Director of Family Services

Title: Director of Family Services

Status: Full-time, 32 – 40 hours per week (negotiable), Exempt

Reports to: Executive Director

Supervises: Family Service Managers & Volunteers

Summary:

Since 1983, Ronald McDonald House Charities® of Marshfield (“RMHC of Marshfield” or “House” or “Organization”) has been a beacon of hope providing shelter, food and support to families seeking medical treatment for their child. You have the opportunity to be a defining person in the care and support of the families who call our House “home”. In addition to the RMHC of Marshfield Team, you will be a part of the Ronald McDonald House Charities global system of over 1,000 House, Family Room, and Care Mobile Programs in 62 countries and regions. For more information, visit rmhc.org and rmhc-marshfield.org.

Overview:

We are hiring a Director of Family Services (“Director”) to manage all guest family service operations and is the primary staff contact for all guest families staying at the House. Director is responsible for managing the part-time Family Service Manager Team and its House volunteers, maintaining a home-like and supportive environment. Director ensures that guest family services and programs are aligned with all House policies and procedures and leads with our core values of collaboration, gratitude, inclusion, integrity, and joy.

This Job Might Be For You If:

• You are innovative and outgoing with an ability to balance compassion with assertiveness.
• You enjoy building relationships with a diverse group of people.
• You have a passion for managing and leading a team and creating a positive work culture.
• You excel at time management and are great at prioritizing and managing multiple tasks and responsibilities.
• You have effective communication skills.
• You are highly motivated and a self-starter.
• You are meticulous about detail and accuracy while working effectively in a fast-paced environment.
• You want to love what you do and make an impact on families with hospitalized children!

Experience/Education Requirements and Competencies:

• Associate’s degree or equivalent experience in related fields.
• At least 2 years of successfully managing a team
• Exceptional collaboration, customer relations, and communication skills.
• Professional demeanor with high regard to confidentiality and respect for gust families.
• Strong computer skills and proficient in Microsoft Office software suite and confident in ability to learn hospitality and donor database.
• General knowledge and demonstrated experience with managing a diverse group of professionals.
• Self-starter, with ability to take initiative (within realm of responsibilities).
• Organized, focused, and have a track record of excellent judgement.
• Must be able to multi-task and be willing to work irregular hours or holidays, as necessary.
• Ability to balance compassion and empathy with adherence to House policies and procedures.
• Desire to advocate on behalf of RMHC of Marshfield to increase financial and in-kind support, and help maximize House occupancy.
• Ability to develop strong relationships with Hospital partner social workers, House volunteers, and other key stakeholders.
• Must be able to pass a comprehensive background check.
• Must have a valid driver’s license and reliable transportation.

Key Management Responsibilities:

• Provide an atmosphere of warmth and support by interacting with guest families and supporting them throughout their stay by providing information and/or referrals, and by maintaining positive guest family relations while being an empathetic and understanding listener.
• Promote a safe community family living environment, guided by House rules and policies.
• Assure timely and accurate data entry for House reporting needs.
• Assist in financial recordkeeping to ensure donor revenue is reported appropriately and accurately. This may include using internal bookkeeping software regularly.
• Record and verify financial transactions, including donations and merchandise sales.
• Maintain ongoing communications with guests regarding planned activities, upcoming events, and related issues by distributing notices and/or one-on-one communication.
• Oversee special events in and around the House including family activities, children’s programs, distribution of tickets to local attractions, and referral of families to available resources and support organizations.

Guest Family Service Responsibilities:

• Welcome and acknowledge all guest families in a compassionate, supportive, and timely manner; anticipate and address guests’ needs.
• Function as first point of contact and effectively problem solve any issues that may arise.
• Provide concierge-level service for guest family check-ins, check-outs, orientations, tours, and other needs that may arise, following procedures and policies set forth by the House.
• Oversee room referral process, ensuring priority is honored, policies and procedures are communicated gracefully, and guest data is processed accurately.
• Communicate House guidelines and expectations to guest families, enforcing guidelines and documenting any guest family incidents with follow-up action taken, as necessary.
• Communicate with appropriate hospital staff, as needed, in a professional and friendly manner.
• Oversee staff and volunteers to help maintain the cleanliness and neatness of all areas per global House standards.
• Collaborates with the Executive Director to make policy recommendations to ensure guest families receive the highest level of support and compassionate care.

Volunteer Responsibilities:

• Provide appropriate daily assignments, supervision of House volunteers.
• Trains new guest service volunteers
• Plans and provides annual refresher and emergency training for all guest service volunteers.
• Collaborates with Executive Director to appropriately thank House volunteers with stewardship touches and an annual volunteer event.

Other Responsibilities:

• Coordinates with Executive Director communication response to emergency situations affecting the House or its guest families, volunteers, visitors, or staff. Provide leadership and direction in the event of House disturbance, including appropriate communications and implementation of disaster plans.
• Assist Executive Director with RMHC of Marshfield marketing, communications, and fundraising efforts.
• Maintain positive working relationship with medical professionals at Marshfield Children’s and Marshfield Clinic Health System.
• Maintain positive relationship with vendors, other Ronald McDonald Houses, volunteers, McDonald’s Owner/Operators, and other RMHC of Marshfield key stakeholders.
• Plan and participate in staff meetings, operations meetings, and daily shift changes.
• Responsible for House coverage during vacations and holidays.
• Other duties as assigned.

Work Schedule and Hours:

This is an Exempt 32-40-hour per week position that requires a flexible schedule, as occasional holiday, evening, and weekend hours may be required to ensure 24/7/365 House coverage or special events. Typical work week hours are Monday through Friday 7:45 a.m. - 4:15 p.m.

To Apply:

Please email a cover letter, salary requirements and resume to John Bauer, Executive Director at john@rmhcofmarshfield.org

Job Type: Full-time

Pay: From $52,000.00 per year

Benefits:

• 401(k)
• Flexible schedule
• Mileage reimbursement
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Work Location: In person

Salary : $1,000 - $52,000