Family Services Manager - Overnight, South Region

We exist so families can get better together. Each night, we keep 181 families close to the care and resources they need through six area Ronald McDonald Houses® and four Ronald McDonald Family Rooms®. Enabling families to stay close to their hospitalized child supports the health and well-being of the child and saves families more than $10 million in hotel and food costs each year. We also operate the Ronald McDonald Care Mobile® program, providing medical care to children in underserved areas. RMHC-CNI is an independent not-for-profit 501(c)(3) organization.

This position is responsible for managing the effective operation of the Ronald McDonald House or Family Room program. Direct reports might include Coordinators or Specialists as well as overseeing volunteers. Managers are responsible for supporting daily family care needs, maximizing family occupancy, engaging volunteers in daily tasks and welcoming family guests and visitors. They promote an atmosphere of warmth and support for families served.

Typical Schedule:

• Sunday: overnight at Ronald McDonald House near University of Chicago Comer Children's Hospital 
• Monday, Tuesday, and Wednesday: 1 overnight at Ronald McDonald House near University of Chicago Comer Children's Hospital , 1 overnight at Ronald McDonald House near Advocate Children's Hospital in Oak Lawn, and 1 night off
• Thursday: overnight at Ronald McDonald House near Advocate Children's Hospital in Oak Lawn

Flexibility given and required for PTO coverage. Overnight Manager is responsible for region-wide coverage and supervision of Overnight Coordinators regardless of their location. 

Essential Job Functions

• Execute defined policies and procedures for the program managed.
• Engage regularly with hospital social work and care coordination team to ensure optimization of program access and evolving family care needs.
• Act as hospital liaison to process referrals/reservations.
• Explain/clarify program policies and procedures to guests and referral partners.
• Provide and assist families with information, directing them to resources, activities, or services they may need.
• Perform regular rounds to maintain relationships with families and identify support and/or maintenance needs.
• Manage overall daily strategy of room occupancies, with intention of providing service to as many families as possible.
• Assist with program statistics management by inputting daily occupancy records.
• Track financial and in-kind donations, paying attention to details and provide excellent donor stewardship.
• Respond to emergency situations, regarding urgent needs, such as unplanned family arrivals, medical emergencies for guests or conflicts requiring law enforcement.
• Encourage adherence to programs guidelines and manage solutions/resolutions as needed.
• Complete Incident Reports and submit to supervisor within 24 hours of occurrence. Apprise other staff members of any additional unusual incidents.
• Distribute family surveys to assess satisfaction, learning and growth areas to improve service delivery.
• Lead process of welcoming and orienting guest families. Complete all necessary paperwork.
• Work with Community Engagement team in recruiting, training, and scheduling House Volunteers.
• Manage, engage and enroll volunteers to execute essential program support functions such as meal provision, guest welcome, housekeeping, or other essential tasks/as