Job Summary

The Department of Family Medicine - Queen’s Family Health Team (QFHT), is a multidisciplinary team of health professionals who provide primary health care services to the Kingston community, who train future primary health care professionals and who conduct research in issues of primary health care delivery. The Queen's Family Health Team is comprised of a number of medical practices and provides a diverse, client-centered work environment for all employees.

The Indigenous Community Support Worker holds the responsibility of seeing each client as a whole person, recognizing their identity, lived experiences, and broader context that shapes their wellbeing. The Indigenous Community Support Worker will develop reciprocal relationships with patients, which are grounded in trust, respect, and genuine connection. The Indigenous Community Support Worker maintains professionalism while practicing deep listening, creating space for the patient's story without interruption or judgement.
The Indigenous Community Support Worker will provide one-to-one navigation (in person, phone, virtual) to coordinate appointments, referrals, and access to service, including cultural and spiritual care. The Indigenous Community Support Worker empowers each person to make informed decisions about their health care journey and the services they wish to use. The Indigenous Community Support Worker will build relationships with Indigenous and non-Indigenous community and healthcare partners.

This project is supported by the Department of Family Medicine’s commitment to the Truth and Reconciliation Commission of Canada Calls to Action that addresses systemic inequities in healthcare.

The Indigenous Community Support Worker is a motivated and compassionate person with a strong interest in supporting Indigenous health within an interdisciplinary primary health care team environment. You draw on both previous work experiences and/or professional knowledge and lived experience to support wellness, healing, and efficient care coordination. You bring a positive, relational, and solution-focused approach to helping others navigate complex primary care health systems.

Job Description

Note:This position is subject to Queen’s University’s Hiring of Indigenous Specific Positions Policy. Preference will be given to qualified Indigenous applicants (First Nations, Métis, Inuit). Candidates are invited to self-identify in their application.

KEY RESPONSIBILITIES:
• Work to improve healthcare access and experiences among Indigenous patients and their families/care partners by providing navigation, support, and advocacy throughout the continuum of primary care at Queen’s Family Health Team.
• Support patients by preparing patients to advocate for themselves in these settings and supporting patients at clinic visits (attending with patient, if requested).
• Enhance communication between patients/families/care partners and staff/physicians/interdisciplinary team members to ensure understanding, respect, and support while accessing primary care (including coordination of interpretation with indigenous language speakers as needed).
• Work with patients by providing support in assessing their individual needs and patient identified goals to assist them in creating a care plan, liaising with the primary care team as needed to support patient-identified goals that respect Indigenous practices and patient preferences.
• Collaborating with clinical teams, community partners, and Indigenous organizations (warm hand off) and advocating on behalf of patients by translating patient goals to physicians/other medical professionals as required.
• Assisting in identifying and accessing internal/external resources (i.e., Non-Insured Health Benefits (NIHB), regional, provincial, and federal programs).

REQUIRED QUALIFICATIONS:
• Preference will be given to those of Indigenous ancestry with demonstrated Indigenous community involvement.
• A diploma or degree in Health, Social Services, or Indigenous Community Development is considered an asset.
• Minimum 2-3 years of experience working in healthcare, social services, or community health supporting Indigenous patients with demonstrated experience in health or social service navigation is required. Peer support experiences accepted and recognized as relevant experience.
• Demonstrated training and/or experience in delivering culturally safe, trauma-informed, and patient-centered care, with the ability to meaningfully integrate Indigenous spiritual, cultural, and community perspectives.
• Knowledge of diverse Indigenous histories, cultures/traditions, governance structures, and community protocols, and familiarity with local Indigenous community, including strengths and challenges.
• Understanding of medical terminology would be considered an asset.
• Satisfactory Criminal Records Check and Vulnerable Sector Screening required.

SPECIAL SKILLS:
• Promotes diversity and inclusion within the workplace.
• Knowledge of case management/system navigation models and principles.
• Ability to build strong, trust-based, collaborative relationships with Indigenous communities (First Nation, Inuit, Métis, and urban Indigenous communities), healthcare partners, and local community support partners (both Indigenous and non-Indigenous).
• Program coordination, reporting, and data tracking, including adherence to privacy and confidentiality procedures, Ownership, Control, Access and Possession (OCAP) principles and use of health information systems.
• Ability to communicate effectively, both written and verbally.
• Good knowledge of MS Office Suites (Outlook, Word, Excel, PowerPoint), as well as ability to use office equipment efficiently (telephone, scanner, photocopier, fax).
• Demonstrate willingness to participate in community consultation, Indigenous cultural safety training, teachings, and ceremonies, as it relates to the delivery of care for patients.
• Effective time management, prioritization, and organizational skills, with the ability to work independently and co-operatively in a busy multidisciplinary environment.
• Ability to accurately complete required documentation (including relevant patient information in the patient’s electronic medical records), reports, and forms.
• Follow Standard Operating Procedures to ensure that patients who self-identify as Indigenous are offered Indigenous Navigator services and that all referrals are responded to in a timely manner. Report on patient volumes and services provided as required by the program.
• Understanding how intergenerational trauma, systemic racism, and discrimination, as well as day to day challenges may be in a person’s “bundle", such as transportation issues, food insecurity or caring for a sick family member.
• Ability to work respectfully with confidential information; maintain professional boundaries; demonstrate awareness of harm reduction principles; and support and comply with provincial and federal privacy regulations.
• Demonstrated commitment to continuous learning and quality improvement.

DECISION MAKING:
• Determine and prioritize program and service needs for Indigenous patients at QFHT, including identifying opportunities to develop community initiatives that leverage strengths and address gaps.
• Provide informed recommendations to improve Indigenous patient experiences through collaborative, inclusive approaches that advance culturally safer care.
• Assess the need for, and advise on, the establishment of formal patient or service agreements with local Indigenous communities and organizations.
• Make decisions when assisting with recommendations for the allocation and operationalization of approved budgets for programs and community development initiatives in partnership with community stakeholders.
• Resolve patient-related issues by evaluating situations, exercising sound judgment, and recommending appropriate, timely solutions using strong interpersonal, communication, and conflict-resolution skills.

Employment Equity and Accessibility Statement

The University invites applications from all qualified individuals. Queen's is strongly committed to employment equity, diversity, and inclusion in the workplace and encourages applications from Black, racialized persons, Indigenous people, women, persons with disabilities, and 2SLGBTQI+ persons. In accordance with Canadian Immigration requirements, priority will be given to those who are legally eligible to work in Canada.

The University provides support in its recruitment processes to all applicants who require accommodation due to a protected ground under the Ontario Human Rights Code, including those with disabilities.