TTC COMMUNITY RELATIONS ADVOCATE

SIHB Core Competencies

Core Competencies are foundational commitments and skills that all SIHB staff are expected to develop.  These competencies define common measures for performance that are applied to every role in the organization.

• Commitment to Indigenous and Organizational Values:  Everything we do at SIHB is centered on Traditional Indian Medicine.  It is our responsibility to maintain cultural integrity in all that we do.
• Accountability:  All employees of SIHB effectively manage their own work and the work of their teams.  We take ownership of our actions and decisions.  We all strive to deliver the highest quality work and care, while respecting our teammates and relatives.
• Collaboration:  SIHB is a team-oriented organization. As team members, we share the responsibility of working toward a common purpose. We collaborate with our colleagues across the organization to deliver the highest quality of care and results in alignment with our mission, vision, values and Theory of Change.
• Communication:  We practice effective and clear communication with staff, relatives, teams and community.  We demonstrate empathy among each other and with those we serve, and transparency in our decision making.
• Customer Service Orientation:  All employees of SIHB recognize the needs of the diverse community we serve. We put the needs of our relatives first by delivering the highest quality, professional, responsive, and innovative care. Our relatives come first and deserve the best.

Position Summary: The Community Relations Advocate serves as the first point of contact for clients, relatives (patients), families, and visitors at Thunderbird Treatment Center. This role is essential in creating a welcoming, safe, and professional environment while supporting clinical and administrative operations. The Community Relations Advocate demonstrates compassion, discretion, and the ability to manage a fast-paced, multidisciplinary setting while maintaining strict confidentiality.

Organizational Structure/Reporting Relationships: This position reports to the Residential Operations Director and has no direct reports.

Organizational Responsibilities

• Hold Indigenous values and practices with respect and integrity
• Hold yourself accountable to the highest standard by being resourceful, innovative, creative and solutions-oriented
• Actively participate in organizational activities with the understanding that success is achieved through teamwork.
• Recognize that communication is central to the organization’s success and actively champion your words and actions to maintain respect for others, encourage constructive feedback, be open to share laughter and acknowledge differences in skills and opinions, all while keeping others’ best intentions in mind.
• At SIHB, we refer to our customers as Relatives. Our Relatives come first and deserve the best.  Serve the needs of our Relatives first by delivering the highest quality, professional, responsive and innovative care. 

Job Responsibilities

• Answer incoming calls, schedule and confirm appointments, and route communications to appropriate staff.
• Greet and check in patients/clients, provide registration materials, and update demographic and health information in the electronic systems.
• Monitor wait times and communicate effectively with patients/clients, families, and care teams.
• Maintain organized front desk operations, including documentation, logs, and data entry in the electronic systems.
• Support patient/client needs by assisting with forms, payments, financial assistance processes, and coordination of services (e.g., transportation or interpretation).
• Monitor facility access and ensure adherence to safety and confidentiality protocols, including HIPAA compliance.
• Maintain a clean, organized, and professional reception and waiting area; assist with opening and closing procedures.
• Respond to concerns with professionalism, using problem-solving and conflict resolution skills, and escalating as needed.
• Collaborate with clinical and administrative teams, participate in meetings and training, and support overall workflow and quality improvement efforts.
• Provide general administrative support and back-up coverage for related front desk or patient support roles as needed.