Family Services Manager

Ronald McDonald House Chicago; Oak Lawn (IL); On-site; USD 54,000 - 60,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Life insurance

Short-term and long-term disability

401(k) with employer matching

PTO

Annual bonus up to 5%

Job summary

Ronald McDonald House Chicagoland and Northwest Indiana is seeking a dedicated Program Manager to oversee the Ronald McDonald House near Advocate Children’s Hospital. The role includes supervising coordinators and volunteers, ensuring warm family service, and coordinating daily occupancy and events.

Responsibilities include liaising with hospital teams, processing referrals, maintaining inventory, and providing donor stewardship.

Qualifications

• Bachelor’s degree required, preferably in social work, psychology, non-profit management, or related field.
• 2 years of relevant experience required, preferably in the delivery of family-centered program services.
• Spanish language skills highly desired.

Responsibilities

• Execute defined policies and procedures for the program managed.
• Engage with hospital social work and care coordination to optimize access and address family care needs.
• Act as hospital liaison to process referrals and reservations.
• Explain program policies and procedures to guests and referral partners.
• Provide information and direct families to resources and services.
• Perform rounds to maintain relationships with families and identify needs.
• Manage daily room occupancy strategy to serve as many families as possible.
• Assist with program statistics by inputting occupancy records.
• Track donations and provide donor stewardship.
• Respond to emergencies and resolve conflicts.
• Lead welcoming and orientation of guest families; complete paperwork.
• Recruit, train, and schedule House Volunteers with Community Engagement.
• Manage and enroll volunteers for meal provision, guest welcome, housekeeping, and other tasks.
• Coordinate calendar of events, menus, and inventory with staff.
• In absence of meal volunteers, perform food service while managing budget and inventory.
• Organize onsite guest-centric digital signage to communicate daily information.
• Welcome guests, provide tours, and share charity information with prospective supporters.
• Attend community events to raise awareness and recruit volunteers.
• Know security systems and policies for building safety.

Skills

Self-starter

Multitasking

Effective communication

Detail-oriented

Staff coordination

Volunteer management

Education

Bachelor’s degree

Tools

Raiser’s Edge

Job description

We exist so families can get better together. Each night, we keep 181 families close to the care and resources they need through six area Ronald McDonald Houses® and four Ronald McDonald Family Rooms®. Enabling families to stay close to their hospitalized child supports the health and well-being of the child and saves families more than $10 million in hotel and food costs each year. We also operate the Ronald McDonald Care Mobile® program, providing medical care to children in underserved areas. Ronald McDonald House Chicagoland & Northwest Indiana is an independent not-for-profit 501(c)(3) organization.

This position is responsible for managing the effective operation of the Ronald McDonald House near Advocate Children's Hospital. Direct reports include Coordinators, as well as overseeing volunteers. Managers are responsible for supporting daily family care needs, maximizing family occupancy, engaging volunteers in daily tasks and welcoming family guests and visitors. They promote an atmosphere of warmth and support for families served.

The rate of pay for this position is $26 - $29 an hour. It is also benefit eligible; see more information below.

