Manager Family Services

Full-time

Tuesday to Saturday10:00AM-6:00PM

Toronto Ontario (240 McCaulStreet)

The Organization

Since1981 Ronald McDonald House Toronto has served as a place to call home forfamilies with seriously ill children undergoing treatment. Ronald McDonaldHouse Toronto encompasses a House for 81 families in downtown Toronto and sevenFamily Rooms in hospitals across the Greater Toronto Area and in Sudbury. Thefamilies we serve come from throughout Ontario across Canada and around theworld.

We are looking for a Manager Family Servicesto join our team at the House located at 240 McCaul St. Toronto.

The Role

Reporting to the Director Family Services the Manager Family Servicesoversees all matters related to the admission support and accommodation offamilies at Ronald McDonald House Toronto. The Manager Family Servicessupports the development and execution of strategic priorities related to theHouse and Family Services team the creation and implementation of policies andprocedures and ensures a successful partnership with hospital stakeholders andother House services & programming. This position is expected to be onsitewith a schedule Tuesday to Saturday 10:00 am- 6pm.

Key Responsibilities Include

Leadership & TeamManagement

• Lead engage develop and manage the Family Services full-time and part-time teams (20 staff).
• Provide timely feedback coaching and training to team members.
• Lead staffing and scheduling to support safe efficient and financially responsible 24/7 operations.
• Provide onsite and remote on-call supervisory support across Family Rooms and the House.

Program & ServiceDelivery

• Maintain supportive and open communication with families identifying those needing additional support and escalating appropriately.
• Participate in the resolution of family disputes and issues escalating concerns to the Director as needed.
• Assist with family program activities including events dinners and ticket distribution.
• Collaborate with internal service teams (Food Services Programming School Camps Development) to ensure consistent and high-quality service delivery.

Stakeholder &Relationship Management

• Maintain strong relationships with hospital stakeholders acting as a key contact for referrals and admissions processes.
• Actively participate in national chapter meetings and initiatives.
• Collaborate with the Development team to support Gift-in-Kind requests and donations.

Operations &Compliance

• Oversee admissions-related documentation and ensure compliance with policies and procedures.
• Liaise with Facilities and Maintenance on infection control and operational matters impacting families and programming.
• Identify trends risks and exceptions escalating to the Director as appropriate.

Strategy Planning &Continuous Improvement

• Contribute to the development implementation and monitoring of policies and procedures.
• Participate in the development and tracking of annual strategic plans and goals.
• Conduct evaluations of Family Services analyzing satisfaction and utilization data and recommend improvements.
• Collect analyze and report on monthly quarterly and annual Family Services metrics for leadership and board reporting.
• Work collaboratively as part of the management team to achieve organizational goals.

QUALIFICATIONS

RonaldMcDonald House Toronto understands that for any role its possible that no oneperson will possess all of the desired qualifications. The following is anoutline of the qualifications we believe are important to bring to the positionand/or develop while in the role.

About You

You are acompassionate and driven leader who thrives in a fast-paced mission-drivenenvironment. You balance strong operational oversight with a hands-onpeople-first approach bringing out the best in your team while ensuringexceptional service delivery for families.

Education & Experience

• Minimum of three (3) years experience in a leadership role providing family support services or related services.
• Experience managing and scheduling a 24-hour team and working shift work / on-call.
• College diploma in Social Services or Social Work or related field; bachelors degree preferred.
• Experience working in healthcare or not-for-profit organization is an asset.
• Food Safety certification and CPR / First Aid certification are an asset as they will be required for this role.
• Experience working with individuals or families in crisis or under stress.
• Experience supervising staff working in highly sensitive or emotional situations.

Requirements KnowledgeSkills & Abilities

• Demonstrated leadership experience with the ability to coach mentor and develop staff and volunteers.
• Strong customer service orientation with experience supporting families in crisis and managing conflict with empathy and professionalism.
• Proven ability to manage budgets projects and operational priorities effectively.
• Excellent analytical and problem-solving skills with a resourceful and solutions-focused mindset.
• Strong communication skills with the ability to engage and influence a variety of audiences.
• Highly collaborative with exceptional interpersonal skills and the ability to build and maintain strong relationships.
• Organized and adaptable with the ability to manage multiple priorities in a fast-paced evolving environment.
• Comfortableworking both independently and as part of a team.
• Proficiencyin Microsoft Office and database systems (experience with CMMS considered anasset).
• Knowledgeof building operations emergency procedures and healthcare environments is anasset.
• Highdegree of empathy compassion and emotional intelligence.
• Flexibilityto work occasional evenings weekends and on-call shifts as required.

The successful candidate will need toundergo a successful reference check a satisfactory background check andimmunization process as per hospital policies.

What We Offer

At Ronald McDonaldHouse Toronto youre not just taking on a job; youre becoming part of amission that makes a tangible difference every day. As a Manager FamilyServices youll play a key role in helping families feel at home when theyneed it most. Youll have the opportunity to work with compassionate peopleenhance your skill set and contribute to a life-changing cause.

In addition tomeaningful work that supports families during critical moments we offer:

• Impact: Your role directly contributes to the comfort and well-being of families during some of their toughest times.
• Supportive Environment: Access to our Employee &Family Assistance Program as well as a network of caring colleagues dedicatedto making a difference.
• Competitive total rewards package including a hiring salary range of $ RRSP contribution group health and dental benefits coverage for mental health paramedical services and much more.
• Access to paid Wellness Days and religious days.

If youre looking to make a difference every dayin the lives of children and families submit your application today!

This posting is for an active vacancy thatthe organization is currently seeking to fill.

We do not use artificial intelligence (AI)or automated decision-making tools to screen assess or select candidates.

Ronald McDonald House Toronto is an EqualOpportunity Employer.

Ronald McDonald House Toronto is committedto diversity and inclusiveness in the workplace and as an equal opportunityemployer we are committed to establishing a qualified workforce that isreflective of the diverse population and families we support.

We encourage applications from members ofgroups that have been historically marginalized including but not limited toAboriginal Indigenous Metis and Inuit peoples racialized groups/persons ofcolour people with varying abilities members of visible minority groupsLGBTQ2S those who identify as women and other equity-seeking groups.

When contacted for a job opportunityplease advise the People and Culture team of any accommodation needed inaccordance with the Accessibility for Ontarians with Disabilities Act 2005 andthe Ontario Human Rights Code to ensure you have access to an equitableprocess. We request that you provide your accommodation request as soon asreasonably practicable. Any information received relating to accommodation willbe addressed confidentially.

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