Maple Villa is an independent 93-bed licensed long-term care home located in Burlington, Ontario. Maple Villa is fully accredited by Accreditation Canada and has been providing quality resident and family-focused care since 1971. We continually strive to make a difference, to provide Person and Family-centered care and provide services where safety is a priority.

Our interdisciplinary team are committed about the care for our residents, staff, families and volunteers and are consistently reflecting on practices and areas of improvement to provide exceptional, individualized, culturally competent care to our residents and maintain a strong and dedicated health care team.

We are opening a new Home in January 2027 that will support 256 residents in our community! The new Maple Villa is located on Palladium Way in north Burlington.

Position Summary

Reporting to the Administrator, the Resident Experience Manager fosters a culture change focusing on resident experience. The individual provides leadership and support for quality and change initiatives that are measurable and sustainable. This individual is also responsible for educating and coaching the team on concepts, processes and delivery of related training.

Core Competencies

· Accountability/Dependability

· Adaptability/Flexibility

· Change Management

· Communication

· Continuous Learning

· Cultural Sensitivity

· Customer Service

· Decision Making

· Human Resource Management

· Integrity

· Leadership

· Negotiation

· Planning and Organizing

· Problem Solving

· Resource and Fiscal Management

· Results Orientation/Initiative

· Strategic Thinking

· Teamwork

· Technical Credibility

· Accuracy/Attention to Detail

· Computer Literacy / IT Proficiency

· Risk Management

Qualifications

· Post-Secondary education required - college or university degree or certificate in healthcare or a related field with a strong background in gerontology and/or psycho-gerontology.

- Possesses a high level of emotional intelligence to foster individual, team and organizational success
- Passionate about life, people, person-centred care and advancing the goals of the project
- Strong leadership skills, critical thinking skills and team building skills; understands the need for change and can constructively challenge the status quo
- Exceptional communication skills: listening, oral, presentation and written with all constituents (residents, family, staff)
- Ability to work effectively in a team, independently and under stressful conditions, confident to constructively voice their opinions
- Effective interpersonal and customer service skills, including negotiation and conflict resolution
- Demonstrated ability to be adaptable, build trust, and provide coaching and mentorship, facilitate change and continuous improvement
- Excellent decision-making, problem-recognition and problem-solving skills
- Able to engage and convey knowledge effectively
- Adult training experience is an asset
- Organized multi-tasker: able to coordinate many moving parts at the same time.
- Must be computer literate

Hours of Work · Available 7 days per week

· Flexible hours

Main Duties and Responsibilities

· Function as the primary and designated liaison between the Meaningful Care Matters (MCM) Project Manager, MCM Trainer, the senior leadership team and various constituents related to project implementation

· Liaise with MCM to prioritize milestones, monitor project progress and ensure milestones are reached

· Implement Butterfly concepts, practices, and techniques throughout the project

· Oversee all Project logistics including:



the development of a project plan, work schedules, and assess priorities and operational elements (i.e. staffing, budget and resource requirements)

· Has the understanding and intuition to identify the need for additional resources.

· Provide regular reporting to the Senior Leadership Team and develop a communication plan targeted to both internal and external constituents

· Participate with the Senior Leadership team in developing strategic goals and implementing Home-wide policies, procedures and safety practices

· Assess the organization's readiness and collaborate with the Senior Leadership team to develop change initiatives and communication strategies to address areas of focus

· Evaluate the organization's learning needs to determine the scale, complexity and extent of learning and development needs, identify gaps, and develop plans including resource requirements, budget needs and performance metrics

· Identify the impact of culture on change initiatives, design approaches and plans with awareness of these impacts, and identify aspects of culture requiring change to achieve project outcomes

· Collaborate with the ADOC -Quality to assess risks and potential impacts associated with change initiatives and recommend and implement actions to minimize adverse effects.

· Engage senior leaders to facilitate alignment and ensure suitable sponsorship of initiatives to accomplish successful and sustainable outcomes.

· Develop, maintain, implement, and communicate change management framework, language, policies, procedures, tools and resources to support the development of change management practices.

