Family Services Manager

Job Details

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 well-being 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. RMHC-CNI is an independent not-for-profit 501(c)(3) organization.

The Family Services Manager is responsible for managing the daily operations of the Ronald McDonald Family Room program inside Lurie Children's Hospital as well as the Ronald McDonald House inside Northwestern Prentice Women’s Hospital. The right applicant is a true team player, and one that brings genuine excitement and enthusiasm to this exciting role!

The Family Services Manager serves as the primary point of contact for families experiencing medical crises as well as for hospital referral staff and care coordination teams. They are willing to lend a hand, and they know that there are no tasks too big or too small when it comes to supporting families, volunteers, and peers. This person thrives serving others and has a genuine interest in staff development, as this position supervises a team of Coordinators as well as volunteers. Whether it’s working with a social worker to support a family, checking in with a colleague, giving a tour or engaging with volunteers, the Family Services Manager strives to ensure the environment is warm and welcoming for all. The primary hours for this role are Mon-Fri 7am-3:30pm with the availability to occasionally work irregular shifts, including weekends & holidays as needed.

 

Note: This role requires the employee to comply and certify they meet all hospital health requirements, including Influenza, MMR, Varicella, TDAP and Covid vaccinations, and TB test certification.

Duties and Responsibilities: 

• 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 program policies and procedures.
• Provide and assist families with information, directing them to resources, activities or services they may need.
• Perform regular rounds to build relationships with families and identify support and/or maintenance needs.
• Manage daily strategy of room occupancies, with intention to provide service to as many families as possible.
• Track guest donations and occupancy rates for monthly statistical 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.
• Distribute family surveys to assess satisfaction and utilize data to improve service delivery.
• Lead process of welcoming and orienting guest families. Complete all necessary paperwork.
• Work with Volunteer Services Managers & Community Engagement team in recruitment & training of 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.
• Welcome family guests and visitors, providing tours and charity information to prospective supporters.
• Be knowledgeable of the program location security system and features (i.e. key activation, camera operation) as well as all policies and procedures related to building safety, security, and emergency processes.

 

Qualifications:

• Bachelor’s degree preferred, 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.
• 2 years supervisory experience preferred.\
• Must be fluent in Spanish
• 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 and word processing programs.
• 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 

• Exposed to moderate noise levels
• Frequent interruptions, ability to multitask is key.
• Regular and predictable attendance is required.

 

Physical Abilities (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.
• Must be willing and able to travel between locations.
• 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.

 

Benefits Offered:

• Medical, Dental, Vision
• Basic Life, Short-term, and long-term 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 workwithus@rmhccni.org. Reasonable accommodations will be determined on a case-by-case basis.