Family Services Associate – Family Room

About the Role

The Ronald McDonald House Family Room at Surrey Memorial Hospital is a rest and respite space for families with children receiving treatment. The Family Room Associate engages with families, staff, visitors, and donors and supports day‑to‑day operations under the Family Room Manager.

• Greet and welcome visitors and guests, ensuring a seamless entry.
• Organize daily administrative operations, volunteer support, and conduct housekeeping duties.
• Answer all incoming phone calls and respond to inquiries from donors or families in need.
• Provide orientation to the Family Room and sleeping rooms, ensuring compliance with policies.
• Liaise with families, social workers, housekeeping staff, hospital representatives, donors and others.
• Orient new families to the Family Room and sleeping rooms as per orientation procedures.

• Support and supervise volunteers.
• Ensure security of the Family Room and liaise with hospital security regarding any concerns.
• Provide clerical assistance as needed and maintain the filing system.
• Respond to emergencies promptly and complete related incident reports for review by the Senior Director, Family Services and Family Room Manager.
• Adhere to safety and emergency procedures.

• Experience working with families or individuals in emotional or crisis situations.
• Experience in front‑line reception or customer service.
• Experience with light housekeeping and physically able to perform light duties, including bed making and furniture arrangement.
• Diploma or post‑secondary education in Social Services, Community Recreation or relevant field.
• Basic knowledge of Microsoft Office (Teams, Word, Excel).
• Additional languages an asset.

• Mission & Values Alignment:
  Demonstrates commitment to the mission and values of RMH BC & Yukon in daily work and decisions.
• Professionalism & Representation:
  Represents the organization with a positive, respectful, and professional approach in all interactions.
• Collaboration & Relationship Building:
  Works effectively and inclusively alongside staff, volunteers, donors, and families, contributing to a supportive team environment.
• Communication:
  Communicates clearly and respectfully with a range of audiences, adapting style as needed.
• Accountability & Reliability:
  Takes ownership of responsibilities, follows through on commitments, and contributes to team and organizational goals.
• Interpersonal / Service‑Oriented:
  Compassionate and caring with the drive to provide a high‑quality level of service to the families we meet.
• Operational:
  Ability to prioritize, multi‑task, meet deadlines, and work independently.

• Works in a family‑centred environment supporting individuals navigating medical experiences.
• Position requires a minimum of 16 hours a week with potential additional hours; availability for evenings and weekends required.
• Successful candidate must have an annual flu shot to work in Surrey Memorial Hospital.

• Must complete a Police Information Check with Vulnerable Sector Check and reference check as a condition of employment.

Ronald McDonald House BC & Yukon is committed to fostering an inclusive and accessible workplace. We welcome applications from individuals of all backgrounds and experiences.
Applicants who may require accommodations are encouraged to reach out at any stage of the recruitment process.

This job description is intended to outline the general nature and key responsibilities of the role. It is not intended to be a comprehensive list of all duties, responsibilities, or qualifications. Duties may evolve over time to meet the needs of the organization. Ronald McDonald House BC & Yukon reserves the right to modify or assign other responsibilities as required.