Family Services Coordinator

FAMILY SERVICES COORDINATOR

Reports To:

Mission Services Director

Status:
Full-Time, Hourly

Hours:

Full-time, 40 hours per week, primarily weekday hours. Schedule and work location are based on operational, and program needs and may include the Ronald McDonald House, Family Room, and other Mission Services programs. Occasional evenings, weekends, and holiday availability may be required.

The Family Services Coordinator provides compassionate, family-centered support to guests of Ronald McDonald House West Michigan while supporting the daily operations of the Ronald McDonald House and hospital-based programs.

This is a flexible, cross-program position designed to provide consistent Family Services support where it is most needed. The Family Services Coordinator may be regularly scheduled across the Ronald McDonald House, Family Room, and other Mission Services programs based on staffing, coverage, and operational needs.

This position helps ensure families experience a welcoming, safe, comfortable, and supportive environment throughout their stay. The Family Services Coordinator supports guest services, House operations, transportation, programs, volunteers, and other day-to-day needs while delivering exceptional hospitality.

• Welcome and orient families to the Ronald McDonald House, Family Room, and available programs and services.
• Support admissions, departures, room assignments, and daily guest needs.
• Respond to family questions, concerns, and requests with compassion and professionalism.
• Build positive and respectful relationships with families.
• Help families access available resources, services, and programs.
• Maintain confidentiality and appropriate professional boundaries.
• Resolve routine family concerns and elevate complex concerns to the Lead Family Services Coordinator or Mission Services Director as appropriate..

• Support the daily operation of the Ronald McDonald House.
• Prepare guest rooms and spaces for incoming families.
• Monitor common areas and shared spaces for cleanliness, organization, safety, and operational needs.
• Assist with inventory, organization, restocking, and upkeep of supplies.
• Identify and communicate maintenance, housekeeping, facility, and safety concerns.
• Follow established procedures, safety protocols, and emergency response expectations.
• Ensure assigned responsibilities are completed and important information is communicated between shifts.
• Complete routine House operational responsibilities, including laundry, room preparation, stocking, donation support, and other duties necessary to maintain a welcoming and functional environment.

• Provide regular staffing and operational support for the hospital-based Family Room as scheduled, including opening, operating, and closing the space in accordance with established procedures.
• Assist with Hospitality Cart services and other family-centered programs and activities.
• Help maintain program spaces, supplies, and resources.
• Assist with transportation services for families as assigned.
• Coordinate transportation needs and maintain required documentation.
• Work flexibily across Mission Services locations and programs based on staffing, coverage, and operational needs.

• Work collaboratively with volunteers supporting meals, transportation, programs, and House operations.
• Welcome volunteers and provide guidance during assigned activities.
• Communicate expectations and help ensure volunteer activities are completed appropriately.
• Provide coverage for programs when volunteer coverage is unavailable or additional staff support is needed.

• Maintain accurate guest records and operational documentation.
• Complete required logs, reports, checklists, and shift documentation.
• Maintain accurate documentation across assigned Mission Services programs and follow established data collection and reporting procedures.
• Communicate important information between shifts and team members.
• Use organizational systems and technology appropriately.
• Promptly communicate incidents, safety concerns, family concerns, or operational issues.

• Work collaboratively across Mission Services programs and locations adapting to changing coverage and operational needs.
• Support coworkers during periods of increased activity or changing operational needs.
• Participate in staff meetings, training, and cross-training.
• Contribute ideas that improve services,…