· Work with interdisciplinary team members and frontline staff to identify enhancements to two (2) organizational platforms, procedures, and practices utilized in the home to support the Butterfly approaches and behaviors

· Provide input into the organizational Risk and operational Framework from a change management and resident experience perspective. ethical care, fostering professional growth.

· Participate and coordinate compliance for accreditation and other regulatory standards as set out by the Ministry of Long-Term Care

· Act as the lead trainer and provide education utilizing MCM training techniques related to Butterfly approaches and role model the desired behaviors

· Provide intervention and offer on-the-spot and supportive coaching at times when staff behaviors do not align with butterfly approaches

· Coordinate all required training associated with the implementation and identify and manage anticipated resistance

· Work with the Senior Leadership Team and Operational Leadership Team to involve people living in the home, families and friends as active participants in the project

· Promote staff engagement and encourage the leadership team to participate in regular staff huddles across various resident home areas and shifts to engage staff in the progress of the project.

· Communicate progress at town halls, resident council meetings, committee meetings, etc. to ensure ongoing constituent engagement





· Engage with external constituents and applicable licensing and regulatory bodies to keep them informed of the projects progress and to ensure statutory compliance while not compromising the intended outcomes of the Butterfly Project

· Champion diversity, equity and inclusion initiatives that create a psychologically safe environment for residents, staff and others

· Participates in the manager on call and weekend on call rotations.

The duties and responsibilities outlined above are representative but not all-inclusive.

Special Demands

Behavioural:

· Participates as a team player and cooperates with other departments; understands role in culture change across the whole organization

· Must possess patience and tact dealing with resident’s needs, families and dealing with multiple demands at one time.

· Must be organized and able to set priorities

· Must have a genuine interest in the care of the elderly and vulnerable adults

Ethical:

· Practices in a professional manner

· Commits to fostering an inclusive and welcoming environment

· Values diversity and respects the rights of individuals regardless of background, identity or experience

· Demonstrates honesty and integrity in all work dealings

· Maintains confidentiality

Working Conditions

Physical Effort:

Constant standing and walking

Meeting resident needs throughout the Home

Pushing, turning, stooping, bending, reaching and lifting

Assisting residents with their care

Working with equipment

Putting supplies and government stock away

Finger/hand dexterity

Using equipment and aides

Sensory:

Visual and hearing acuity

Detecting changes in residents’ conditions

Smell

Detecting odours in environment

Reading

Reports, memos, charting, minutes, manuals

Listening

Verbal reports, instructions

Resident communication, conferring with staff

Writing/Concentration

Policies/procedures, Statistics/findings, Reports, charting, letters, constant interruptions

Mental Stress:

Peacekeeping role

With residents, families and interdisciplinary team members

Unpredictability of events

Crisis intervention

Expectations

Meeting daily workload within allotted time

Public relations

Community students, residents and families

Occupational Risks:

Exposure to chemicals, infections The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Posting & Recruitment Disclosure

This is a new position within Maple Villa Long-Term Care Centre.

Maple Villa LTCC may use artificial intelligence (AI) tools to support certain aspects of the recruitment process. AI does not make hiring decisions on behalf of Maple Villa. All hiring decisions are reviewed and made by members of our team.

Maple Villa Long Term Care Center is an equal opportunity employer and accommodations are available upon request for applicants with disabilities throughout the recruitment process. Should you require an accommodation, please let us know.

Pay: $52,560.00-$56,892.63 per year

Benefits

- Dental care
- Disability insurance
- Extended health care
- On-site gym
- On-site parking
- Paid time off
- RRSP match

Application question(s):
- Are you comfortable working out of our current home in South Burlington and our recent home in North Burlington until the new home in complete?
- Do you have a post-secondary education in healthcare or a related field with a solid background in gerontology and/or psycho-gerontology?
- Do you have experience working with the Butterfly approaches and behaviours?

Experience:
- Long term care: 1 year (preferred)

Work Location: In person

📌 Resident Experience Manager (Burlington)
🏢 Maple Villa Long Term Care
📍 Burlington