Family Services Coordinator - Ronald McDonald House Comer Children's Hospital (Overnight)

About the role

We exist so families can get better together. Each night, we keep 181 families close to the care and resources they need through six area Ronald McDonald Houses® and four Ronald McDonald House Family Rooms®. Enabling families to stay close to their hospitalized child supports the health and well-being of the child and saves families more than $10 million in hotel and food costs each year. We also operate the Ronald McDonald House Care Mobile® program, providing medical care to children in underserved areas.

Responsibilities

• Welcome and orient guests to the House, completing all check-in and check-out procedures and paperwork.
• Demonstrate a caring attitude toward families, volunteers, and donors.
• Act as liaison to hospitals for processing referrals/reservations.
• Explain/clarify program policies and procedures to guests and referring partners.
• Provide and assist families with information, directing them to resources, activities or services they may need.
• Perform regular rounds to maintain relationships with families and identify support and/or maintenance needs.
• Cook and serve meals to families staying at the House.
• Coordinate overall daily strategy for use of available rooms, with intention of providing service to as many families as possible.
• Avoid any violations of program guidelines and coordinate a solution when violations occur.
• Utilize our digital guest registry system to create room reservations and track pertinent and appropriate guest information to ensure seamless support throughout their stay.
• Assess bedroom availability for incoming families and assign bedrooms according to number of guests, potential length of stay and other needs of the families.
• Complete incident reports and submit within 24 hours of occurrence, informing supervisor and other staff members of any unusual incidents.
• Encourage adherence to programs guidelines and coordinate a solution when violations occur.
• Direct, train, and oversee volunteers performing essential program support functions such as meal provision, guest welcome, housekeeping, and special projects.
• Be knowledgeable of the program location security system and features (ie. key activation, camera operation, etc.).
• Regular participation in meetings and trainings as requested by program leadership.
• Complete all data entry, record keeping, and documentation for the shift.

Requirements

2 years related work experience preferred. An equivalent combination of education, training, and/or experience will be considered.

Must be a self-starter with the ability to multitask and function effectively under pressure.

Compassionate and caring individual, aligned to our mission and standard of care.

Demonstrate empathy and the ability to relate to families in crisis.

Qualifications, Knowledge, Skills, And Abilities

• Work experience in a customer service or hospitality setting is preferred.
• Ability to work independently and manage multiple tasks simultaneously.
• Strong communication skills, both verbal and written.
• Knowledge of Microsoft Office Suite.
• Ability to lift up to 35 lbs.
• Ability to work flexible hours, including evenings, weekends, and holidays.

Benefits

• Medical, Dental, Vision
• Basic Life, Short-term, and long-term disability
• Voluntary employee/spouse/child life insurance
• Flexible Spending, Dependent Care, and Commuter Benefit Accounts
• Employee Assistance Program
• 401(k)
• PTO