Family Services Associate

3 days ago

Surrey, Canada Ronald McDonald House BC and Yukon Full time

**About the Organization**

At Ronald McDonald House Charities® British Columbia and Yukon (RMH BC), we envision a province where families stay close to their sick children. Today, 2 out of 3 Canadians live in a city or town without a children’s hospital. 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 sick children accommodation, meals, and wellness programs that support their emotional and physical well-being.

In 1983, the first RMH BC House opened its doors in Vancouver with a 13-Bedroom House, and over the years, with an increase in demand for this essential service, construction of a new building was underway. In 2014, a 73-bedroom House was unveiled on the grounds of BC Children’s Hospital along with a new 2,000 sq. ft. RMH Family Room in Surrey Memorial Hospital. As the second-largest House in Canada and one of the largest in the world, RMH BC will continue to grow and meet the needs of families across BC and Yukon.

Our team is the backbone of our organization—serving our families, supporting volunteers and donors, and spreading awareness every single day.

**About the Position**

The Ronald McDonald Family Room is a rest and respite space within Surrey Memorial Hospital for families with children receiving treatment. With four guest rooms, laundry facilities, full kitchen, and a welcoming lounge, the space is a refuge for families of children receiving treatment to step away from the medical environment and focus on being a family.

The Family Room is open 9:00 AM - 9:00 PM, 7 days a week. This position is a minimum of 16 hours a week with the potential to pick up additional hours. Schedule must include at least one weekend shift. Weekend and evening availability is preferred.

The Family Service Associate will ensure everyone who comes into the Family Room is made to feel welcome. Key responsibilities include:
**_ Reception_**
- Welcome families to the Surrey Family Room, ensuring the proper information is collected during the sign-in process.
- Provide orientation for all guests and visitors to ensure compliance with policies.
- Liaise with families, social workers, housekeeping staff, hospital representatives, donors, and others.
- Complete a non-clinical intake for families staying in the sleeping rooms as per orientation procedures.
- Receive all incoming phone calls and answer questions, remembering that every call may be a donor or family in need.

**_ Housekeeping_**
- Support existing relationships and submit work orders with hospital cleaning/maintenance staff.
- Do laundry of bedding and towels.
- Refresh the four guest rooms, including changing and making beds as needed.
- Ensure the common area is kept organized and tidy to adhere to infection control protocols.

**_ Programming_**
- Oversee 1-2 volunteers per shift.
- Support weekly programming such as volunteer-made lunches, snack bag program and baking.

**_ Administration_**
- Maintain the family database system throughout the shift and complete daily shift reports.
- Collect and record family information and statistics.
- Ensure security of Family Room and liaise with hospital security regarding any concerns.
- Respond to emergencies in a timely manner and complete related incident reports.
- 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 the RMH BC with a polished, positive, and professional demeanor and attitude at all times.
- Self-motivated, organized and solution oriented with the ability to prioritize and multi-task.
- Compassionate and caring with the drive to provide a high-quality level of service to the families we meet.
- Active listener who enjoys meeting people at all levels.
- Basic knowledge of Microsoft Office (Teams, Word, and Excel)
- Clear and concise English language abilities, both written and verbal. Additional languages an asset.
- Must be able to work a flexible schedule that includes evenings, weekends, and some holidays to meet the needs of the organization in supporting families.

**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, post-secondary education, or equivalent lived experience in Social Services, Community Recreation, or relevant field

**Disclaimer**

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be

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