Family Services Associate - evening

Ronald McDonald House New Mexico; Albuquerque (NM); On-site; USD 42,000 - 60,000; Full time

Job summary

Ronald McDonald House New Mexico invites applications for a Family Services Associate to foster a hospitable environment for families and volunteers. The role emphasizes policy adherence, guest support, and comprehensive House operations during shifts.

Responsibilities include guest registration, orientations, safety briefings, meal preparation, and coordinating with volunteers. You will maintain confidentiality, handle inquiries, and help sustain a clean, welcoming facility for families in need.

Qualifications

• Focus on creating a hospitable environment for families and volunteers.
• Ability to enforce house policies with fairness and consistency.
• Strong customer service mindset and helpful demeanor with guests.
• Excellent communication skills for front-desk and donor interactions.
• Capable of handling multiple tasks with minimal supervision.

Responsibilities

• Take referrals, register guests, collect room donations, and instruct guests in use of the House.
• Provide House orientations and review guidelines and policies with guests.
• Maintain a high profile in the House so families know staff are on duty.
• Handle all incoming phone calls.
• Prepare dinner for guests (45-65 people).
• Ensure kitchen is cleaned and food stored per safety guidelines.
• Perform routine House chores and keep facility clean and stocked.
• Clean and set up rooms after check-outs.
• Advise guests on House rules and document actions taken.
• Assist guests with requests and maintain supportive interactions.
• Work with families and volunteers to keep House neat and clean.
• Accept donations and record according to procedures.
• Supervise scheduled volunteer activities.
• Transmit information to House Manager.
• Document guest-related emergencies and follow up actions.

Skills

Hospitality

Policy enforcement

Customer service

Communication

Data entry

Multitasking

Confidentiality

Teamwork

Tools

Microsoft Office

Outlook

Teams

Job description

The Family Services Associate is responsible for creating an atmosphere of hospitality for families and volunteers. They maintain a compassionate presence while enforcing policy adherence. They are responsible for all House operations while on duty.

Primary duties & responsibilities:

• Take referrals, register guests, collect room donations, and instruct guests in use of the House.
• Provide House orientations, review guidelines and policies, and ensure safety procedures are presented to each family. This includes touring new guests throughout the facility.
• Maintain a high profile in the House so families are aware a staff person is on duty.
• Handle all incoming phone calls.
• Prepare dinner for all guests staying at the House (45-65 people).
• Ensure kitchen is cleaned, all food is put away each night and discard food per food safety guidelines.
• Perform routine House chores to ensure facility is clean, properly maintained, and well-stocked.
• Clean and set up rooms after check outs.
• Advise guests of House rules and following through with enforcement of these rules. Provide written documentation of House activities including what follow-up action was taken.
• Assist guests with various requests and needs in a supportive and friendly manner throughout the guests’ entire stay at the Ronald McDonald House.
• Work with families and volunteers to keep House neat and clean.
• Accept in-kind and monetary donations and record according to procedures.
• Supervise House volunteer activities that have been scheduled.
• Transmit pertinent information to House Manager.
• Complete Exceed Data Entry as necessary.
• Respond quickly and appropriately to all guest-related emergencies and document accordingly.
• Advise House Manager/Chief Programs Officer of any issues with guests as necessary and document accordingly.
• Maintain positive and cooperative relationships with all staff, volunteers, donors and stakeholders.
• Respect the privacy and the confidentiality of all guests and agency information.
• In all instances, serves as an ambassador for the Ronald McDonald House New Mexico, appropriately communicating the mission and purpose of the organization.
• Demonstrate respect for diverse cultures and ability to work and interact with all types of people.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities

• Confidence to enforce house policies.
• Exhibit fairness and consistent application of and adherence to House rules.
• Maintain confidentiality.
• Effective problem-solving and decision-making skills.
• Able to manage multiple tasks concurrently, and work with minimum supervision.
• Interact effectively with other staff while not face-to-face.
• Knowledge of general office procedures and capable of working office equipment.
• Proficiency in Microsoft Office computer programs including Outlook and Teams
• Essential physical functions: perform physical tasks usually associated with custodial, maintenance and managing inventories; negotiate stairs.