Understanding Staff Roles in a Seniors' Residence in Montreal

Last updated: July 2026

Walking into a seniors' residence for the first time — whether as a new resident or as a family member — can feel confusing. Who do you call if Dad is in pain at midnight? Who manages his medications? Who handles a complaint? Understanding what each staff member actually does helps you get the right help quickly, with confidence.

The personal care aide (PAB): the daily constant

The PAB (préposé aux bénéficiaires) is typically the person a resident sees most often. Trained through a college-level attestation (AEC) or a vocational diploma (DEP), the care aide is central to day-to-day assistance.

What they do:

• Assist with bathing, dressing and hygiene based on the resident's autonomy level.
• Accompany residents to meals and activities.
• Observe and report any change in the resident's condition — appetite, behaviour, mobility.
• Respond to room emergency calls.
• Provide regular human contact and reassurance.

What they do not do: a PAB does not prescribe, does not administer medications (with rare trained exceptions), and does not make clinical decisions. They relay concerns to the nurse on duty.

When to contact a PAB: for daily physical assistance, to flag a change in your loved one's comfort or mobility, or to request support with an activity.

The nurse (RN) or licensed practical nurse (LPN): clinical care

All certified residences at category 2 and above must have access to nursing services. In categories 3 and 4, a nurse is generally on-site regularly — sometimes around the clock.

A registered nurse (RN) can:

• Assess a resident's health status and make a clinical judgment.
• Administer and supervise medication distribution.
• Perform wound dressings, monitor wounds, manage catheters.
• Communicate directly with the family physician or the on-call doctor.
• Write notes in the resident's health record.
• Coordinate care among different providers.

A licensed practical nurse (LPN) works under an RN's supervision and can perform most of these tasks, but certain reserved acts require a full RN.

When to contact the nurse: for any concerning health change (fever, sudden confusion, pain, a fall), for questions about medications, for chronic condition follow-up, or to flag a medical need.

The director of care or clinical coordinator

Larger residences or those with a clinical wing typically have a director of care (or clinical coordinator), usually a senior nurse.

Their role:

• Oversee all care provided in the residence.
• Assess care needs at admission (determining the RPA category).
• Reassess care level when a resident's condition changes significantly.
• Manage individualized care plans and communicate with families.
• Liaise with the CLSC, physicians and hospitals.

When to contact them: for a care plan review, if you have serious concerns about the quality of care received, or after a major change in your loved one's condition. See also our guide on residents' rights in Quebec RPAs.

The receptionist and administrative staff

The front desk is often a family's first point of contact. It plays a pivotal logistical role.

What they handle:

• Welcoming visitors and families.
• Managing incoming and outgoing calls.
• Relaying messages between residents, families and staff.
• Scheduling medical appointments and transport (in some residences).
• Maintaining attendance records and calendars.

When to contact reception: to plan a visit, pass along a message, report a forgotten item, obtain a manager's contact information, or handle any logistical matter.

The activities coordinator

Social and cognitive engagement is a genuine health priority in RPAs. The activities coordinator plans and leads the programming that structures daily collective life.

Their role:

• Organize group activities: games, outings, yoga, talks, celebrations.
• Adapt activities to residents' physical and cognitive abilities.
• Encourage quieter or more isolated residents to participate.
• Collaborate with volunteers and external partners.

When to contact them: if your loved one seems bored, is withdrawing socially, or if you want to suggest an activity. A skilled activities coordinator can be invaluable in helping a new resident settle in.

The residence director

The director is responsible for the entire establishment — staff, finances, regulatory compliance and service quality. In a small residence, the director is often a visible daily presence; in a large complex, the role is more administrative.

When to contact them: for questions about the lease, billing, the residence's policies, or if you have a formal complaint that has not been resolved at the department level. See also our guide on verifying RPA certification.

Kitchen and housekeeping staff

These team members directly shape quality of life, even if their role is less visible.

• Kitchen: prepares meals according to the planned menu and special diets (diabetic, low-sodium, purée). For dietary concerns — an allergy, a disliked dish, an inappropriate texture — raise it first with the nurse or director of care.
• Housekeeping: maintains rooms and common areas. Report any maintenance need or issue to reception.

A quick reference: who to contact for what

• Physical help, mobility, daily comfort → PAB.
• Medical question, medication, health change → Nurse.
• Care plan, reassessment, medical coordination → Director of care.
• Logistics, visits, messages, appointments → Reception.
• Activities, social integration → Activities coordinator.
• Lease, formal complaint, residence policy → Director.

Knowing who handles what prevents unnecessary delays and ensures your loved one gets the right help without being passed from person to person. When touring a residence, ask for an organizational chart and for the nurse's scheduled hours on-site. Our residence visit checklist has more questions to bring along.

FAQ: staff roles in a seniors' residence

Do all residences have a nurse on-site 24 hours a day?

No. This depends on the residence's category. Category 1 (autonomous living) residences may have a nurse available on-call or only a few hours per week. Categories 3 and 4 generally have nursing coverage most or all of the time. Ask specifically about on-site nursing hours when you tour.

What happens if a resident needs help at night and there's no nurse?

In the absence of an on-site night nurse, a night-shift PAB takes calls, provides comfort and can contact an on-call nurse by phone or summon emergency services if needed. Ask each residence you visit for the exact night protocol — it is an important safety question.

Can we request the same care aide for our loved one every time?

You can ask, though rotating schedules and absences make guarantees difficult. It is reasonable to request a designated reference PAB as much as possible — especially for residents with dementia who benefit from continuity of familiar faces.

How do we report dissatisfaction with a staff member?

Start by speaking to the department supervisor or director of care. If the matter is not resolved, put your concern in writing to the residence director. As a final step, the CAAP (Centre d'assistance et d'accompagnement aux plaintes) provides free help filing a formal complaint against an RPA.