Family Services Associate – Family Room

Overview

Join to apply for the Family Services Associate – Family Room role at Ronald McDonald House BC & Yukon .

About The Organization

At Ronald McDonald House BC & Yukon, we envision a province where families stay close to their sick children. 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 accommodation, meals, and wellness programs that support their emotional and physical well-being. Since opening our first 13-bedroom House in Vancouver in 1983, we have expanded to support families across BC and the Yukon, including multiple Family Rooms and a growing footprint. We aim to double our capacity and impact across BC and the Yukon over the next five years. Our team serves families, supports volunteers and donors, and helps spread awareness daily.

About The Position

The Ronald McDonald Family Room is a rest and respite space within Royal Inland Hospital for families with children receiving treatment. With one guest room, laundry facilities, full kitchen, and a welcoming lounge, the space is a refuge for parents and siblings 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 minimum 3 days a week on weekdays and weekends, including evenings. Potential for extra shifts to cover vacations and statutory holidays. This role engages with families, staff, visitors, and donors which requires thoughtful, energized, and forward-thinking interaction. The ideal candidate is multifaceted, 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 organization provides to families at Royal Inland Hospital. The Family Services Associate – Family Room will ensure everyone who comes into the Family Room is made to feel welcome.

Key Responsibilities

• Reception — Greet and welcome visitors to the Kamloops 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 Kamloops 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 RMH BC with a polished, positive and professional demeanor; commitment to teamwork with staff, volunteers, families, donors, and the public; compassionate and caring with a drive to provide high-quality service; self-motivated with the ability to work independently and as a team member; results-driven with high energy; organized and solutions-oriented; active listener; basic knowledge of Microsoft Office (Teams, Word and Excel); ability to prioritize, multi-task, set and meet deadlines; clear and concise English (written and verbal); some scheduling flexibility based on organizational needs.
• 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 describe the general nature and level of work for this classification and are not exhaustive. 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.

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