Family Services Associate

1 week ago

Surrey, British Columbia, Canada Kaizen Lab Inc. 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, a full kitchen, and a welcoming lounge, the space is a refuge for parents, siblings, and patients 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 will be available 2 -3 days a week, including evenings and weekends.

This role engages with families, staff, visitors, and donors which requires the ability to interact in a thoughtful, energized, and forward-thinking manner. A preferred candidate is a multifaceted person who is self-confident, motivated, and able to work independently while being supported by volunteers. Reporting to the Family Room Manager, the Family Room Associate helps maintain day-to-day operations and the services Ronald McDonald House BC and Yukon provides to families at Surrey Memorial Hospital.

Key Responsibilities Include:

Reception

- Greet and welcome visitors to the Surrey Family Room to ensure a welcoming and seamless entry for visitors and guests who stay overnight.
- Organize daily administrative operations, volunteer support, and conduct housekeeping duties.
- Receive all incoming phone calls and answer questions, remembering that every call may be that of a donor or family in need.
- Provide orientation of the Family Room to all guests and visitors to ensure compliance with policies.
- Liaise with families, social workers, housekeeping staff, hospital representatives, donors, and others.
- Orient new families to the Family Room and sleeping rooms as per orientation procedures.

Housekeeping

- Support existing relationships and work orders with hospital cleaning staff.
- Oversee cleaners to ensure maintenance of standards. Do laundry of bedding and towels.
- Refresh the four guest rooms, including changing and making beds as needed.
- Ensure common areas are kept organized and tidy.

Administration

- Support and supervise volunteers.
- Ensure security of Family Room and liaise with hospital security regarding any concerns.
- Provide clerical assistance as needed and maintain filing system.
- Respond to emergencies in a timely manner and complete related incident reports for review by the Senior Director, Family Services and Family Room Manager.
- 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 RMH BC with a polished, positive, and professional demeanor and attitude at all times.
- A commitment to working cooperatively in a team environment with staff, volunteers, families, donors, and the public.
- Compassionate and caring with the drive to provide a high-quality level of service to the families we meet.
- Self-motivated, ability to work independently and as a supportive team member. Results-driven, high achiever, high positive energy.
- Organized and solutions-oriented.
- Active listener who enjoys meeting people at all levels.
- Basic knowledge of Microsoft Office (Teams, Word, and Excel).
- Ability to prioritize, multi-task, set, and achieve deadlines.
- Clear and concise English language abilities, both written and verbal.
- Additional languages an asset.
- Successful candidate is required to have an annual flu shot to work at Surrey Memorial Hospital.
- 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 or post-secondary education 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 required to perform duties outside of their normal responsibilities from time to time, as needed.

Please note: all successful candidates will be required to undergo a vulnerable sector criminal record check.

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