Family Care Associate - LAFCAPT

Position Summary

The Family Care Associate serves as a front-line member of the Family Care team, supporting the day-to-day delivery of family-centered care at the Ronald McDonald House Los Angeles. Under the guidance of Family Care Coordinators and department leadership, this role provides direct support to families, volunteers, and visitors, helping to ensure a safe, welcoming, and supportive environment throughout each shift.

Family Care Associates engage directly with families with warmth and compassion, uphold House guidelines through an empathy-first approach, and contribute to consistent, high-quality care delivery across the House. This role plays an essential part in translating family-centered care values into daily practice through attentive presence, clear communication, and reliable support.

Essential Duties and Responsibilities:

The position shall include but is not limited to the following:

• Serve as the primary on-site point of contact during assigned shifts, providing a warm, compassionate welcome to families, volunteers, vendors, and visitors while ensuring appropriate screening, check‑in, and building awareness.
• Lead front desk and guest‑facing operations, including check‑ins, check‑outs, orientations, tours, referrals, and guest data entry, ensuring adherence to House procedures and accurate documentation.
• Process room referrals in a timely and organized manner, collaborating with hospital social workers and referring medical teams as needed to clarify information, support appropriate placement, and ensure a smooth intake experience for families.
• Uphold health, safety, and security protocols, maintaining up-to-date knowledge of emergency procedures and ensuring a safe, well‑functioning environment for families, staff, and volunteers.
• Exercise sound judgment as the first responder to shift‑level issues, problem‑solving in real time and escalating concerns to supervisors or partners as appropriate to ensure continuity of care and operations.
• Hold space for family concerns and emerging needs during assigned shifts, offering compassionate listening and immediate support within scope, and identifying when families may benefit from additional emotional or resource support. Escalate and coordinate follow‑up with the Director of Family‑Centered Care and Family Support Services as appropriate.
• Ensure clear communication and continuity between shifts, documenting incidents, family needs, and operational updates to support seamless handoff and informed follow‑up.
• Coordinate with Building Services Team to support room readiness, and timely resolution of maintenance issues.
• Maintain common areas and guest‑facing spaces, including restocking supplies, addressing cleanliness and safety needs, and documenting maintenance or housekeeping concerns.
• Process financial transactions and in‑kind donations in accordance with established procedures.
• Participate in required trainings and additional duties as assigned.

• Support the Meals program during assigned shifts, including hosting meal groups, coordinating setup and cleanup, and serving as a welcoming point of contact for volunteer meal providers in alignment with Volunteer Coordinator.
• Ensure food safety, cleanliness, and readiness across meal spaces, including proper food handling and storage, support with basic food preparation when trained and comfortable, daily monitoring of Help Yourself Refrigerators, pantry restocking as assigned, and inventory support for food orders and donations.
• Support the processing of in‑kind donations, including sorting and organizing donated goods, laundering clothing donations as appropriate, and completing related tasks to ensure…