Family Services Manager

Summary This position is responsible for managing the effective operation of the Ronald McDonald House 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. He/she promotes an atmosphere of warmth and support for families served. 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 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. Education and Experience An equivalent combination of education, training and experience will be considered. 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. Knowledge, Skills and Abilities which may be representative, but not all-inclusive of those commonly associated with this position. 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 orientated 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. Work Environment Environmental or atmospheric conditions commonly associated with the performance of the functions of this job. Exposed to moderate noise levels. Frequent interruptions, ability to multitask key. Regular and predictable attendance is required. Must be available to work irregular hours, shifts, weekends, holidays as needed Physical Abilities that are commonly associated with the performance of the functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Basic office work, as well as the physical ability to perform all household tasks as needed (ie. cleaning, making beds, laundry, etc.) Light sedentary office work. F requently 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 physically capable of carrying 35 lbs.