Family Services Coordinator

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 House 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 House Care Mobile® program, providing medical care to children in underserved areas. Ronald McDonald House Chicagoland and Northwest Indiana is an independent not-for-profit 501(c)(3) organization.

The Coordinator is accountable for maintaining program function including: registering and checking out families, monitoring the physical structure of the facility, supervising housekeeping and maintenance, supporting any overnight emergency needs, completing assigned tasks during shift and being a friendly, capable and supportive staff presence in the overnight hours.

This position works 24 hour shifts on weekends and holidays. Typically working Friday 9:00 PM to Saturday 9:00 PM or Saturday 9:00 PM to Sunday 10:00 PM, on holidays and will be expected to work at least two shifts per month.

• Execute defined policies and procedures for the program.
• Welcome and orient guests to the House, completing all check-in and check-out procedures and paperwork.
• Demonstrate a caring attitude toward families, volunteers, and donors.
• Act as liaison to hospitals for processing referrals/reservations.
• Explain/clarify program policies and procedures to guests and referring 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.
• Coordinate overall daily strategy for use of available rooms, with intention of providing service to as many families as possible.
• Assist with statistics for program by inputting daily occupancy records.
• Ensure all common areas remain clean and supplies are stocked.
• Track guest donations and occupancy rates for monthly reporting purposes.
• If the position includes overnight responsibilities, this role may be required to respond to emergency situations and after-hours pages, including scheduled weekends and holidays, for urgent needs such as unplanned family arrivals, guest medical emergencies, or conflicts requiring law enforcement involvement.
• Encourage adherence to programs guidelines and coordinate a solution when violations occur.
• Utilize our digital guest registry system to create room reservations and track pertinent and appropriate guest information to ensure seamless support throughout their stay.
• Assess bedroom availability for incoming families and assign bedrooms according to number of guests, potential length of stay and other needs of the families.
• Complete incident reports and submit within 24 hours of occurrence, informing supervisor and other staff members of any unusual incidents.
• Act as an extension of the Community Engagement team, serving as a lead or co-lead for meal groups, baking groups and activities groups volunteering within programs.
• Provide coverage at “Welcome Desk” locations as well as other duties in the absence of volunteer support.
• Direct, train, and oversee volunteers performing essential program support functions such as meal provision, guest welcome, housekeeping, and special projects.
• Welcome family guests and visitors, providing tours and information.
• Be knowledgeable of the program location security system and features (ie. key activation, camera operation, etc.).
• Regular participation in meetings and trainings as requested by program leadership.
• Complete all data entry, record keeping, and documentation for the shift.

• 2 years related work experience preferred.
• An equivalent combination of education, training, and/or experience will be considered.
• Must be a self-starter with the ability to multitask and function effectively under pressure.
• Compassionate and caring individual, aligned to our mission and…