Manager, resident and family experience

Job Description

Reporting to the Senior Manager, Risk Management, the Resident and Family Experience Manager is responsible for fostering a culture of resident engagement, satisfaction, and excellence in complaints management. This role focuses on enhancing the overall Resident and family experience through structured engagement initiatives, effective complaint management, and strategic consultation with regional leadership teams to address concerns and mitigate risks.

This position will be based at Ontario. Extendicare offers a hybrid working environment.

Key responsibilities

• Lead the design, execution, analysis, and reporting of the annual Resident and Family Experience Survey.


• Translate survey findings into actionable insights and improvement strategies to enhance resident and family experience.


• Lead the Resident and Family Engagement Program and oversee the REACH Committee to strengthen stakeholder engagement.


• Develop and implement a standardized corporate complaint management program to improve complaint resolution and service quality.


• Provide expert consultation and support to home leaders in managing resident and family concerns, conflict resolution, and complaint processes.


• Ensure compliance with provincial legislation, accreditation standards, and organizational best practices related to resident and family experience.


• Monitor, document, and report corporate complaint trends, escalations, Critical Incidents (CIs), and Issue Alerts.


• Identify recurring concerns and lead quality improvement initiatives to enhance resident and family satisfaction.


• Serve as the co-lead and subject matter expert for the National Ethics Service Team (NEST).


• Support accreditation activities, including mock surveys, education, and quality improvement working groups.


• Lead and coordinate quality improvement and change management initiatives that advance interprofessional care and organizational performance.

What we’re looking for:

• Registered healthcare professional (RN or Social Worker preferred).




• Minimum of 5 years of experience with resident/patient, family engagement, or client relations within healthcare.




• Strong communication, facilitation, problem-solving, and conflict resolution skills.




• Proficient in Microsoft Office, Power BI, and survey platforms.




• Skilled in managing sensitive issues with empathy, professionalism, and discretion.




• Proven ability to analyze data, develop reports, and present actionable recommendations.




• Knowledge of long-term care legislation, healthcare regulations, accreditation, and ethical standards.




• Demonstrated ability to identify and implement opportunities to improve resident and family experience.




• Ability to travel to long-term care homes as required.

What Extendicare has to offer:

• Continuous mentorship, support for life-long learning and growth opportunities




• Opportunities for advancement and career growth within the organization




• A rewarding and meaningful work experience where you can enrich your life and the lives of others through your work




• Employee Family Assistance Program




• Mentor and provide financial support for CPA program and professional dues




• A robust benefits package including RRSP matching

Extendicare is a leading provider of care and services for seniors across Canada, operating under the Extendicare, ParaMed, Extendicare Assist, and SGP Purchasing Network brands. We are committed to delivering quality care to meet the needs of a growing seniors’ population, inspired by our mission to provide people with the care they need, wherever they call home. We operate a broad network of long-term care homes (both owned and under management contracts), deliver over 24 million hours of home health care services annually, and provide group purchasing services to third parties representing approximately 157,000 beds across Canada. Extendicare proudly employs more than 30,000 qualified, highly trained and dedicated team members who are passionate about providing high-quality care and services to help people live better.

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Time Type Full time

Compensation Details

Compensation will be discussed during the recruiting process.

At Extendicare, we’ve spent more than 50 years dedicated to enhancing the quality of life for residents in our long-term care homes across Canada. When you join Extendicare, you become part of a compassionate, mission-driven team committed to creating a safe, supportive, and enriching environment for every resident we serve.

We provide competitive compensation that reflects the value of this role and the unique qualifications each candidate brings. Final salary offers are based on a variety of factors such as your skills, experience, education, and alignment with the responsibilities of this position.

Base salary is one component of our broader total rewards package. We offer a comprehensive suite of benefits designed to support your health, financial well-being, and long-term career growth. Your recruiter can provide more details about our total rewards offerings during the hiring process.

We may use artificial intelligence (AI) tools to support certain stages of the recruitment process, such as reviewing applications, analyzing resumes, or assessing candidate responses. These tools assist our recruitment team but do not replace human judgment - every application is reviewed by a member of our team to ensure thoughtful and equitable consideration. If you would like more information about how your data is processed, please contact us.

Extendicare is an equal opportunity employer committed to respectful and inclusive hiring practices. We welcome all applicants, including those from equity-deserving groups, including Indigenous peoples, women, people with disabilities, and visible minorities.

Extendicare is committed to fostering an accessible, inclusive, and equitable hiring process. We will gladly accommodate the needs of applicants throughout all stages of the recruitment process upon request and in accordance with applicable legislation. If you require support during any stage of the process, email us at careers@extendicare.com.

We acknowledge that the care we provide across Canada occurs on lands that have been cared for by many Indigenous peoples for generations. We recognize First Nations, Inuit, and Métis Peoples and their enduring connection to this land, and the importance of respect and cultural safety in the work we do.

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