Manager, Family Services

Full-time

Tuesday to Saturday 10:00AM-6:00PM

Toronto, Ontario (240 McCaul Street)

We are looking for a Manager, Family Services to join our team at the House, located at 240 McCaul St., Toronto.

The Role

Reporting to the Director, Family Services, the Manager, Family Services oversees all matters related to the admission, support, and accommodation of families at Ronald McDonald House Toronto. The Manager, Family Services supports the development and execution of strategic priorities related to the House and Family Services team, the creation and implementation of policies and procedures, and ensures a successful partnership with hospital stakeholders and other House services & programming. This position is expected to be onsite with a schedule Tuesday to Saturday 10:00 am- 6pm.

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.

Key Responsibilities Include

Leadership & Team Management

• Lead, engage, develop, and manage the Family Services full-time and part-time teams (20+ staff).
• Provide timely feedback, coaching, and training to team members.
• Lead staffing and scheduling to support safe, efficient, and financially responsible 24/7 operations.
• Provide onsite and remote, on-call supervisory support across Family Rooms and the House.

Program & Service Delivery

• Maintain supportive and open communication with families, identifying those needing additional support and escalating appropriately.
• Participate in the resolution of family disputes and issues, escalating concerns to the Director as needed.
• Assist with family program activities, including events, dinners, and ticket distribution.
• Collaborate with internal service teams (Food Services, Programming, School, Camps, Development) to ensure consistent and high-quality service delivery.

Stakeholder & Relationship Management

• Maintain strong relationships with hospital stakeholders, acting as a key contact for referrals and admissions processes.
• Actively participate in national chapter meetings and initiatives.
• Collaborate with the Development team to support Gift-in-Kind requests and donations.

Operations & Compliance

• Oversee admissions-related documentation and ensure compliance with policies and procedures.
• Liaise with Facilities and Maintenance on infection control and operational matters impacting families and programming.
• Identify trends, risks, and exceptions, escalating to the Director as appropriate.

Strategy, Planning & Continuous Improvement

• Contribute to the development, implementation, and monitoring of policies and procedures.
• Participate in the development and tracking of annual strategic plans and goals.
• Conduct evaluations of Family Services, analyzing satisfaction and utilization data, and recommend improvements.
• Collect, analyze, and report on monthly, quarterly, and annual Family Services metrics for leadership and board reporting.
• Work collaboratively as part of the management team to achieve organizational goals.

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.

About You

You are a compassionate and driven leader who thrives in a fast-paced, mission-driven environment. You balance strong operational oversight with a hands-on, people-first approach, bringing out the best in your team while ensuring exceptional service delivery for families.

Education & Experience

• Minimum of three (3) years’ experience in a leadership role providing family support services or related services.
• Experience managing and scheduling a 24-hour team and working shift work / on-call.
• College diploma in Social Services or Social Work or related field; bachelor’s degree preferred.
• Experience working in healthcare or not-for-profit organization is an asset.
• Food Safety certification and CPR / First Aid certification are an asset as they will be required for this role.
• Experience working with individuals or families in crisis or under stress.
• Experience supervising staff working in highly sensitive or emotional situations.

Requirements, Knowledge, Skills & Abilities

• Demonstrated leadership experience with the ability to coach, mentor, and develop staff and volunteers.
• Strong customer service orientation, with experience supporting families in crisis and managing conflict with empathy and professionalism.
• Proven ability to manage budgets, projects, and operational priorities effectively.
• Excellent analytical and problem-solving skills, with a resourceful and solutions-focused mindset.
• Strong communication skills, with the ability to engage and influence a variety of audiences.
• Highly collaborative, with exceptional interpersonal skills and the ability to build and maintain strong relationships.
• Organized and adaptable, with the ability to manage multiple priorities in a fast-paced, evolving environment.
• Comfortable working both independently and as part of a team.
• Proficiency in Microsoft Office and database systems (experience with CMMS considered an asset).
• Knowledge of building operations, emergency procedures, and healthcare environments is an asset.
• High degree of empathy, compassion, and emotional intelligence.
• Flexibility to work occasional evenings, weekends, and on-call shifts as required.

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 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 $83,806 – $105,000 , 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 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.