Family Services Coordinator - Ronald McDonald House Lurie Children's Hospital

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 meals for families and provide support for meal groups, baking groups, and activities groups.
• Volunteer within programs, serving as a lead or co-lead for meal groups, baking groups, and activities groups.
• Direct, train, and oversee volunteers performing essential program support functions such as meal provision, guest welcome, housekeeping, and special projects.
• Work with the Community Engagement team to serve as a lead or co-lead for meal groups, baking groups, and activities groups.
• Be knowledgeable of the program location security system and features (ie. key activation, camera operation, etc.).
• Direct, train, and oversee volunteers performing essential program support functions such as meal provision, guest welcome, housekeeping, and special projects.
• Encourage adherence to programs 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.
• Avoid overnight responsibilities if not included in the position.
• Respond to emergency situations and after-hours pages, including scheduled weekends and holidays, for urgent needs such as unplanned family arrivals, guest medical emergencies, or conflicts requiring law enforcement involvement.
• Complete incident reports and submit within 24 hours of occurrence, informing supervisor and other staff members of any unusual incidents.
• Complete all data entry, record keeping, and documentation for the shift.

Qualifications, Knowledge, Skills, And Abilities

• Two 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.

Work Environment and Physical Abilities

• Exposed to moderate noise levels.
• Frequent interruptions, ability to multitask is key to success in this role.
• Regular and predictable attendance is required.
• Must be available to work irregular hours, shifts, weekends, holidays as needed.
• Basic office work, as well as the physical ability to perform all household tasks as needed (ie. Cleaning, making beds, laundry, etc.).
• Must be willing and able to move between program locations when necessary, advanced notice will be provided.
• While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel; talk or hear.
• Must be capable of carrying 35 lbs.