Assistant Manager, Hope Lodge

At the American Cancer Society, we're leading the fight for a world without cancer. Our employees and 1.5 million volunteers are raising the bar every single day. We actively seek candidates from diverse backgrounds including communities of color, the LGBTQ community, veterans, and people with disabilities. The greater the diversity of our people, the better we can serve our communities.

The people who work at the American Cancer Society focus their diverse talents on our lifesaving mission. It is a calling. And the people who answer it are fulfilled.

The schedule for this role is 10am - 6:30pm Monday - Friday, and does require on-call flexibility for nights and weekends. This role is fully benefits eligible.

Manages operations of a Hope Lodge, a free hospitality house for cancer patients undergoing active outpatient cancer treatment and their caregivers. Ensures all policies and procedures for both Hope Lodge operations and general American Cancer Society are followed. Supervises a staff team covering evenings and overnights to ensure safe operation of a Hope Lodge operating 24/7/365. Implements constituent relationship management principles as standard business practice. Partners with area hospitals, clinics and health systems in establishing and maintaining guest referrals. Collaborates with ACS staff to ensure financial and volunteer support of the lodge.

MAJOR RESPONSIBILITIES:

• Manages staff, volunteers and vendors to deliver Hope Lodge services and provide guests access to cancer treatment in accordance with ACS policy and protocols.
• Directly supervises evening and overnight staff. Serves as site lead staffer for Hope Lodge in absence of Senior Manager.
• Ensures all guest interactions and processes including referrals, screening, check-in, orientation, stay, and check-out are handled in strict adherence to Hope Lodge Operations policies.
• Communicates with healthcare workers and referral sources including conducting health care worker orientations and Hope Lodge promotion with referring partners.
• Aides Senior Manager in working with Facilities Management staff and vendors to secure and maintain the Lodge property.
• Ensures timely and accurate reporting including ensuring data is entered into applicable software and systems (HMS, Salesforce, Marketplace, Concur, ADP, etc.).
• Ensures timely completion of all required American Cancer Society trainings and compliance courses for self and staff team.
• Performs any and all necessary responsibilities in the absence of staff or volunteers, including guest transportation, and ensures Hope Lodge is staffed at all times 24/7/365; fulfilling this responsibility may require unplanned/unscheduled time at the Lodge.
• Oversees recruitment, training, retention and utilization of volunteers in an appropriate manner to support Hope Lodge program delivery.
• May serve as a spokesperson for the Hope Lodge to actively promote community relations and awareness of Hope Lodge activities including tours for civic, community and health care groups.
• Identifies development opportunities with Hope Lodge guests and community leaders that interact with Hope Lodge; assists with solicitation when appropriate.
• Performs other duties as assigned.

FORMAL KNOWLEDGE

• Bachelor's degree in business administration, non-profit management, public health, hotel/hospitality, social work or a related field or an equivalent combination of education and experience.
• Four years of progressively responsible professional experience with at least two years of direct supervision of staff.
• Receiving the COVID-19 vaccination is an essential function of this position and is necessary to ensure the health and safety of our guests who are undergoing cancer treatment.
• ACS also will require employees to follow guidelines established by the organization with respect to the COVID-19 virus that may include, but is not limited to, wearing a mask, testing, washing hands, social distancing, etc.
• Hope Lodge employees are expected to remain up-to-date with all adult vaccinations as recommended by the Centers for Disease Control and Prevention (CDC).

OTHER SKILLS

• Excellent communication, customer service, analytic, computer and consulting skills.
• Advanced skills in administration, management and conflict resolution.
• Ability to work independently and with minimum direction.
• Experience leading a team including part-time employees working alone outside of normal business hours to ensure 24/7/365 staff coverage.
• Remains calm even under highly stressful situations.

SPECIALIZED TRAINING OR KNOWLEDGE

• Knowledge of ACS mission, and complete understanding of Hope Loge operations, strategy and program purpose is required.
• Proven ability