Family Room Coordinator

Full-Time/Permanent

Monday-Friday, 4pm to 12am (midnight)

SickKids Hospital, 170 Elizabeth Street, Toronto

The Organization

Since 1981, Ronald McDonald House Charities (RMHC) Toronto has served as a place to call home for families with seriously ill children undergoing treatment. RMHC 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 Family Room Coordinator to join our growing team at the Family Room at SickKids (The Hospital for Sick Children).

About the Opportunity

Reporting to the Manager, Family Rooms, the Family Room Coordinator is responsible for overseeing the day-to-day operations of the Ronald McDonald Family Room located at SickKids. This position plays a key role in delivering compassionate support and services to families of seriously ill children and infants receiving hospital care. The Family Room Coordinator maintains a close rapport with all hospital staff, especially those who interact daily with the Family Room volunteers and families who use the Family Room.

Key Accountabilities:

• Welcome and orient families to the family room, ensuring completion of check in and accurate tracking of all subsequent visits to the Room.
• Foster a welcoming and supportive environment by providing compassionate care, available services, guidance and assistance to families.
• Ensure the Family Room operates according to the policies and procedures outlined in the Ronald McDonald Family Room Operating Manual.
• Monitor Family Room owned equipment, ensuring routine maintenance is conducted and repairs completed as required.
• Monitor, order and restock necessary supplies (e.g. food, toiletries) adhering to established budgets.
• In collaboration with the Volunteer Engagement team, recruit, onboard, train and maintain scheduling for all volunteers for the Family Room.
• Lead the Family Room volunteer workforce, providing coaching, engagement and timely feedback.
• Proactively gauge the health of the volunteer workforce based on key performance indicators for engagement and performance. Escalate issues as appropriate.
• In coordination with People & Culture, ensure staff and volunteers adhere to the Health and Safety measures, AODA, organizational policies & procedures, and other compliance matters.
• Ensure the family room has appropriate volunteer/staff coverage. Escalate issue as appropriate.
• Foster strong values-based relationships with hospital staff and other key stakeholders, such as families and community partners.
• Prepare accurate and timely administrative reports and documents, including shift reports, monthly statistics, credit card reconciliations and incident reports.
• Ensure consistency in implementation of policies and procedures by evaluating and monitoring Family Room operations.
• Identify operational concerns and implement corrective measures. Escalate issues as appropriate to the Manager, Family Rooms.
• Participate in special projects and other duties, as required.

What's in for You?

At RMHC Toronto, you’re not just taking on a job; you’re becoming part of a mission that makes a tangible difference every day. As a Family Room Coordinator, 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 Assistance Program, as well as a network of caring colleagues dedicated to making a difference.
• Competitive Total Rewards Package including a hiring salary range of $48,000 - $56,000, group health and dental benefits, coverage for mental health, paramedical services and much more!
• Access to paid Wellness Days as well as additional paid Religious Leave Days
• Professional Development fund for further education and learning
• RRSP eligibility

QUALIFICATIONS:

RMHC 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:

Education & Experience

• High school diploma; college diploma in Social Services, Social Work or related field is an asset.
• Minimum two (2) years’ experience in a family focused environment. Experience working in healthcare, with vulnerable populations or a not-for-profit organization is an asset.
• Experience in volunteer management.
• CPR / First Aid Certification (can be provided for committed applicants).

Requirements, Knowledge, Skills & Abilities

• Strong customer service skills and experience working with families, hospital stakeholders and volunteers.
• Ability to work flexible hours and shifts, including evenings, overnights, weekends and public holidays to support a 24-hour operation.
• Demonstrated de-escalation and problem-solving skills.
• Ability to manage sensitive situations with excellent judgment, compassion, and discretion.
• Compassionate communication skills (written and verbal).
• Exemplary collaboration and interpersonal skills with a demonstrated ability to develop and maintain relationships. Ability to work effectively within a team, as well as independently.
• Strong organizational skills, with the ability to manage multiple deliverables in a time-sensitive environment and adapt to frequently changing priorities.
• Detail-oriented and able to prioritize, multi-task and meet deadlines.
• Excellent troubleshooting & conflict resolution skills.
• Working knowledge in technology including Microsoft Office and other databases.
• Able to lift up to 50 lbs.
• Ability to work effectively within a team, as well as independently and with minimal supervision.

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

RMHC Toronto is an Equal Opportunity Employer.

RMHC Toronto is committed to diversity and inclusiveness in the workplace and as an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population and families we support.

We encourage applications from members of groups that have been historically marginalized, including but not limited to Aboriginal, Indigenous, Metis and Inuit peoples, racialized groups/persons of colour, people with varying abilities, members of visible minority groups, LGBTQ2S+, those who identify as women, and other equity-seeking groups.

When contacted for a job opportunity, please advise the People and Culture team of any accommodations 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