Schedule

Monday-Friday, 8am-4:30pm

Essential Job Functions

• Execute defined policies and procedures for the program managed.
• Engage regularly with hospital social work and care coordination team to ensure optimization of program access and evolving family care needs.
• Act as hospital liaison to process referrals/reservations.
• Explain/clarify program policies and procedures to guests and referral partners.
• Provide and assist families with information, directing them to resources, activities, or services they may need.
• Perform regular rounds to maintain relationships with families and identify support and/or maintenance needs.
• Manage overall daily strategy of room occupancies, with intention of providing service to as many families as possible.
• Assist with program statistics management by inputting daily occupancy records.
• Track financial and in-kind donations, paying attention to details and provide excellent donor stewardship.
• Respond to emergency situations, regarding urgent needs, such as unplanned family arrivals, medical emergencies for guests or conflicts requiring law enforcement.
• Encourage adherence to programs guidelines and manage solutions/resolutions as needed.
• Complete Incident Reports and submit to supervisor within 24 hours of occurrence. Apprise other staff members of any additional unusual incidents.
• Distribute family surveys to assess satisfaction, learning and growth areas to improve service delivery.
• Lead process of welcoming and orienting guest families. Complete all necessary paperwork.
• Work with Community Engagement team in recruiting, training, and scheduling House Volunteers.
• Manage, engage and enroll volunteers to execute essential program support functions such as meal provision, guest welcome, housekeeping, or other essential tasks/assignments that may arise
• Work in partnership with other Program staff to ensure updated and accurate calendar of events, daily menus and supply inventory.
• In the absence of scheduled meal volunteers, execute food service operations for the day, keeping in mind budget, variety, and current inventory.
• Organize and execute all onsite guest centric digital signage used as a vehicle to communicate daily information and activities.
• Welcome family guests and visitors to the program site, frequently providing tours and charity information to prospective supporters.
• Attend community events, as needed, providing volunteer information to prospective volunteers.
• Be knowledgeable of the program location security system and features (i.e. key activation, camera operation, etc.) as well as all policies and procedures related to building safety, security, and emergency processes.
• Manage, monitor, and maintain current inventory levels; provide purchase requests as required; track and order inventory and investigate discrepancies as they arise.
• Responsible for supervision of staff including coaching meetings, providing meaningful feedback, approving timecards, staff development and training, and contribution plans.

Education And Experience

• Bachelor’s degree required, preferably in social work, psychology, non-profit management, or related field.
• 2 years of relevant experience required, preferably in the delivery of family-centered program services.
• Spanish language skills highly desired.

Knowledge, Skills, And Abilities

• Must be a self-starter with the ability to multitask and function efficiently and effectively under pressure.
• Goal oriented and passionate about continuous improvement
• Ability to think proactively and respond appropriately.
• Ability to establish and maintain effective relationships with staff, employees, and the public; ability to represent the charity effectively both verbally and in written form.
• Ability to train others to set standards of organization.
• Responsible and organized.
• Experience managing multiple projects concurrently, demonstrating a sense of urgency, results orientated and meets deadlines.
• Effective communication, writing and grammar skills, paying great attention to detail.
• Proficient with computer database, word processing and publishing programs. Experience using Raiser’s Edge software helpful.
• Compassionate and caring individual, aligned to our mission and standard of care.
• Keen attention to maintaining a clean, safe, and welcoming work/program services delivery environment.

Work Environment And Physical Abilities

• Exposed to moderate noise levels.
• Frequent interruptions, ability to multitask key.
• Regular and predictable attendance is required.
• Must be available to work irregular hours, shifts, weekends, holidays as needed.
• Basic office work, as well as the physical ability to perform all household tasks as needed (i.e. cleaning, making beds, laundry, etc.)
• Light sedentary office work. Frequently required to sit.
• Must be willing and able to between necessary locations using personal vehicle or alternative.
• While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel; talk or hear.
• Must be capable of carrying 35 lbs, with or without accommodation.

This FT Position Is Eligible For The Following Benefits

• Medical, Dental, Vision
• Basic Life, Short-term, and long-term disability, voluntary employee/spouse/child life insurance
• Flexible Spending, Dependent Care, and Commuter Benefit Accounts
• Employee Assistance Program
• 401(k) with employer matching
• PTO
• This position is annual bonus eligible with a bonus rate of up to 5%

At Ronald McDonald House Chicagoland and Northwest Indiana, we believe in diversity, equity, and inclusion in the workplace, and we welcome and will consider applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Ronald McDonald House Chicagoland and Northwest Indiana provides reasonable accommodation to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their job. If you need assistance accessing or reading this job posting or otherwise feel you need accommodation during the application or hiring process, please contact [e-mail]. Reasonable accommodations will be determined on a case-by-case basis.