Family Services Manager

At Ronald McDonald House 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 overnight operations of two Ronald McDonald House programs: Ronald McDonald House: Advocate Children’s Hospital and Ronald McDonald House: University of Chicago Comer Children’s Hospital.

Family Service Managers are responsible for supporting daily family care needs, maximizing room occupancy, engaging volunteers in daily tasks and welcoming our guest families, visitors, and volunteers. They promote an atmosphere of warmth and support.

Typical Schedule:

Two overnight shifts (10p-8:30a) per each of the two locations listed below.

• Sunday: Overnight shift at Ronald McDonald House: University of Chicago Comer Children's Hospital

• Monday/Tuesday/Wednesday: Applicant may select their day off; other two days will be split- one overnight at Ronald McDonald House near University of Chicago Comer Children's Hospital and one overnight at Ronald McDonald House near Advocate Children's Hospital in Oak Lawn

• Thursday: Overnight shift at Ronald McDonald House: Advocate Children's Hospital in Oak Lawn
• Friday and Saturday overnights off work

Flexibility is given as well as required on occasion to ensure PTO coverage for all. The overnight Family Services Manager is responsible for region-wide coverage and supervision of Overnight Coordinators, regardless of their assigned location.

The base rate of pay for this position is $26 - $29 an hour. This is an awake overnight manager-level position and is eligible for an additional $6 an hour shift differential.

Essential Job Functions:

• 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 financial and in-kind donations, paying attention to details. Provide excellent donor stewardship.
• Respond to emergency situations 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 Community Engagement team to recruit, train, and schedule House Volunteers.
• Manage, engage and enroll volunteers to execute essential program support functions such as meal provision, guest welcome, housekeeping, or other essential tasks/assignments that may arise
• Work in partnership with other Program staff to ensure updated and accurate calendar of events, daily menus and supply inventory.
• In the absence of scheduled meal volunteers, execute food service operations for the day, keeping in mind budget, variety, and current inventory.
• Organize and execute all onsite guest centric digital signage used as a vehicle to communicate daily information and activities.
• Welcome guest families and visitors to the program, providing tours and Chapter information regarding amenities to families and prospective supporters.
• Attend community events, as needed, providing volunteer information to prospective volunteers.
• Be knowledgeable of the program location security system and features (i.e. key activation, camera operation, etc.) as well as all policies and procedures related to building safety, security, and emergency processes.
• Manage, monitor, and maintain current inventory levels; provide purchase requests as required; track and order inventory and investigate discrepancies as they arise.
• Responsible for supervision of staff including coaching meetings, providing meaningful feedback, approving timecards, staff development and training, and contribution plans.
• Distribute family surveys to assess satisfaction, learning and growth areas to improve service delivery.

Education and Experience:

• Bachelor’s degree preferred, 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.

Knowledge, Skills, and Abilities:

• Must be a self-starter with the ability to multitask and function efficiently and effectively under pressure.
• Goal oriented and passionate about continuous improvement
• Ability to think proactively and respond appropriately.
• Ability to establish and maintain effective relationships with staff, employees, and the public; ability to represent the charity effectively both verbally and in written form.
• Ability to train others to set standards of organization.
• Responsible and organized.
• Experience managing multiple projects concurrently, demonstrating a sense of urgency, results orientated and meeting deadlines.
• Effective communication, writing and grammar skills, paying great attention to detail.
• Proficient with computer database, word processing and publishing programs. Experience using Raiser’s Edge software is helpful but not required.
• Compassionate and caring individuals aligned to our mission and standard of care.
• Keen attention to maintaining a clean, safe, and welcoming work/program services delivery environment.

Work Environment and Physical Abilities:

• Exposed to moderate noise levels.
• Frequent interruptions, ability to multitask key.
• Regular and predictable attendance is required.
• Required to occasionally work irregular hours, shifts, weekends, holidays as needed.
• Basic office work as well as the physical ability to perform household tasks as needed (i.e. light cleaning, making beds, laundry, etc.)
• Light sedentary office work. Frequently required to sit.
• Must be willing and able to shift 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.

Positions scheduled to work 30 hours or more per week are eligible for the following 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) with employer matching
• Generous PTO
• This position is annual bonus eligible with a bonus rate of up to 5%