Family Services Manager

at  Ronald McDonald House CharitiesSan Antonio

Job Title: Family Services Manager
Job Type: Full Time
FLSA Status: Exempt
Schedule: Weekdays, Rotating Schedule 9:30 -5:30 and 8:30 to 4:30
Job Overview: The Family Services Manager is responsible for guest relations and daily operations of the Ronald McDonald House. This position is responsible for intake, welcoming, and the coordination of facility services for guest families who are receiving treatment locally for their critically and/or chronically ill children. This position is also responsible for supervising and training assigned family services staff.

SPECIFIC SKILLS

• Strong customer relationship skills.
• Demonstrates competence in Microsoft Office.
• Writes clearly and informatively; Edits work for spelling and grammar; Able to read and interpret written information. Detail oriented.
• Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions.
• Excellent verbal and communication skills.
• Bilingual capability (English/Spanish) required.
• Time management and organizational skills.
  Experience: At least 3 years of experience in customer facing and/or customer relations role. At least 1 years’ experience supervising others.

OTHER REQUIREMENTS:

• Must be available and willing to travel to various locations and with such frequency as the business need dictates. Must be available and willing to work nights, weekends and holidays as required to meet business.
• Successfully pass local, state, and national Criminal Background Check.
• The Family Services Manager must be dependable, trustworthy and conduct him/herself at all times in a manner that reflects positively to this organization.
  Licenses/Certifications: NA

PHYSICAL DEMANDS

• Sits at desk 20-30% of the Significant physical activity at other times. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear and taste or smell.
• Near visual acuity essential for reading. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Hearing and speaking essential for communication.
• Able to lift and transport up to 50 pounds.
• Physically able to climb stairs and perform small maintenance tasks as needed.
  Reports To: Director of Operations
  Supervises: Family Services Assistant Manager, Family Services Associates
  Disclaimer: Nothing in the job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time, for any reason

• Responsible for the safety, security, and well-being of guest Performs regular rounds to identify maintenance needs.
• Registers/Check-out families and provides house orientation including house rules, policies, services, and tour.
• Maintains visible presence during shift and enforces House rules and polices. Intervenes with families, when necessary, in an appropriate manner to resolve any issues or conflicts with RMHC rules or policy. Can calmly handle and ask families to leave who cannot abide by the Code of Conduct.
• Acts as a liaison to hospitals and medical personnel to process referrals. Explain and clarify program eligibility, policies, and procedures to referring partners, building positive working relationships.
• Accurate documentation of daily waitlists, guest lists, occupancy report, room donations and communication logs. Oversees referrals, room assignments, check in and check out procedures.
• Daily housekeeping duties to assure cleanliness of the house. Ensures vacated rooms are clean and set up for the next available family as well as launder dirty linen.
• Responds to medical emergencies related to guests and handles facility emergencies that may occur during their shift (i.e., fire, power outage).
• Supervise House volunteers as they facilitate family planned activities including assigning and directing community service volunteers.
• Carries out administrative duties such as answering phones, filing, typing, copying, scanning sorts, data entry, billing and distributes. Handles donations monetary and non-monetary.
• Responsible for cleaning, restocking supplies, maintaining kitchen, organizing pantries and other duties as assigned. Keeps inventory of supplies and materials as well as submit order requests as needed.
• Records and sorts any donations that are received.
• Informs Facility Manager of all anticipated major repairs and maintains a repair log.
• Supervises, trains, and schedules direct reports, and approves associate’s timecard.
• Performs job performance reviews for Assistant Family Services Manager and Family Services Associates.
• Informs Director of Operations of guest situations and problems in a timely manner.
• Attends and participates in scheduled staff meetings and other meetings as needed.
• Collaborates with Director of Operations and Director of Marketing Development to support marketing needs to include collection of family stories, photos, and assist with special events.
• On call after hours for any emergencies or family related issues.
  Education level: High School Diploma and prefer certificate from college or technical school.