Family Room Manager inside Comer Children's Hospital
Summary
The Family Room Manager position is responsible for managing the effective operation of the Ronald McDonald Family Room inside Comer Children’s Hospital. Ronald McDonald Family Rooms provide a haven of respite and hospitality for families whose children and newborns are receiving treatment at the hospital. Join our staff and volunteers who work at the Family Room, providing comfort and care to families during their greatest time of need.
Direct reports might include Coordinators or Specialists, as well as a team of volunteers. The Manager is responsible for serving as a key liaison inside the hospital environment to ensure programming is optimized to meet the needs of families with critically ill children receiving care within the ICU, PICU, and CAC units.
Essential Job Functions
- Execute defined program scope, policies, and procedures.
- Meet regularly with hospital social work and care coordination team to ensure optimization of program access and evolving family care needs.
- Review and process referrals/reservations from social work, care coordination, and/or nursing team(s).
- Explain/clarify program policies and procedures to guests and referring partners.
- Provide and assist families with information, directing them to resources, activities or services they may need.
- Maintain a consistent presence within the Family Room to develop relationships with families and identify support and/or maintenance needs.
- Manage daily strategy for use of available rooms, with intention of providing service to as many families as possible.
- Manage Family Room program data collection and statistical tracking. Input into appropriate systems daily, weekly, and/or monthly as required and input into daily occupancy records.
- Encourage guests’ respect of programs guidelines and coordinate a resolution as appropriate.
- Complete Incident Reports within 24 hours, and inform supervisor and Comer key staff as needed.
- Manage and distribute the Charity’s RMFR guest satisfaction survey to glean insights into emerging needs, successes, and opportunities for improvement.
- Maximize Charity impact on families in hospital via Hospitality Cart programming and/or presence in ancillary waiting spaces. Actively seek new ways to serve families within the hospital.
- Oversee referred guest orientation process to Family Room program, including the completion of all necessary paperwork. Work with RMHC-CNI’s Director of Volunteer Services as well as hospital volunteer manager to recruit, train and schedule volunteers.
- Supervise program volunteers to ensure they are adequately prepared to support Family Room daily operations and services as well as knowledge of all policies and procedures.
- Engage and enroll volunteers to execute essential support functions such as meal provision and guest welcome.
- Work in partnership with RMHC-CNI Volunteer Services Manager to ensure updated web-based calendar, menu procurement, acknowledgment, necessary supply inventory.
- Welcome family guests and visitors to the Family Room, providing tours and charity information to prospective supporters and hospital staff.
- Attend community events, as needed, providing volunteer information to prospective volunteers.
- Be knowledgeable of the program location security system, features and hospital facilities protocol (ie. key activation, camera operation, etc).
- Stay apprised of and adhere to hospital policies and procedures as it may relate to Family Room and Hospitality Cart programming (i.e. OSHA, Joint Commission security, infection control).
Education and Experience – An equivalent combination of education, training and experience will be considered.
- Bachelor’s degree required, major in social work strongly preferred. Psychology, business administration, non-profit management, or related field considered.
- 2 years of relevant experience required, preferably in the delivery of family-centered program services.
Knowledge, Skills and Abilities which may be representative, but not all-inclusive of those commonly associated with this position.
- Must be a self-starter with the ability to multitask and function effectively under pressure.
- Ability to think proactively and respond appropriately.
- Ability to establish and maintain effective relationships with staff, employees, and the general public; ability to represent the charity effectively both verbally and in written form.
- Experience managing multiple projects concurrently, demonstrating a sense of urgency, results oriented and meets deadlines.
- Effective communication, writing and grammar skills, paying great attention to detail.
- Proficient with computer database, word processing and publishing programs. Experience using Raiser’s Edge software helpful.
- Compassionate and caring individual, aligned to our mission and standard of care.
Work Environment – Environmental or atmospheric conditions commonly associated with the performance of the functions of this job.
- Exposed to moderate noise levels.
- Frequent interruptions, ability to multitask key.
- Regular and predictable attendance is required.
- Must be available to work irregular hours, shifts, weekends, holidays as needed
Physical Abilities that are commonly associated with the performance of the functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Basic office work, as well as the physical ability to perform all household tasks as needed (ie. cleaning, making beds, laundry, etc.)
- Light sedentary office work. Frequently required to sit
- Must be willing and able to between necessary locations using personal vehicle or alternative
- While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel; talk or hear.
- Must be physically capable of carrying 35 lbs.