Family Services Coordinator

Part Time, Permanent

32 hours/month

Every other weekend, rotating schedule

8am-4pm

10am-6pm

12pm (noon)-8pm

4pm-12am (midnight)

including weekends & statutory holidays)

RMHC Toronto, 240 McCaul Street, Toronto

SickKids Hospital, Patient Support Centre, 175 Elizabeth Street, Toronto

Application Closing Date: August 29, 2025

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 eight 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 2 Part-Time Family Services Coordinators to join our growing team at the Family Room at SickKids (The Hospital for Sick Children).

About the Opportunity

• Act as the primary contact for the facility operations (RMHC Toronto House or Family Rooms at SickKids) or family issues that arise during their shift. Work closely with both the House and the Family Room teams to ensure both locations operate according to the guidelines and protocols of RMHC Toronto.
• Monitor aspects of security (property and persons) and report any related issues or concerns.
• Foster strong values-based relationships with all key stakeholders for both locations, acting as a contact for family referrals, admissions, and support. Work closely with volunteers to engage and support as necessary to maintain a safe and comfortable environment for families.

Reporting to the Manager, Family Services, a Family Services Coordinator, is the first line of communication with the Guest Family and is responsible for welcoming and providing service to all families staying at the House or utilizing Family Rooms. The Family Services Coordinator facilitates the family intake and registration process, and coordinates family stays at the House and the Family Rooms at SickKids. This role provides families with resources to adapt to communal living and settling into Toronto while also ensuring adherence to policies and procedures to provide a safe, warm, comfortable, and compassionate environment for families, guests, and volunteers.

Key Accountabilities:

• Welcome, register and acquaint residents to the House and/or Family Rooms. Assist with family check-in /out. Ensure readiness of rooms and the facility and assign rooms to accommodate residents while assessing priorities of resident’s needs. Assist families with support needs and special requests as required.
• Understand the different needs for each location (the House and Family Rooms at SickKids) prioritize and support appropriately.
• Prepare accurate and timely administrative reports and documentation as required for both locations, including maintaining up to date family records, directory, and database.
• Complete administrative tasks such as answer phones, respond to emails and deliveries, process payments, data entry, filing, general office duties, manage waitlist and referral process, reference background checks, creating and distributing communication materials, etc.
• Assist with housekeeping and maintenance duties and various event and meeting set-up and execution.
• Participate in special projects and other duties, as required.

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 Family Services 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 hourly rate: **$**26.37 to $30.70
• Paid time benefits (eligibility varies by position type) - including vacation, wellness days, bereavement leave, and religious leave.
• Professional Development fund for further education and learning.

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 one (1) year of experience in providing family support or related services.
• Experience in healthcare, working with vulnerable populations, or in a not-for-profit organization is an asset. Customer service experience in a hospitality, shelter, community center, or respite setting will also be considered.
• High school diploma; college diploma in Social Services, Social Work or related field is an asset. CPR / First Aid Certification (can be provided for committed applicants).
• Experience in volunteer management.

Requirements, Knowledge, Skills & Abilities

• Strong customer service skills preferably with experience working with families, hospital stakeholders and volunteers.
• Excellent communication (verbal / written) and listening skills.
• Demonstrated de-escalation and problem-solving skills.
• Ability to manage sensitive situations with excellent judgment, compassion and discretion.
• 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.
• Working knowledge in technology including Microsoft Office and other databases.
• Ability to manage sensitive situations with excellent judgment, compassion, and discretion.
• Ability to work flexible hours and shifts to support a 24-hour operation. Occasionally, overnight and weekday shifts may be requested on an as needed basis.
• Able to lift up to 50lbs.
• The successful candidate will need to undergo a successful reference check, a satisfactory Criminal Records and Judicial Matters Check and an immunization process as per hospital policy.

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 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.