Family Room Manager

Job Title: Family Room Manager

Department: Operations

Reports to: Vice President, Mission Services

Status: Full-Time Salaried (Exempt)

Overview:

Ronald McDonald House Charites® of Eastern Wisconsin, Inc. (RMHC) is a premiere Wisconsin nonprofit established to keep families together and promote the health and well-being of children. RMHC is committed to the core values of communication, creating connections, community, and compassionate care for those we serve, those we work with, and those we inspire. Each member of our team demonstrates these core values and is focused on our mission and the families we serve.

The Ronald McDonald Family Room, located in the Ladish Co. Foundation Center on Roger’s Behavioral Health (RBH) campus, provides family members and other caregivers a safe and comfortable place outside of the hospital environment where they can relax, prepare a meal, have a snack, or even take a nap while coping with the emotional demands of having a child in the hospital.

Job Description:

The Family Room Manager (Manager) is responsible for the daily operation of the Family Room in Oconomowoc and will report to the Vice President, Mission Services (VP).  Although primarily working within the Family Room, Manager will periodically work from the Ronald McDonald House and be an integral part of the RMHC team, working closely with the Mission Services team.

Family Room Operations and Program Management

• Provide exceptional customer service and support guest families while maintaining professional boundaries
• Ensure Family Room guidelines are followed and policies are enforced, updating as needed
• Oversee all activities related to serving Family Room guests including check-ins, tours, assisting guest family’s needs, and addressing any situations that arise
• Complete accurate reporting and documentation for guests and overall program
• Respond to maintenance and facility needs; implementing a plan of action to resolve issues
• Oversee budget and expenditures of the Family Room
• Lead Family Room programming such as Field Trips and Meals from the Heart
• Liaison between RMHC and RBH staff, maintaining ongoing communication
• Manage all Family Room internal and external communication,
• Audit Family Room inventory and document Wish List needs
• Schedule and lead Family Room tours, as requested
• Collaborate with Mission Services team on projects that enhance the guest experience
• Establish a Family Resource program to support the continuum of care for all families staying at RMHC
  • Collaborate with the Family Services team to collect and utilize family survey data to determine the guest’s needs
  • Identify & prioritize resources to support the needs
  • Build a sustainable program to monitor, distribute, and replenish resources
  • Enhance our RMHC App with resource information & forms
  • Collect data and evaluate program effectiveness

Staff and Volunteer Management

• Responsible for scheduling and maintaining Family Room Team coverage, including all planned and unplanned time off. Providing support when gaps in coverage occur
• Lead, mentor and provide necessary training for part-time Family Room staff
• Recruit, interview, train, and manage Family Room volunteers
• Collect and record Family Room volunteer activity in Exceed! and Volgistics
• Collaborate with Volunteer Services team regarding Family Room volunteer updates
• Oversee daily volunteer job duties and ensure they are completed
• Help to create a positive culture through regular team meetings, training and development

Qualifications:

Candidates should have passion for the RMHC mission and demonstrate the following:

• Bachelor’s degree, 3-5 years related experience in non-profit environment, behavioral health familiarity a plus
• Demonstrated supervisory experience leading a team
• Ability to work independently and initiate solutions to problems
• Must exhibit solid decision-making ability, approachability and dependability
• Excellent written and oral communication skills with the ability to read, interpret, apply, and explain rules, regulations, policies, and procedures while maintaining confidentiality with a calm and professional manner.
• Computer proficiency (familiarity with MS Office & database software)
• Flexibility in schedule in accommodate Family Room needs (including working one weekend shift on rotating weeks)