Position Summary:
The Manager, Family and Community Engagement is responsible for building and nurturing relationships between ErinoakKids and its community, creating a welcoming, inclusive, and supportive environment for our client families, and amplifying our mission in our community through proactive, regular outreach to partners and stakeholders.

Reporting to the Vice President, Communications and Development, the Manager will expand family and community engagement programs and oversee the daily operations of key client family-facing spaces at three sites, including the on-site café, Family Resource Centre, and reception services.

This role oversees a multi-disciplinary team responsible for the non-clinical client family experience at ErinoakKids and fosters meaningful involvement and engagement with the local community. The Manager will collaborate with the leadership team, Clinical Operations Managers, program leads and corporate teams such as Communications, Development, Facilities, Decision Support and Digital Health to ensure that our client families, partners and stakeholders feel welcome, informed, supported and heard in every encounter with ErinoakKids.   

Key Responsibilities:

• Manage family and community engagement at ErinoakKids, in alignment with our strategic priorities.
• Deliver a high quality, consistent approach to the experience of ErinoakKids both within our sites and in the community, responding to feedback, growing connections, and reporting on progress. 
• Develop and lead the implementation of family engagement strategies that strengthen relationships, enhance satisfaction, and support meaningful participation in supporting children and youth to reach their full potential.
• Develop and maintain collaborative working relationships and network with other organizations and community groups to identify opportunities to work together.
• Monitor family experience and community engagement metrics and lead continuous improvement initiatives.
• Identify, establish and maintain key community partnerships for ErinoakKids.
• Provide strategic and operational leadership for reception, the family resource centres and ErinoakKids cafes, across three sites.
• Establish service standards for all three outlets, at all three sites, aligned with the strategic priorities of ErinoakKids, guided by our values of inclusion, integrity, excellence and collaboration.
• Oversee Erin’s, including through launch/opening. Plan, evaluate and monitor staffing and operations to make recommendations for long-term sustainability.
• Establish and maintain service standards, protocols, and training for reception and Family Resource Centre staff.
• Ensure consistency across sites in the quality of resources and support available to visitors.
• Integrate the Family Experience team into ErinoakKids, aligned to the Strategic Priorities of the organization.
• Communicate objectives, monitor and evaluate progress, report on issues, highlight successes.
• Other duties as assigned.

Qualifications:

• Must have Bachelor’s degree or equivalent in communications, customer service, family or community engagement, health, business management or related field.
• Master’s degree preferred. 
• Extensive experience in the child and family, community or health care sector. 
• Proven track record of success in a family/community engagement and/or customer service leadership role, with a minimum of 10 years’ experience managing and leading people.
• Experience with planning and budgeting staff coverage for customer/client facing roles.
• Well-developed analytical, planning and problem-solving skills.
• Superior communication (oral and written) and presentation skills.
• Strong interpersonal skills and exceptional customer service skills.
• Bilingualism in English and any secondary language is an asset.
• Experience in the food and beverage sector (in addition to the sectors named above) would be an asset.
• Valid driver’s license and access to vehicle is required, must be able to travel to multiple ErinoakKids sites.

Application Deadline: April 6th, 2026

Attn: Internal Staff 
Staff actively working in these roles may be prioritized based on your circumstances: 

• Expression of Interest (EOI): Employees currently in this position who wish to be considered for a transfer (including a change in stream, site, or employment status) should select “Paste Resume” and clearly outline your requested change in the text box provided. 

• Position Change: Employees applying for change in position or a promotion, please submit a cover letter and resume. 
   

We’re committed to creating an accessible and inclusive candidate experience. If you need an accommodation at any point in the hiring process, please reach out to our People & Culture team when someone contacts you and we’ll be happy to support you. 
 
Join us on our mission to make a difference and impact on the lives of children and youth with disabilities. Apply today to join the ErinoakKids team! 
 
    
@Erinoakkids  
The successful candidate will be required to complete a vulnerable sector search. 
Please note that all prospective ErinoakKids employees are subject to mandatory immunization requirements, as a condition of obtaining and maintaining employment. 

Disclosure: Please note ErinoakKids uses artificial intelligence (AI) tools, including Talent Fit integrated with JazzHR, to assist in the initial screening and assessment of job applications. This tool helps us efficiently identify candidates whose qualifications align with the requirements of the role. Applications are reviewed by our recruitment team to ensure a fair and equitable hiring process.