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 an onsite Overnight Manager, Family Services, to join our growing team and operations.

About the opportunity

The Overnight Manager plays a vital role in maintaining a safe, supportive, and welcoming environment for families staying at the Ronald McDonald House during overnight hours. This position ensures the smooth overnight operations of the House and Family Rooms (SickKids), responds to guest needs, and supervises overnight and assigned relief staff. The Overnight Manager upholds the mission of Ronald McDonald House Toronto by providing leadership, security, and compassionate care during non-daytime hours. The schedule for this position will be 12 am-8 am Monday Through Friday.

KEY ACCOUNTABILITIES

• Accountable for the overnight staff and operations including hands-on management, service delivery, and facilities maintenance, in accordance with established standards.
• Provide oversight and leadership to overnight and assigned relief staff to ensure consistency in service and adherence to Ronald McDonald House Toronto policies.
• Recruit, onboard, engage, develop and lead the overnight team providing timely feedback, coaching and training to maintain high standards of care, cleanliness, and guest service.
• Ensure adherence to Ronald McDonald Family House and Room operating guidelines. Review and propose updates as necessary.
• Maintain relationships with key stakeholders (hospital staff, families, Family Room/Family Services Managers), acting as a key contact for Ronald McDonald House overnight staff.
• Serve as the point of escalation for any issues or concerns raised by staff.
• Act as the point of contact between department leadership and front-line overnight staff, c ommunicating staffing needs or performance
• Work collaboratively as a member of the management team to ensure smooth transition between shifts and to support overall achievement of organizational goals.
• Participate in the annual planning and budgeting process, aligning the operational and financial needs of the overnight operations with the annual/strategic organizational plan.
• Provide on-call support per the guidelines of the rotating schedule.
• Performs other duties, as required.

DECISION MAKING

• Make all hiring, scheduling, performance management and disciplinary decisions for Overnight team.
• Manage the annual overnight & relief staff budget.
• Support the development of guidelines, procedures, and safety protocol for the RMHC Toronto Family Rooms in accordance with regulations and requirements

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

• Minimum 2 years experience in a managerial role in similar setting such as hospitality, family services, social services, or healthcare settings.
• Experience working in healthcare, understanding hospital relationships and roles of individual healthcare professionals within a hospital community is an asset.
• Overnight experience is an asset.
• Bachelor’s degree or college diploma in relevant field preferred.
• Experience managing and scheduling shifts and working shift work / on-call.
• Experience in handling crisis situations and working overnight is an asset.
• Prior supervisory or team leadership experience required.

Knowledge, Skills & Abilities

• Completion of satisfactory reference check and a satisfactory Vulnerable Sector Check.
• Strong customer service skills and experience working with families/individuals/situations in crisis.
• Comfort with crisis management and conflict resolution.
• Strong interpersonal, and decision-making skills including the ability to be resourceful in defining solutions.
• Ability to remain calm, compassionate, and clear-headed in high-stress situations.
• Excellent communication and organizational skills.
• Computer proficiency (Microsoft Office, basic data systems).
• CPR and First Aid certification (or willingness to obtain upon hire).
• Background check and reference screening required.
• An equivalent combination of education, skills and experience will be considered.
• Able to lift up to 50lbs.

What We Offer

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 the Overnight Manager, Family Services 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 $84,000 - $95,000, 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!

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 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.