Family Services Manager - West Region in-hospital programs

RONALD MCDONALD HOUSE CHARITIES OF-posted 4 months ago
$25 - $28/Yr
Full-time • Mid Level
Park Ridge, IL
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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. This position is responsible for managing the effective operation of the Ronald McDonald House or Family Room program. Direct reports might include Coordinators or Specialists as well as overseeing volunteers. Managers are responsible for supporting daily family care needs, maximizing family occupancy, engaging volunteers in daily tasks and welcoming family guests and visitors. They promote an atmosphere of warmth and support for families served. This role supports our hospital-based programs, with time split between the Family Room at Advocate Children's Hospital in Park Ridge and the Family Room at Edward Hospital in Naperville. We’re seeking a candidate who is fluent in Spanish to best serve the families in these locations.

  • Execute defined policies and procedures for the program managed.
  • Engage regularly with hospital social work and care coordination team to ensure optimization of program access and evolving family care needs.
  • Act as hospital liaison to process referrals/reservations.
  • Explain/clarify program policies and procedures to guests and referral 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.
  • Manage overall daily strategy of room occupancies, with intention of providing service to as many families as possible.
  • Assist with program statistics management by inputting daily occupancy records.
  • Track guest donations and occupancy rates for monthly reporting purposes.
  • Respond to emergency situations, regarding urgent needs, such as unplanned family arrivals, medical emergencies for guests or conflicts requiring law enforcement.
  • Encourage adherence to programs guidelines and manage solutions/resolutions as needed.
  • Complete Incident Reports and submit to supervisor within 24 hours of occurrence.
  • Apprise other staff members of any additional unusual incidents.
  • Distribute family surveys to assess satisfaction, learning and growth areas to improve service delivery.
  • Lead process of welcoming and orienting guest families. Complete all necessary paperwork.
  • Work with Director of Volunteer Services and volunteer manager in recruiting, training and scheduling House Volunteers.
  • Engage and enroll volunteers to execute essential house support functions such as meal provision, guest welcome, housekeeping, or other essential tasks/assignments that may arise.
  • Work in partnership with Volunteer Services Manager to ensure updated web-based calendar, menu procurement, acknowledgment, necessary supply inventory.
  • Organize and execute all onsite guest centric digital signage used as a vehicle to communicate daily information and activities.
  • Welcome family guests and visitors to the program site, frequently providing tours and charity information to prospective supporters.
  • Attend community events, as needed, providing volunteer information to prospective volunteers.
  • Be knowledgeable of the program location security system and features (ie. key activation, camera operation, etc.) as well as all policies and procedures related to building safety, security, and emergency processes.
  • Bachelors degree required, preferably in social work, psychology, non-profit management, or related field.
  • 2 years of relevant experience required, preferably in the delivery of family-centered program services.
  • Must be a self-starter with the ability to multitask and function effectively under pressure.
  • Ability to think proactively and respond appropriately.
  • Ability to establish and maintain effective relationships with staff, employees, and the general public; ability to represent the charity effectively both verbally and in written form.
  • Experience managing multiple projects concurrently, demonstrating a sense of urgency, results oriented and meets deadlines.
  • Effective communication, writing and grammar skills, paying great attention to detail.
  • Proficient with computer database, word processing and publishing programs.
  • Experience using Raisers Edge software helpful.
  • Compassionate and caring individual, aligned to our mission and standard of care.
  • Keen attention to maintaining a clean, safe, and welcoming work/program services delivery environment.
  • 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
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