Family Services Manager, Ronald McDonald House Charities of Huntington, Inc.
Position Description

The Family Services Manager Compassionately Oversees All Matters Related to the Admission, Support, and Accommodation of Guest Families at Ronald McDonald House Huntington and Ensures a Successful Partnership with Medical Provider Stakeholders and Community Resource Providers

Position Type: Full Time

Reports to Executive Director

Hours: 9:00 AM – 5:00 PM Monday through Friday

Major Areas of Responsibility

• Manage Guest Referrals, Guest Check-Ins, and Guest Check-Outs

• Provide Guest Services to All Guests

• Develop & Implement Family Programming and Activities

• Distribute Welcome Bags and Other Guest Give-Aways

• Manage “Free to Good Home” Room and Donations

• Maintain Schedule and Status for 20 Guest Rooms

• Ensure Family Files and Documents are Complete

• Bill Medicaid for Qualifying Guests in Timely Manner

• Develop & Maintain Relationships with Partnering Medical Providers

• Serve as Primary Point of Contact for Guests Staying at Ronald McDonald House, Assist Guests with Various Requests/Needs in Supportive and Friendly Manner

• Make Every Effort to Accommodate Special Requests within Reason

• Communicate Daily with Guests Throughout Stay

• Encourage Families to Share Stories, Photos, Write Thank You Notes, and Complete Reviews/Surveys

• Advise Guests of House Policies & Procedures and Ensure Guest Adherence. Document Infractions and Follow-Up Action

• Weekly Inspection of Guest Rooms in Conjunction with Facilities Manager

• Manage the Guest Services Database and Data Entry in Timely & Accurate Manner

• Update Mobile App & Display Board in Timely Manner

• Manage & Update Family Services Policies & Procedures

• Provide Social Service Support to Families

• Develop Community Resource Connections & Networking to Benefit Guest Families

• Manage & Utilize Guest Satisfaction Surveys

• Provide Post-Discharge Follow-Up with Guests

• Schedule and Supervise Night Manager and Weekend Managers

• Cover Guest Rooms if Housekeeper is Sick or on Vacation

• Coordinate with Other Staff as Necessary

• Other Duties as Required Including Special Events, Fundraising, Volunteer Desk Coverage, and More

• Position Could Include Evenings and Weekends

Primary Objectives

• Provide Warmth and Compassion to Guest Families & Medical Providers

• Maintain Diplomacy, Honesty, Tact, Flexibility, Trustworthiness, Empathy, & Professionalism

• Maintain Documentation and Accurate Records in Timely Manner

• Comply with HIPAA Privacy Regulations

Required Knowledge, Skills, and Abilities

• General Knowledge of Ronald McDonald House and Mission

• Demonstrated Organizational Skills and Attention to Detail

• Demonstrated Time Management Skills

• Ability to Work Independently and Collaboratively Within a Team Environment

• Self-Starter, Proactive, Persistent

• Demonstrated Written and Verbal Skills

• Demonstrated Compassion for Families Experiencing a Medical Crisis

• Experience Working with Multiple Generations

• Knowledge of HIPAA

Education and Experience

• Minimum Bachelor’s Degree in Related Field or Equivalent Combination of Education & Work Experience

• Two Years of Experience in Non-Profit Setting

• Strong Customer/Client Service Experience

• Computer Proficiency Including Word Processing, Spreadsheet, and Database Software

• Subject to Criminal Background Check

Physical Demands

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to stand or sit for periods of time utilizing a computer, telephone, and/or other electronic devices. The employee is required to use his/her hands and fingers to handle or feel. The employee is often required to stand, walk, reach with arms and hands, climb or balance, and lift items up to twenty-five pounds. The vision abilities required to perform this job include close vision.

Work Environment

While performing the duties of this job, the employee is occasionally exposed to electronic screens, moving mechanical parts, vehicles, and chemical cleaning/disinfecting products. The noise level in the work environment is usually quiet to moderate. The passage of employees through the work area is average and normal. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.

Conclusion

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

Job Type: Full-time

Pay: $36,000.00 per year

Schedule:

• 8 hour shift
• Monday to Friday

COVID-19 considerations:
Masks are required in common areas

Work Location:

• One location

Work Remotely:

• No