Family Services Associate

Ronald McDonald House Charities of Northeast Ohio•Cleveland, OH

3h•Onsite

About The Position

Ronald McDonald House Charities of Northeast Ohio, Inc. (RMHC NEO) is seeking a motivated individual with passion, compassion, and dedication as a Family Services Associate for the Cleveland Ronald McDonald House. This part-time role assists the Family Services Manager and House Program Director with daily front-of-house operations, ensuring the safety of the facility and the comfort of families, volunteers, and visitors. The position collaborates with House staff and volunteers to provide excellent service to House guests and visitors, advancing the mission of the House. In the spirit of teamwork, this individual interacts with House guests, staff, and volunteers to offer excellent service, support, and assistance in fulfilling their goals and objectives.

Requirements

This position averages 6-15 hours/week, mainly Friday evenings, Saturdays and Sundays, with flexibility to cover some weekday evenings and occasional weekdays (if available). Schedules are planned two (2) months in advance.
High School Diploma or GED required.
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/hospitality focus.
Must be willing to pitch in and assist in areas that may not fall directly within this position’s stated responsibilities.

Nice To Haves

Two years of college education and/or two years’ work experience in a position working closely with the public, human services, hospitality, or related field a plus.

Responsibilities

Conducts all activities in a manner consistent with the Mission, Vision, and Core Values of the organization.
Maintains consistent presence in the front of the House to assist guests with tours, donations, inquiries, service needs, or to address urgent or emergency situations. Handles day-to-day issues and troubleshoots problems that arise.
Provides guests with a welcoming and supportive environment. Shows hospitality and respect to all guests and provides emotional support when needed. Ensures all guests follow guidelines and takes action, as appropriate, with empathy, respect, and non-judgment.
Processes room referrals, room requests, and guest background checks.
Completes all check-ins and check-outs, including welcoming/acclimating families to the House, processing room donations, data entry, and daily bookkeeping and paperwork.
Enters notes of events that occur during the work shift into guest database. Completes an incident report for all unusual incidents.
Supports volunteers on duty, answering questions and handling problems. Identifies tasks that need to be accomplished during shift and works with volunteers to ensure completion.
Notifies on-call staff person when there’s an unusual or potentially dangerous or costly situation.
Assists Guest Services Manager and House Director with filing and other clerical tasks as needed, and with special projects as assigned.
Assists the Family Meal Program team with delivery of meal services or, in their absence, prepare and serve meals and/or clean up the kitchen or dining room as needed at the Akron House.
Ensures donations received during shift have proper receipts completed and photos taken when requested.
Assists with collecting family stories and photos for marketing and development purposes.
Assists with public relations and fund development activities as requested.
Establishes priorities for managing own work while staying on a focused, efficient path for achieving results.
Acts as organizational ambassador and presents a positive image of RMHC NEO.
Performs other duties as assigned.