Manager, Family Services

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Manager, Family Services

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Manager, Family Services

Full-Time, On-Site

Tuesday to Saturday 10:00am- 6:00pm

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 for a Manager, Family Servicesto join our growing team at located at 240 McCaul St., Toronto.

The Role

Reporting
to the Director, Family Services, the Manager, Family Services is
responsible for the day-to-day operational management of family
admissions, accommodations, and support services at Ronald McDonald House
Toronto. The Manager is accountable for ensuring the safe, efficient, and
consistent delivery of high-quality, family-centred services through
effective leadership of the Family Services team, sound operational
decision-making, and collaboration with hospital and internal partners. The
Manager monitors operational performance, addresses day-to-day issues
and escalations, and implements departmental priorities while escalating
strategic, organizational, or high-risk matters to the Director
as appropriate. This position is expected to be onsite with a
schedule Tuesday to Saturday 10:00am - 6:00pm.

Key Responsibilities Include

Team Leadership & People Management

• Lead, coach, and develop a high-performing Family Services team of

20+ full-time and part-time employees through performance management,
mentoring, and professional development.

• Oversee staffing, scheduling, and workforce planning to ensure

effective 24/7 operations and service delivery.

• Provide leadership and guidance in managing complex family

situations, conflict resolution, and crisis response.

• Foster a collaborative, accountable, and inclusive team culture

that reflects Ronald McDonald House Toronto's mission and values.

Day to day & Operational Leadership

• Lead the continuous improvement of Family Services policies,

procedures, and service standards to enhance operational excellence and
the family experience.

• Monitor service metrics, utilization, and satisfaction data

to identify trends, measure performance, and drive continuous
improvement.

• Prepare and present monthly, quarterly, and annual operational

reports and key performance metrics.

• Identify operational risks, ensure compliance with

organizational standards, and recommend effective solutions.

Relationship Management & Collaboration

• Build and maintain strong partnerships with hospital

teams and community stakeholders to support referrals, admissions, and
family services.

• Collaborate

with internal departments to ensure seamless, coordinated service delivery
and achievement of organizational goals.

• Participate

in IPAC, Community of Practice and Canadian
Chapter Ronald McDonald House meetings to share best practices
and support continuous improvement across Family
Services operations.

• Provide

rotating on-call leadership support for the House and Family Rooms,
ensuring consistent operational oversight.

Family Experience & Service Excellence

• Ensure families receive compassionate, trauma-informed, and

inclusive support throughout their stay.

• Oversee admissions processes and documentation, ensuring compliance

with House policies and identifying opportunities for
improvement.

• Support the resolution of family concerns and complex situations

while escalating issues appropriately.

• Assist with family programming, special events, and

initiatives that enhance the overall family experience.

• Perform other duties, as required.

QUALIFICATIONS

Ronald
McDonald House Toronto understands that for any role, it’s possible that no one
person will possess all of the desired qualifications. The following is an
outline of the qualifications we believe are important to bring to the position
and/or develop while in the role.

About You

You are a compassionate and driven leader who
thrives in a fast-paced, mission-driven environment. You balance strong
operational oversight with a hands-on, people-first approach, bringing out the
best in your team while ensuring exceptional service delivery for
families.

Education & Experience

• College

diploma in Social Services or Social Work or related field; bachelor’s
degree preferred. Food Safety certification. CPR / First Aid
certification.

• Minimum

three (3) years’ experience in a leadership role providing family support
services or related services. Experience working in a
healthcare or not-for-profit organization is an asset.

• Experience leading and scheduling teams in a 24/7 environment,

including on-call responsibilities, while supporting individuals and
families through crisis and other highly sensitive or
emotionally complex situations.

• Overall

experience working in family support services, hospitality, or customer
services environments estimated at 5+ years.

Requirements, Knowledge, Skills & Abilities

• Strong leadership, coaching, and team development skills, with

proven success in managing resources, daily staff allocation, staffing,
and performance in a fast-paced, 24/7 environment.

• Excellent verbal and written communication, interpersonal, and

customer service skills, with the ability to effectively present
information, communicate complex concepts, and support families and staff
with empathy, professionalism, and sound judgment during crisis
situations.

• Strong analytical, organizational, and problem-solving abilities,

with experience managing multiple priorities and making effective
decisions under pressure.

• Proficiency with

Microsoft Office, databases, and Computerized Maintenance Management
Systems (CMMS), along with knowledge of healthcare trends, medical
terminology, family support environments, emergency response
procedures, and the flexibility to work evenings and occasional weekends

The successful candidate will need to undergo a successful
reference check, a satisfactory background check and immunization process as
per hospital policies.

What We Offer

At Ronald McDonald House Toronto, you’re
not just taking on a job; you’re becoming part of a mission that makes a
tangible difference every day. As Manager, Family Services, you'll
play a key role in helping families feel at home when they need it most. You’ll
have the opportunity to work with compassionate people, enhance your skill set,
and contribute to a life-changing cause.

In addition to meaningful work that
supports families during critical moments, we offer:

• Impact: Your role directly contributes to the comfort and well-being of families during some of their toughest times.
• Supportive Environment:Access to our Employee & Family Assistances Program, as well as a network of caring colleagues dedicated to making a difference.
• Competitive total rewards package including a hiring salary range of $83,806– $105,000, RRSP contribution, group health and dental benefits, coverage for mental health, paramedical services and much more.
• Access to paid

Wellness Days.

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

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.

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