Associate Director, Programs and Operations - South Region

Ronald McDonald House Chicagoland & Northwest Indiana • Oak Lawn, IL

3d • Onsite

About The Position

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 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 Care Mobile® program, providing medical care to children in underserved areas. RMHC-CNI is an independent not-for-profit 501(c)(3) organization. The Associate Director, Programs and Operations manages an extensive operations team within the Region, acting as a dynamic organizational leader of a competent and compassionate team who puts families first, while being responsible and accountable for the business goals of the Ronald McDonald House Programs assigned to them. This leader engages staff and volunteers in setting and pursuing best practices, driving continuous improvement, and developing and implementing innovative programs that will benefit all our programs. Schedule: Sunday – Thursday or Tuesday – Saturday (negotiable); 10am-6pm with ability to work irregular hours, shifts, weekends, holidays as needed to support 24/7 operations as well as participation in a chapter wide on call rotation. Location: South Region. Travel to RMH near UChicago Medicine Comer Children’s Hospital, RMFR in UChicago Medicine Comer Children’s Hospital and RMH near Advocate Children’s Hospital, Oak Lawn required. Position Overview: We are seeking an experienced and dynamic Associate Director, Programs and Operations to lead and manage our impactful programs. This role is pivotal in ensuring the smooth operation of our 24/7 services and aligning our programs with our mission and strategic goals.

Requirements

• Bachelor’s degree in social work, psychology, non-profit management, or a related field.
• Minimum of 3 years in program or operations management, with significant leadership and supervisory experience in a non-profit setting.
• Strong organizational, analytical, and communication skills.
• Proficiency in Microsoft Office Suite.
• Ability to manage and respond to the demands of a 24/7 operation.
• Minimum 3 years of relevant experience in program or operations management and serving in a leadership role.
• Experience leading, mentoring, and supervising individuals and teams.
• Experience providing family centered care.
• The ability to establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the organization.
• Communicate effectively: speak, listen, and write in a clear, thorough, and timely manner using appropriate and effective communication tools and techniques.
• The ability to develop new and unique ways to improve the operations of the organization.
• Results-oriented organizational leader.
• Demonstrated track record of accomplishments and growth in successive previous roles.
• Proficient in the use of a variety of computer applications such as Microsoft Word, Excel, PowerPoint, etc., as well as an ability to quickly learn and operate agency databases applications and spreadsheets.
• Compassionate and caring individual, aligned to our mission and standard of care.
• Basic office work, as well as the physical ability to perform all household tasks as needed (i.e., cleaning, making beds, laundry, etc.)
• Light sedentary office work.
• Frequently required to sit.
• Must be willing and able to between necessary locations using personal vehicle or alternative.
• 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 with or without accommodation.

Responsibilities

• Program Management: Oversee the planning, implementation, and evaluation of programs to ensure they meet the organization's goals and family needs.
• Leadership: Supervise, mentor, and develop a dedicated team, fostering a collaborative and supportive environment.
• Operational Oversight: Ensure efficient operation of services, including crisis intervention, family-centered care, and daily operations management.
• Strategic Planning: Contribute to the development and execution of strategic initiatives to drive organizational impact.
• Stakeholder Engagement: Build and maintain positive relationships with internal and external stakeholders.
• Plan the delivery of the overall program and service delivery activities in accordance with the mission and the goals of RMHC-CNI.
• Ensure that program activities operate within the policies and procedures of the organization.
• Foster a home-like environment that supports families in medical crisis, often dealing with sensitive, difficult, and stressful situations.
• Endorse and abide by the charity’s Statement of Service Standards.
• Work to resolve, in conjunction with team members, any challenging family situations.
• Develop and implement clear and effective communication, ensuring collaboration among team members.
• Proactively manages day to day scheduling and development of staff coverage plans for all programs supervised, taking into consideration varying hours of operation and complexity of need across multiple locations.
• Work in conjunction with the team to ensure proper volunteer coverage and special project needs.
• Develop strong relationships with the hospitals supported and engage in collaborative dialogue with social workers, nurses, and physicians within partner hospitals to ensure seamless delivery of program services.
• Supports volunteer operations by directing volunteers working in key areas of hospitality (front desk and reception) including answering any questions and helping to problem- solve.
• Assesses family surveys to evaluate satisfaction, learning and growth areas to improve our service delivery.
• Be competent and conversant in all operational functions (i.e., room management system, referral process, access systems, mechanical systems, etc.).
• Make recommendations to the Regional Director regarding staffing patterns, job descriptions, set work schedules and staff compensation.
• Oversee the collection and maintenance of guest family records for statistical purposes according to the confidentiality/privacy policy of the organization.
• Compile, analyze and report trends in the programs to the Regional Director as requested.
• Lead development of House-level volunteer recruitment, training, and scheduling plan in collaboration with designated Manager.
• Guide team to provide a positive mission focused experience for our volunteers, showing appreciation and capitalizing on the use of their skills/talents.
• Liaise with other Ronald McDonald House team members chapter-wide to ensure effective and efficient program delivery.
• Direct the recruitment process, interviews, and selection of well-qualified program staff with support of Regional Director
• Supervise program and operations staff team by providing direction, input, and feedback.
• Ensure all staff members receive orientation and appropriate training in accordance with organizational standards.
• Evaluate program policies and procedures and make recommendations to the Regional Director.
• Actively participate in facilities management to support daily operations inclusive of placing supply orders, maintaining vendor relationships, and responding to needs related to maintenance, housekeeping, and security.
• Create and implement effective systems to meet operational needs of the programs assigned (i.e., inventory, AP, banking, donations) and create standard operating procedures that accurately reflect processes.
• Engage in budget process providing information, feedback, and support throughout budget development and maintain a high level of fiscal responsibility.
• Develop and execute additional projects as requested.

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
• Bonus eligible position, up to 7.5%

What This Job Offers

• Job Type: Full-time
• Career Level: Manager