Overnight Family Services Coordinator

Ronald McDonald House Toronto; Toronto; On-site; CAD 50,000 - 62,000; Full time

Benefits offered by this job

Group health and dental benefits

RRSP eligibility

Wellness days

Religious leave days

Employee & Family Assistance Program

Job summary

Ronald McDonald House Toronto is seeking an Overnight Family Services Coordinator to welcome and assist Guest Families staying at the House or in Family Rooms. This awake shift role handles intake, coordinates stays, and resolves escalated family situations to ensure a warm, safe environment.

The position runs 8:00pm–8:00am on a rotating 2-2-3 schedule, totaling 77 hours bi-weekly, including weekends and holidays, at the House and SickKids Family Rooms.

Qualifications

• High school diploma required.
• Minimum one year of experience in providing family support services or related services.
• CPR / First Aid Certification required or able to obtain it.

Responsibilities

• Welcome, register and acquaint residents to the House; assist with check in/out and assign rooms.
• Resolve family concerns with active listening and problem-solving to ensure satisfactory outcomes.
• Act as primary contact for facility operations and coordinate with House and Family Room teams.
• Maintain security and report issues.
• Ensure high standards of cleanliness and disinfecting during shifts.
• Engage volunteers and maintain relationships with stakeholders to support a safe environment.
• Prepare administrative reports and maintain family records and databases.

Skills

Customer service

Communication

Teamwork

Multitasking

Discretion

Problem solving

Education

High school diploma

Tools

Microsoft Office

Job description

Overnight rotating shifts 8pm – 8am, including evenings & weekends and statutory holidays

Reporting to the Overnight Manager, Family Services the Overnight Family Services Coordinator is the first line of communication with the Guest Families 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. This role assists in resolving complex and sometimes escalated family situations, remaining calm and professional while diffusing tension to maintain a positive experience for all families onsite. This 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 successful candidate will work rotational shifts of 8:00pm to 8:00am, for a total of 77 hours on a bi-weekly schedule at both the House and in our Family Rooms at SickKids. This is an awake position.

The recurring schedule for this position follows a rotating pattern: 2 days on, 2 days off, 3 days on, 2 days off, 2 days on, 3 days off. The 3-day shift always falls on the weekend (Friday, Saturday, Sunday), therefore this position would work every other weekend.

The Organization

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 accepting applications for future Overnight Family Services Coordinator opportunities in Toronto.

KEY ACCOUNTABILITIES:

• Welcome, register and acquaint residents to the House. Assist with family check in/out. Ensure readiness of rooms and assign rooms to accommodate residents while assessing priorities of resident's needs. Assist families with support needs and special requests as required.
• Navigate and resolve family concerns and issues by listening actively, empathizing, and utilizing effective problem-solving skills to ensure a satisfactory outcome.
• Act as the primary contact for the facility operations (Ronald McDonald Toronto House or Family Room 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.
• Manage all aspects of security (property and persons) and report any related issues or concerns.
• Ability to maintain and foster high standard of facility cleanliness & disinfecting throughout your shift
• 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.
• Understand the different needs for each location (the House and Family Room at Sick Kids) and 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, background checks, preparation for meetings, creating and distributing communication materials, etc.
• Assist with housekeeping and maintenance duties and various events and meeting set‑up and execution.
• Participate in special projects and other duties, as required.

QUALIFICATIONS:

Education & Experience

• High school diploma.
• Minimum one (1) years’ experience in providing family support services or related services.
• Experience working in healthcare, with vulnerable populations or not-for-profit organization is an asset.
• CPR / First Aid Certification is required for this role. We can help you obtain it if you do not have it.
• Experience in volunteer management is an asset.

Knowledge, Skills & Abilities

• Strong customer service skills and experience working with families, hospital stakeholders and volunteers.
• Exemplary collaboration and interpersonal skills with a demonstrated ability to develop and maintain relationships. Ability to work effectively within a team, as well as independently.
• Excellent communication (verbal / written) and listening skills.
• Detail-oriented and able to prioritize, multi-task and meet deadlines.
• Strong organizational skills, with the ability to manage multiple deliverables in a time‑sensitive environment and adapt to frequently changing priorities.
• Working knowledge in technology including Microsoft Office and other databases.
• Ability to manage sensitive situations with excellent judgment, compassion, and discretion.
• Demonstrated ability to flourish in environments of significant change.
• Ability to demonstrate and maintain consistency towards a high standard of exceptional service delivery.
• Demonstrates strong professional conduct & work ethic.
• Exhibits reliability, accountability & attention to detail.

What We Offer:

• Impact: Your role directly contributes to the comfort and well‑being of families during some of their toughest times
• Professional Growth: Gain valuable experience in customer service, volunteer management, and family support in a non‑profit healthcare setting.
• Supportive Environment: Access to our Employee & Family Assistance Program, as well as a network of caring colleagues dedicated to making a difference.
• Competitive Compensation and Benefits: Earn a salary ranging from $23.85 – $29.81 per hour ($47,747 - $59,679 annually), group health and dental benefits, access to paid Wellness Days as well as additional paid Religious Leave days, RRSP eligibility.

REQUIREMENTS:

Completion of satisfactory reference check and background check.

This posting is intended to build a candidate pool for future opportunities within the organization. Applications will be considered as opportunities become available. We appreciate your interest in joining our team; however, only candidates selected for next steps will be contacted.

We do not use artificial intelligence (AI) or automated decision‑making tools to screen, assess, or select candidates.

Ronald McDonald House Toronto is an Equal Opportunity Employer.

Ronald McDonald House Toronto is committed to equity, diversity, and inclusion in the workplace. As an equal opportunity employer, we are dedicated to building a qualified workforce that reflects the diverse communities and families we serve, and to fostering an inclusive, accessible, and respectful environment where all individuals feel valued, supported, and have equitable opportunities to succeed.

When contacted for a job opportunity, please advise the People and Culture team of any accommodation needed in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code to ensure you have access to an equitable process. We request that you provide your accommodation request as soon as reasonably practicable. Any information received relating to accommodation will be addressed confidentially.