Team Lead, Family Rooms

**Team Lead, Family Rooms**

**Full-time, Contract**

**Tuesday-Friday 12-8 pm; Saturday 8 am-4 pm**

**RMHC Toronto House & Affiliated Hospitals**

**The Organization**

Since 1981, Ronald McDonald House Charities (RMHC) Toronto has served as a place to call home for families with seriously ill children undergoing treatment. RMHC Toronto encompasses a House for 81 families in downtown Toronto and seven Family Rooms in hospitals across the Greater Toronto Area and in Sudbury. The families we serve come from throughout Ontario, across Canada and around the world.

We are looking for a Team Lead, Family Rooms, to join our growing team on a contract basis till the end of 2025. This contract might be eligible for renewal. The schedule for this position will be 12-8 pm Tuesday Through Friday and 8-4 pm on Saturday.

**About the opportunity**

Reporting to the Manager, Family Rooms, the Team Lead is responsible for the day-to-day operations of the Ronald McDonald Community Family Rooms (6 rooms - 4 locations). The Team Lead oversees the Community Family Rooms operations, including the team and the volunteers for the purpose of the implementation of existing programs and services, assisting and supporting guests, facility maintenance and the implementation of policies and operating procedures related to Family Rooms.

**KEY ACCOUNTABILITIES**
- Oversee the Family Room Program operations including hands-on management and service delivery, budget adherence, project management and facilities maintenance in accordance with established standards.
- Recruit, onboard, train, and engage the Family Room team to ensure Family Rooms are staffed to support operations.
- Lead, engage, develop and manage the Family Rooms team providing timely feedback, coaching and training.
- Ensure adherence to Ronald McDonald Family Room operating guidelines. