About the Organization

At Ronald McDonald House Charities® British Columbia and Yukon (RMH BC), we envision a province where families stay close to their sick children. Today, 2 out of 3 Canadians live in a city or town without a children’s hospital. Our Mission is to give sick children the healing power of being together with family.

As a champion of family-centered care, we enable access to children’s hospitals by providing families with sick children accommodation, meals, and wellness programs that support their emotional and physical well-being.

In 1983, the first RMH BC House opened its doors in Vancouver with a 13-Bedroom House, and over the years, with an increase in demand for this essential service, construction of a new building was underway. In 2014, a 73-bedroom House was unveiled on the grounds of BC Children’s Hospital along with a new 2,000 sq. ft. RMH Family Room in Surrey Memorial Hospital. As the second-largest House in Canada and one of the largest in the world, RMH BC will continue to grow and meet the needs of families across BC and Yukon.

A new Family Room in University Hospital of Northern British Columbia (UHNBC) is planned to open this fall. We are anticipating a start date in September 2025.

Our team is the backbone of our organization—serving our families, supporting volunteers and donors, and spreading awareness every single day.

About the Position

The Ronald McDonald Family Room is a rest and respite space within University Hospital of Northern British Columbia for families with children receiving treatment. With an overnight guest room, laundry facilities, full kitchen, and a welcoming lounge, the space is a refuge for parents, siblings, and patients to step away from the medical environment and focus on being a family.

The Family Room is open 8:00 AM – 8:00 PM, 7 days a week. This position will be available 3-4 days a week, including evenings and weekends.

This role engages with families, staff, visitors, and donors which requires the ability to interact in a thoughtful, energized, and forward-thinking manner. A preferred candidate is a multifaceted person who is self-confident, motivated, and able to work independently while being supported by volunteers. Reporting to the Family Room Manager, the Family Services Associate helps maintain day to day operations and the services the Ronald McDonald House BC and Yukon provides to families at the University Hospital of Northern BC.

The Family Services Associates – Family Room will ensure everyone who comes into the Family Room is made to feel welcome.

Key responsibilities include:

Reception

• Greet and welcome visitors to the Prince George Family Room to ensure a welcoming and seamless entry for visitors and guests who stay overnight.
• Organize daily administrative operations, volunteer support and conduct housekeeping duties.
• Receive all incoming phone calls and answer questions, remembering that every call may be that of a donor or family in need.
• Greet all visitors to Prince George Family Room.
• Provide orientation of the Family Room to all guests and visitors to ensure compliance with policies.
• Liaise with families, social workers, housekeeping staff, hospital representatives, donors and others.
• Orient new families to the Family Room and sleeping rooms as per orientation procedures.

Administration

• Support and supervise volunteers.
• Ensure security of Family Room and liaise with hospital security regarding any concerns,
• Provide clerical assistance as needed and maintain filing system.
• Respond to emergencies in a timely manner and complete related incident reports for review by the Senior Director, Family Services and Family Room Manager.
• Adhere to safety and emergency procedures.

Job Specific Competencies and Skills

• Alignment with the mission and values of Ronald McDonald House BC and Yukon
• Ability to represent the RMH BC with a polished, positive and professional demeanor and attitude at all times
• A commitment to working cooperatively in a team environment with staff, volunteers, families, donors, and the public
• Compassionate and caring with the drive to provide a high-quality level of service to the families we meet
• Self-motivated, ability to work independently and as a supportive team member.
• Results driven, high achiever, high positive energy.
• Organized and solutions oriented
• Active listener who enjoys meeting people at all levels.
• Basic knowledge of Microsoft Office (Teams, Word and Excel)
• Ability to prioritize, multi-task, set, and achieve deadlines.
• Clear and concise English language abilities, both written and verbal.
• Some flexibility in scheduling is required based on the needs of the organization.

Experience and Educational Requirements

• Experience working with families or those in emotional or crisis situations
• Experience in front line reception or customer service
• Experience with light housekeeping and physically able to perform light duties including bed, making and furniture arrangement
• Diploma or post-secondary education in Social Services, Community Recreation or relevant field.
• Training in San’yas, Mental Health First Aid, and Trauma Informed Care preferred.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Please note: all successful candidates will be required to undergo a vulnerable sector criminal record check.