Family Room Coordinator

Credit Valley Hospital

Full-time, Onsite

The Organization

Since 1981, Ronald McDonald House Toronto has served as a place to call home for families with seriously ill children undergoing treatment. Ronald McDonald House 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 our Family Room in Credit Valley Hospital.

The Role

Reporting to the Director, Family Services, the Family Room Coordinator is responsible for overseeing the day-to-day operations of the Ronald McDonald Family Room located at Credit Valley Hospital. This position plays a key role in delivering compassionate support and services to families of seriously ill children and infants receiving hospital care. The primary focus of the Family Room Coordinator is to serve families and to develop and maintain strong relationships with hospital stakeholders. 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 Responsibilities Include

• Greet and orient families upon arrival, ensuring completion of check in and accurate tracking of all subsequent visits to the Family 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.
• In collaboration with the Volunteer Engagement team, recruit, onboard, train and maintain scheduling for all volunteers for the Family Room.
• Ensure the Family Room is available to families during operating hours of 9 am to 9 pm through the development and maintenance of a weekly volunteer coverage schedule. Escalate issue as appropriate.
• 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.
• 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 coordination with People & Culture, ensure staff and volunteers adhere to the Health and Safety measures, AODA, organizational policies & procedures, and other compliance matters.
• 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 Director, Family Services. Perform other duties, as required.

Qualifications

Ronald McDonald House 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 family focused environment. Experience working in healthcare, with vulnerable populations or not-for-profit organization is an asset.
• Experience in volunteer management.

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 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.
• 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.
• Working knowledge in technology including Microsoft Office and other databases.
• Ability to work effectively within a team, as well as independently and with minimal supervision.
• Ability to prioritize own workload, based on established organizational policies and timelines.
• Escalate issues to Manager, Family Rooms that fall outside organizational policy or own scope of work.
• Support the development of policies, procedures, safety protocol and supplies budget for the Family Room in accordance with regulations and requirements.
• Able to lift up to 50lbs.

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

What We Offer

At Ronald McDonald House 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 Rooms 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 $47,916 – 59,895, RRSP contribution, group health and dental benefits, coverage for mental health, paramedical services and much more.
• Access to paid Wellness Days and religious days.

If you're looking to make a difference every day in the lives of children and families, submit your application today!

This posting is for an active vacancy that the organization is currently seeking to fill.

We do not use artificial intelligence (AI) or automated decision-making tools to screen, assess, or select candidates.

Ronald McDonald House Toronto is an Equal Opportunity Employer.

Ronald McDonald House Toronto is committed to equity, diversity, and inclusion in the workplace. As an equal opportunity employer, we are dedicated to building a qualified workforce that reflects the diverse communities and families we serve, and to fostering an inclusive, accessible, and respectful environment where all individuals feel valued, supported, and have equitable opportunities to succeed.

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