Family Services Supervisor

2 weeks ago

Edmonton, Canada Ronald McDonald House Charities Alberta Full time

**Family Services Supervisor**

Ronald McDonald House Charities® Alberta (RMHCA) is passionate about providing a home away from home for families with seriously ill or injured children who must travel for medical care.

We know that a family with a sick child is a sick family. Our Ronald McDonald Houses provide a warm, compassionate and comfortable environment where families can share experiences, receive respite and distraction, eat a warm homemade meal and rest, all while caring for their child at the hospital next door.

RMHCA is part of a global network of Houses, Family Rooms, Care Mobiles and Comfort Carts prioritizing family-centered care through delivery of our unique core programs. RMHCA operates four Houses offering 87 private family suites, and three Comfort Carts that deliver bedside services in hospital.

We’re currently engaged in a multi-year, $80M capital campaign to reduce the service gap by tripling our capacity in Calgary and Edmonton. Construction on an expanded facility in Calgary is currently underway and scheduled for completion in 2025.

**Your Role**

The Family Services Supervisor oversees and participates in the overall experience for families staying at Ronald McDonald House. This includes:

- Referral generation, waitlist management, check-in & check-out.
- Room turnover, laundry services.
- Hospitality.
- Family interaction and support.

Other accountabilities include development of new initiatives, participation in community or organizational advocacy, staff and volunteer recruitment, training, management, scheduling and supervision.

This role is full time, based in the Edmonton Ronald McDonald House. Schedule includes daytime and evening hours, with potential for some shifts on weekdays and weekends.

**Your Key Responsibilities**
- Collaborate with AHS and other medical services to ensure families receive quality service and assess and process referrals
- Match suitable and available accommodations based on family’s needs
- Report and track on all department statistics and delivery of services and other data
- Consistently check in with in-house families to ensure they feel supported and knowledgeable of resources available both through in house programs as well as in the community
- Provide support to in-House families who require support and provide them with additional information and resources
- Manage incidents that might arise and collaborate with GM in post-incident reviews to identify areas of improvement, training issues and lessons learned
- Oversee welcoming process for new families that meets or exceeds RMHCA service standards
- Be knowledgeable about and share House events to those staying or visiting the House
- Full leadership responsibilities for the Family Services Coordinators, staff and Volunteers. This includes recruitment, onboarding, training, scheduling and performance management
- Participate and collaborate with other departments on RMHCA events

**Required Qualifications**
- Post-Secondary education in human services field
- 2+ years’ experience working with diverse populations; including families and children
- 2+ years’ of proven leadership experience
- Exceptional customer service skills and experience
- Understanding of solution-focused support and collaborating in a fast paced team environment
- High degree of resourcefulness, flexibility, and adaptability
- Proven experience with Microsoft Office products including database management
- Strong ability to communicate verbally and in writing
- Must provide a clear criminal record check including a vulnerable persons check

**What we Offer**
- Competitive compensation
- Comprehensive benefits plan
- Employee Assistance Program
- Professional development opportunities
- Social events
- Vacation & personal days
- RRSP / TFSA matching program
- Opportunity to participate in various committees
- A culture built on our values of passionate, excellence, entrepreneurial, relentless, people-first

RMHCA is proud to be recognized as a 2022 Canadian Nonprofit Employer of Choice. We employ 87 people and hundreds of volunteers.

Diversity, equity, inclusion, and cultural safety are guiding principles at RMHC Alberta. We recognize the ongoing need to ensure DEI is reflected in our day-to-day activities; to champion continuous learning for staff, volunteers and the board; to create policies and practices that support DEI; and to find ways to measure our progress and continually improve. If you require accommodation, please advise us during the recruitment process.

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Wellness program

Flexible Language Requirement:

- French not required

Application question(s):

- What interested you in the role?
- How many months of experience do you have in an administrative role?
- Do you have experience working with

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