Family Services Assistant Manager

Job Title: Family Services Assistant Manager

Job Type: Full Time

FLSA Status: Non-Exempt

Schedule: Weekdays, Rotating Schedule 9:30 -5:30 and 8:30 to 4:30

Job Overview: The Family Services Assistant Manager works closely with the Ronald McDonald Family Services Manager to maintain guest relations and daily operations of the Ronald McDonald House. The Family Services Assistant Manager applies operations guidelines including determining eligibility, working with hospital staff to assign overnight accommodations, family registration and management of complexities of families receiving treatment locally for their critically and/or chronically ill children.

Responsibilities & Duties:

• Provides daily support to the Family Services Manager and families.

• Responsible for the safety, security, and well-being of guest families. Performs regular rounds to identify maintenance needs.

• Registers/Check-out families and provides house orientation including house rules, policies, services, and a tour.

• Maintains visible presence during shift and enforces House rules and polices. With guidance from Family Services Manager can intervene with families, when necessary, in an appropriate manner to resolve any issues or conflicts with RMHC rules or policy. Can calmly handle and ask families to leave who cannot abide by the Code of Conduct

• Ability to clearly relay our daily needs, rules, eligibility requirements and general information about the organization to medical personal and families.

• Assist Family Services Manager with daily recording accurate documentation of daily waitlists, guest lists, occupancy report, room donations and communication logs. Oversees referrals, room assignments, check in and check out procedures.

• Daily housekeeping duties to assure cleanliness of the house. Ensures vacated rooms are clean and set up for the next available family as well as launder dirty linen.

• In the absence of the Family Services Manager the ability to handle emergencies that may occur during their shift (i.e., fire, power outage etc.

• Assists Family Service Manager with directing volunteers as they facilitate family planned activities including assigning and directing community service volunteers.

• Carries out administrative duties such as answering phones, filing, typing, copying, scanning sorts, data entry, billing and distributes mail. Handles donations monetary and non-monetary.

• Responsible for cleaning, restocking supplies, maintaining kitchen, organizing pantries and other duties as assigned. Keeps inventory of supplies and materials as well as submit order requests as needed.

• Records and sorts any donations that are received.

• Informs Facility Manager of all anticipated major repairs and maintains a repair log.

• Assist Family Services Manager in supervising, training Family Services Associates

• Informs Director of Operations of guest situations and problems in a timely manner.

• Attends and participate in scheduled staff meetings and other meetings as needed.

• Assists Family Services Manager with billing for overnight families.

• Collaborates with Director of Operations and Director of Marketing Development to support marketing needs to include collection of family stories, photos, and assist with special events.

Education level: High School Diploma and prefer one year certificate from college or technical school.

Specific Skills

• Strong customer relationship skills

• Demonstrated competence in Microsoft Office

• Writes clearly and informatively; Edits work for spelling and grammar; Able to read and interpret written information

• Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions

• Excellent verbal skills

• Bilingual capability (English/Spanish) is advantageous, but not required

Experience: At least 1-3 years of experience in customer facing and/or customer relations role. At least 1 years’ experience supervising others.

Other Requirements:

• Must be available and willing to travel to various locations and with such frequency as the business need dictates. Must be willing to work nights, weekends and holidays as required to meet business needs.

• Successfully pass local, state, and national Criminal Background Check

• Pass a Drug Test

• The Family Services Assistant Manager must be dependable, trustworthy and conduct him/herself at all times in a manner that reflects positively to this organization.

Licenses/Certifications: NA

Physical Demands

• Sits at desk 20-30% of the day. Significant physical activity at other times. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear and taste or smell.

• Near visual acuity essential for reading. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus.

• Hearing and speaking essential for communication.

• Able to lift and transport up to 50 pounds.

• Physically able to climb stairs and perform small maintenance tasks as needed.

Reports To: Family Services Manager

Supervises: In the absence of the Family Services Manager supervises Family Services Associates

Disclaimer: Nothing in the job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time, for any reason