Overnight Family Services Coordinator

←Back to all jobs at Ronald McDonald House Toronto

Overnight Family Services Coordinator

-

-

-

Overnight Family Services Coordinator – Awake position

Full-Time, Permanent

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

Toronto, Ontario (240 McCaul
Street)

SickKids Hospital, 170
Elizabeth Street, Toronto

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 looking an Overnight Family Services Coordinator to join our team in Toronto.

About the Opportunity

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.

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 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.

• Excellent troubleshooting &

conflict resolution skills.

• 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), RRSP contribution, group health and dental benefits, coverage for mental health, paramedical services and much more.

• Access to paid Wellness

Days.

REQUIREMENTS:

• Completion

of satisfactory reference check and background check (VSS).

If you're looking to make a difference every day in the lives of
children and families, submit your application today!

Please note that only those candidates selected for an interview will be contacted.

This posting is for an active vacancy that the organization is currently seeking to fill.

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.

Please visit our careers page to see more job opportunities.