Family Services Coordinator

Part Time

Ronald McDonald House Charities® Alberta (RMHC Alberta) is passionate about providing a home away from home for families with seriously ill or injured children who must travel for medical care.

We know that a family with a sick child is a sick family. Our Ronald McDonald Houses provide a warm, compassionate and comfortable environment where families can share experiences, receive respite and distraction, eat a warm homemade meal and rest, all while caring for their child at the hospital next door.

We’re currently engaged in a multi-year, $80M capital campaign to reduce the service gap by tripling our capacity in Calgary and Edmonton. Calgary is increasing the number of suites from 27 to 91. Construction on an expanded facility in Calgary is currently underway and scheduled for completion this year. The completed Calgary facility will be 105,000 square feet, offering family suites and a multitude of common areas that enhance the family experience within our communal living environment. Tentatively Edmonton will expand from 36 suites to approximately 100 suites. The expansion critical path in it’s entirety is 5-7 years.

Why Choose RMHC Alberta?

Our team is very passionate about the work they do. In our 2024 employee engagement survey the top responses to what employees like best about working at RMHC Alberta were our mission and the people, including employees, volunteers, and the families we serve. Here is what some of our employees say about working at RMHC Alberta.

"At RMHC Alberta, we don't just offer a place to stay; we build a community of hope and resilience that transforms lives, one family at a time." ~ Deya, RMHC Alberta employee since 2024

“Knowing that we make a difference in the lives of families is what brings me back each day. Offering support to families during some of their darkest times is both a joy and honor. Our Family Services team strives to provide supports that lessen some of their burdens, so that they can focus on helping their child heal. Their strength and resilience are truly awe inspiring.” ~ Krista Hilton, RMHC Alberta employee since 2012

Your Role

The Family Services Coordinator will be responsible for, but not limited to, working with all RMHC Alberta families to ensure they have accommodations, general office administration, room check-ins/checkouts, and general tidying of the of the House.

This position is based out of the Edmonton Ronald McDonald House and will work Saturdays from 7am-2pm with possible shifts on Sunday either 7:00am – 2:00pm or 2pm-9pm, with occasional Monday-Friday evening coverage which is a 2pm=9pm shift.

Your Key Responsibilities

Family Support

• Process room referrals, prioritize waitlist, perform family check-ins and check-outs, perform room inspections, process room payments, liaise with hospital staff (social workers, nurses, doctors etc.) or other referring partners, liaise with third party payment agencies.

• Contact waitlisted families for next day to inform them of room availability. Provide alternative options (hotel list and hotel referral card) if there is no availability.

• Sign in and engage with day use families, providing support if needed.

• Respond to family queries and concerns in an empathetic, family-centered, inclusive, and trauma-informed way.

• Provide ongoing support to families during the ups and downs of their child's treatment.

• Be present and engaged with families throughout the day and advocate in support of the best interests of all of the families we serve.

• Identify, respond to, report and record emergency and risk situations in the manner communicated in training and in the emergency procedures manual.

• Ensure adherence to House policies by registered guests and/or their approved visitors.

• Accept and receive monetary and gift-in-kind donations

• Greet all visitors that arrive at the House.

• Liaise with night security team as required.

• Liaise with incoming and outgoing staff at the start and end of each shift and liaise with other staff as required.

Program Support

• Liaise with Home for Dinner and Helping Hands groups and support.

• Meet and greet volunteer groups, provide group orientation, collect paperwork, and provide tours.

• Ensure all equipment is properly cleaned and all areas of the facility used by groups have been tidied.

• Support other House Programs such as Pet Therapy, Shuttle, and Rejuvenation.

• Restock grab-n-go food in the kitchen throughout shift.

• Encourage Engagement with these activities by increasing communication to families thought face to face, the RMHC App and by email.

Volunteer Support

• Assign tasks to volunteers as necessary.

• Update volunteers on new procedures and programs/services.

• Ensure volunteer time is utilized in an efficient and effective manner.

• Liaise with the Family Services Lead and/or General Manager with respect to volunteer performance or any concerns.

• Value, respect and recognize the contributions of volunteers.

• Train and orientate new volunteers.

House Management

• Ensure proper cleanliness of the House inside and out.

• Complete housekeeping duty list for each shift.

• Liaise with the Family Services Supervisor and/or General Manager regarding required tasks on a as needed bases to support the families

• Advise Facilities Supervisor of any area requiring major or minor repair work and maintenance projects of infrastructure, including House appliances, furnace, water, heat, etc..

• Ensure the safety and security of the house at all times.

All other tasks as required

Required Qualifications

• High school diploma is mandatory.

• Strong interpersonal skills; capable of working with people and families with varied backgrounds.

• Experience working in a human service-related field.

• Strong ability to communicate verbally and written (English is the business language)

• Comfortable working in a fast-paced environment.

• Ability to flexibly complete tasks based on priority, problem solve and use critical thinking skills

• Experience in program and volunteer planning and/or coordination

• Proven experience in proficiently managing programs with excellent service delivery standards

• Strong computer skills with experience working with a database software that may include volunteer or development databases such as VolunteerHub or Raiser’s Edge

• Ability to work evenings and weekends as needed

• Must provide a clear criminal record check

Nice to Haves

• Some post-secondary in a relevant human services field is preferred.

• Experience working with children and families is an asset.

• Additional language skills are an asset

• Standard First Aid CPR-C and AED certification

• Valid WHMIS Certificate

What we Offer

• Competitive compensation

• Employee Assistance Program

• Professional development opportunities

• Social events

• Opportunity to participate in various committees

• A culture built on our values

Our Vision

A world where every family has what they need to ensure the best health outcomes for their children.

Our Mission

We provide essential services that remove barriers, strengthen families, and promote healing when children need healthcare.

Our Values

• We lead with compassion

• We are deeply respectful

• We act with integrity

• We are firmly committed

Diversity, equity, inclusion, and cultural safety are guiding principles at RMHC Alberta. We recognize the ongoing need to ensure DEI is reflected in our day-to-day activities; to champion continuous learning for staff, volunteers and the board; to create policies and practices that support DEI; and to find ways to measure our progress and continually improve. If you require accommodation, please advise us during the recruitment process.

We thank all candidates who apply; however, only those selected for an interview will be contacted.