Local Programs Manager

JOB DESCRIPTION

Organization: Ronald McDonald House Charities West Michigan (RMHCWM) Position Title: Local Programs Manager Reports To: Mission Services Director Classification: Salaried non- exempt Schedule Primary schedule is MondayFriday 8:00am5:00pm. Occasional evenings weekends or holidays may be required as part of an on-call rotation or to ensure program and House coverage during leadership absences or special circumstances.

Job Purpose

Ronald McDonald House Charities West Michigan (RMHCWM) exists to care for families and ease the routine burdens of everyday life so they can focus on their child while receiving medical care. Through our core programsincluding the Ronald McDonald House Hospitality Cart and hospital-based Family Roomwe provide compassionate family-centered support during some of lifes most difficult moments.

The Local Programs Manager is responsible for the day-to-day leadership operations and oversight of RMHCWMs hospital-based programs. This role ensures both programs are welcoming well-organized properly staffed and aligned with RMHCWM standards and hospital partner expectations. The Manager balances hands-on family support with strong operational oversight volunteer leadership and data-driven program management.

Key Responsibilities

Program Operations & Guest Services

• Oversee daily operations of the Local Programs including the Hospitality Cart and Family Room to ensure a warm dignified and supportive environment for families.
• Provide direct support to families as needed including welcoming assisting with resources and responding to concerns with empathy and professionalism.
• Ensure programs are consistently clean organized stocked and ready to serve families.
• Develop implement and maintain program-specific policies procedures and workflows.

• Serve as a primary point of contact with hospital partners concerning programs collaborating closely with social work nursing and administrative teams.
• Promote awareness and appropriate utilization of programs among hospital staff.
• Identify and lead local program development and improvement.
• Participate in an on-call rotation to support program continuity respond to urgent issues and provide leadership presence during evenings weekends or holidays as needed.
• Serve as the primary operational lead for the House when the Mission Services Director is out of the office ensuring continuity of guest services staff support and day-to-day decision-making within established policies.
• Support shuttle services as needed

Hospitality Cart Management

• Oversee the operations of the Hospitality Cart including scheduling set-up break-down and service delivery.
• Ensure appropriate inventory levels of food beverages comfort items and supplies.
• Monitor quality safety and presentation of all items offered to families.
• Accurately collect track and report Hospitality Cart usage data including families served and frequency of use.
• Compile and submit a monthly Hospitality Cart usage report to leadership.
• Review trends and feedback to support and make recommendations for continuous program improvement.

Family Room Management

• Oversee daily operations of the Family Room to ensure it remains a welcoming calm and supportive space for families.
• Ensure room readiness cleanliness standards and consistent availability of supplies linens and amenities.
• Ensure families are properly checked in and that Family Room usage data is accurately tracked and recorded.
• Collaborate with hospital partners to align expectations related to space use workflow and shared responsibilities
• Review trends and feedback to support and make recommendations for continuous program improvement.

Staffing & Volunteer Leadership

• Oversee recruit train schedule and support staff and volunteers across both hospital-based programs.
• Maintain volunteer and staff schedules to ensure consistent program coverage.
• Provide leadership coaching and ongoing support to volunteers and staff to ensure trauma-informed family-centered service delivery.
• Communicate updates expectations and procedural changes clearly and consistently.
• Serve as a visible trusted leader for staff and volunteers modeling calm professionalism and responsivenessparticularly during periods of limited leadership coverage.

Ideal Characteristics

• Compassionate professional and family-centered demeanor.
• Strong organizational skills and attention to detail.
• Proactive adaptable and solutions oriented.
• Commitment to RMHCWM values: Mission-Driven Compassion Collaboration Integrity Inclusion and Adaptability.

Knowledge Skills and Abilities

• Passion for RMHCWMs mission and supporting families during crisis.
• Strong verbal and written communication skills.
• Ability to work independently
• Comfort working in hospital settings
• Proficiency with Microsoft Office and basic data tracking systems.
• Ability to maintain confidentiality and exercise sound judgment.
• Willingness to be contacted off duty in the event of emergency situations.
• Ability to meet hospital and healthcare partner requirements which may include proof of vaccinations health screenings and compliance with site-specific safety protocols

Preferred Qualifications

• 12 years of experience supervising staff and/or volunteers.
• Experience in nonprofit healthcare hospitality or family-centered services.
• Experience with volunteer management or guest tracking systems.
• Must have a valid drivers license and clean driving record

Physical Demands & Work Environment

• Work is primarily performed in hospital and office environments.
• Ability to lift and move up to 30 pounds.
• Frequent standing walking bending and use of hands.
• Regular use of computers and telephones.
• Ability to work with frequent interruptions and varying daily demands.

Benefits

RMHCWM offers a supportive work environment and a competitive benefits package including medical dental and vision coverage retirement contributions paid time off and holidays.