Family Services Coordinator, Part-Time

Since 1981, Ronald McDonald House Toronto has served as a place to call home for families with seriously ill children undergoing treatment. Ronald McDonald House Toronto encompasses a House for 81 families in downtown Toronto and seven Family Rooms in hospitals across the Greater Toronto Area and in Sudbury. The families we serve come from throughout Ontario, across Canada and around the world.

We are looking for a Part‑Time Family Services Coordinator to join our growing team at the House (240 McCaul Street) and Family Rooms at Sick Kids Hospital.

The Role
Reporting to the Manager, Family Services, a Family Services Coordinator, is the first line of communication with the Guest Family and is responsible for welcoming and providing service to all families staying at the House or utilizing Family Rooms. The Family Services Coordinator facilitates the family intake and registration process, and coordinates family stays at the House and the Family Rooms s role provides families with resources to adapt to communal living and settling into Toronto while also ensuring adherence to policies and procedures to provide a safe, warm, comfortable, and compassionate environment for families, guests, and volunteers.

The schedule for this position is 32 hours/month, working every other weekend on a rotating schedule between either 8 am – 4 pm, 10 am – 6 pm, 12 pm (noon) – 8 pm, or 4 pm – 12 am (midnight), including weekends and statutory holidays.

In this role you will:

Act as the primary contact for the facility operations (Ronald McDonald Toronto House or Family Rooms at Sick Kids) or family issues that arise during their shift. Work closely with both the House and the Family Room teams to ensure both locations operate according to the guidelines and protocols of Ronald McDonald House Toronto.

Monitor aspects of security (property and persons) and report any related issues or concerns.

Foster strong values-based relationships with all key stakeholders for both locations, acting as a contact for family referrals, admissions, and support. Work closely with volunteers to engage and support as necessary to maintain a safe and comfortable environment for families.

Key Responsibilities Include

Welcome, register and acquaint residents to the House and/or Family Rooms. Assist with family check-in /out. Ensure readiness of rooms and the facility and assign rooms to accommodate residents while assessing priorities of resident’s needs. Assist families with support needs and special requests as required.

Understand the different needs for each location (the House and Family Rooms at Sick Kids) prioritize and support appropriately.

Prepare accurate and timely administrative reports and documentation as required for both locations, including maintaining up to date family records, directory, and database.

Complete administrative tasks such as answer phones, respond to emails and deliveries, process payments, data entry, filing, general office duties, manage waitlist and referral process, reference background checks, creating and distributing communication materials, etc.

Assist with housekeeping and maintenance duties and various event and meeting set-up and execution.

Participate in special projects and other duties, as required.

QUALIFICATIONS
Ronald McDonald House Toronto understands that for any role, it’s possible that no one person will possess all of the desired qualifications. The following is an outline of the qualifications we believe are important to bring to the position and/or develop while in the role.

Education & Experience

Minimum one (1) year of experience in providing family support or related services.

Experience in healthcare, working with vulnerable populations, or in a not-for-profit organization is an asset. Customer service experience in a hospitality, shelter, community center, or respite setting will also be considered.

High school diploma; college diploma in Social Services, Social Work or related field is an asset. CPR / First Aid Certification (can be provided for committed applicants).

Requirements, Knowledge, Skills & Abilities

Strong customer service skills preferably with experience working with families,…