Family Services Associate

Ronald McDonald House Charities of Northeast Ohio, Inc. (RMHC NEO) is seeking a highly motivated individual who possesses passion, compassion, and dedication as a part-time Family Services Associate for the Cleveland Ronald McDonald House. This role supports the daily operations of the front of the House, ensuring the safety of the facility and the comfort of families, volunteers, and visitors.

About the role

In the spirit of teamwork, this individual collaborates with House staff and volunteers to provide excellent service to House guests and visitors, advancing the mission of the House. The Family Services Associate assists the Family Services Manager and House Program Director with front-of-house operations and performs various functions to support families and maintain a welcoming environment.

Responsibilities

• Conduct all activities in a manner consistent with the Mission, Vision, and Core Values of the organization.
• Maintain a consistent presence in the front of the House to assist guests with tours, donations, inquiries, service needs, or urgent/emergency situations.
• Handle day-to-day issues and troubleshoot problems that arise.
• Provide guests with a welcoming and supportive environment, offering hospitality and respect, and emotional support when needed.
• Ensure all guests follow guidelines and take appropriate action with empathy, respect, and non-judgment.
• Process room referrals, room requests, and guest background checks.
• Complete all check-ins and check-outs, including welcoming/acclimating families to the House, processing room donations, data entry, and daily bookkeeping and paperwork.
• Enter notes of events that occur during the work shift into the guest database.
• Complete an incident report for all unusual incidents.
• Support volunteers on duty by answering questions and handling problems.
• Identify tasks that need to be accomplished during the shift and work with volunteers to ensure completion.
• Notify on-call staff of unusual, potentially dangerous, or costly situations.
• Assist the Guest Services Manager and House Director with filing, clerical tasks, and special projects as assigned.
• Assist the Family Meal Program team with meal services, including preparing and serving meals or cleaning the kitchen/dining room as needed at the Akron House.
• Ensure donations received during the shift have proper receipts completed and photos taken when requested.
• Assist with collecting family stories and photos for marketing and development purposes.
• Assist with public relations and fund development activities as requested.
• Establish priorities for managing work while staying focused and efficient.
• Act as an organizational ambassador and present a positive image of RMHC NEO.
• Perform other duties as assigned.

Supervisory Responsibilities

• May oversee the work performed by volunteers.

Requirements

• High School Diploma or GED required.
• Two years of college education and/or two years’ work experience in a position working closely with the public, human services, hospitality, or a related field is a plus.
• Basic computer proficiency with MS Office products: Word, Excel, Outlook, and Teams.
• Ability to learn organization-specific software.
• Ability to work with a diverse group of constituents (families, volunteers, donors, staff) while maintaining professional boundaries.
• Strong customer service and hospitality focus.
• Willingness to assist in areas that may not fall directly within the stated responsibilities.

Working Conditions and Physical Effort

• Regularly required to use vision, speech, and hearing to answer questions, view computer monitors, use phones, or engage with others.
• Regularly sit at a desk to perform administrative tasks or use a computer keyboard.
• Regularly stand, walk, or climb stairs around the House, in the kitchen, while working with groups, and giving tours.
• Regularly use hands and arms to handle items, reach above or below, stock supplies, and remove trash.
• Occasional bending, kneeling, and squatting.
• Regularly required to lift and carry up to 20 pounds.

Schedule

This part-time position averages 6-15 hours per week, primarily on Friday evenings, Saturdays, and Sundays, with flexibility to cover some weekday evenings and occasional weekdays if available. Schedules are planned two months in advance.

Pay

An hourly rate of $16.73 is provided.

Location

This position is located at the Cleveland Ronald McDonald House, 10415 Euclid Avenue, Cleveland, OH 44106, where free on-site parking is provided.