Family Services Manager

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 wellbeing 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. RMHCCNI is an independent notforprofit 501(c)3 organization.

This position is responsible for managing the effective operation of the Ronald McDonald House near Central Dupage Hospital. 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.

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 inkind donations paying attention to details and provide excellent donor stewardship.
• 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 Community Engagement team in recruiting training and scheduling 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 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.
• 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.

Education and Experience

• Bachelors degree preferred preferably in social work psychology nonprofit management or related field.
• 2 years of relevant experience required preferably in the delivery of familycentered program services.

Knowledge Skills and Abilities

• Must be a selfstarter 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 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 and Physical Abilities

• 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.
• 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. 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.

Benefits Offered:

• Medical Dental Vision
• Basic Life Shortterm and longterm 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 5

At Ronald McDonald House Charities of Chicagoland and Northwest Indiana we believe in diversity equity and inclusion in the workplace and we welcome and will consider applications for employment from all qualified candidates regardless of race color gender national origin religion age sexual orientation gender identity gender expression genetic information individuals with disabilities pregnancy marital status status as a protected veteran or any other status protected by applicable law.

Ronald McDonald House Charities of Chicagoland and Northwest Indiana provides reasonable accommodation to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their job. If you need assistance accessing or reading this job posting or otherwise feel you need accommodation during the application or hiring process please contact. Reasonable accommodations will be determined on a casebycase basis.