Family Services Manager

Ronald McDonald House Charities® of St. Louis

KEEPING FAMILIES CLOSE

The mission of Ronald McDonald House Charities of St. Louis is to provide comfort, care and a home-away-from-home for families of seriously ill children. Our objective is to enable families to practice family-centered care by providing them with all of the basic comforts of home.

Ronald McDonald House Charities of St. Louis has a full-time Family Services Manager position open.  This position is part of a mission-focused team of professionals providing compassion and hospitality to families with seriously ill children.

This position is responsible for daily House Operations, Guest Services and Management of the Grove Ronald McDonald House with 72 rooms. This position works with the other Family Services Managers to provide consistent quality programs for all locations and to provide 24/7 staff and management to all Houses including on-call management responsibilities. This position oversees the background checking process for the guest families for both Ronald McDonald Houses in St. Louis.

As part of the RMHC management, the position collaborates with the leadership team to achieve position and organizational goals in support of the RMHC mission and Core Values.

Supervisory Responsibilities: This position directly supervises staff positions: Assistant Family Services Manager, Family Care Specialist, Guest Service Staff, Housekeepers, interns, and volunteers.

Weekly Schedule

• Daily 9:00am – 5:00pm shifts, with one evening 2:00pm-10:00pm shift weekly
• One weekend every five weeks

Basic Qualifications

• Relevant and significant experience
• Minimum of 2 years’ experience in supervising people and programs
• Ability to handle emergency situations
• Experience in working with families, volunteers, customers, or general public
• Strong interpersonal, teamwork, training and small group presentation skills
• Experience in spreadsheets, word processing, and statistical reports
• Ability to manage multiple projects
• Experience in MS Office preferred
• Experience in planning, budgets, facilities, and database management is a plus

Essential Functions

• Family Program/Guest Services
  • Oversees and directs all guest family services provided at the Grove House
  • Promotes an atmosphere of support, warmth, understanding and open communication with guest families, volunteers, and staff
  • Oversees and directs guest family issues as they arise, in a discreet and appropriate manner, to minimize their impact in the House
  • Acts as liaison with guest family referral sources
  • Oversees and directs room reservations for Grove
  • Implements policies and procedures
  • Works with Family Services Management team to generate program statistical reporting
• House Operations
  • Oversees and directs daily operation of the Grove House
  • Manages 24/7 coverage of House
  • Acts as liaison and collaborates with partner hospitals and departments
  • Daily oversight of the guest family database
  • Manages and oversees facilities including safety and security, inventory, general maintenance, and décor
  • Oversees guest family background check process for the 2 Houses
• Management
  • Works with Family Services Management team to hire Guest Service Staff
  • Directly manages Guest Service Staff
  • Schedules and supervises volunteers
  • Provides specific orientation/training and supervision to volunteers and Guest Service Staff as appropriate
  • Manages RMHC Meals from the Heart Program process at the Grove House
  • Directs and oversees Grove House Service Groups
• Responds to emergency situations occurring in the House
• Takes on-call responsibility as scheduled or as needed
• Manages assigned annual budgets
• Works with assigned committees
• Regular and reliable attendance

Nonessential Functions

• Assists with special projects, as requested
• Other duties as assigned

Competencies

• Building Effective Teams
• Customer Focus
• Dealing with Paradox
• Interpersonal Savvy
• Managing Through Systems

Physical Demands

Must be able to concentrate and remain focused while handling multiple tasks, responsibilities and projects.  Must be able to perform bending, twisting, stooping, reaching and lifting of moderate to heavy weight material up to 25 lbs.  Must be able to frequently climb stairs, including up to 4 flights, and frequently walk distances up to approximately 80 yards.  Must be able to travel between RMH locations as needed.

Working Conditions

This job operates in a professional work environment.

Please visit https://rmhcstl.org/about/careers-internships/ to apply directly to this posting.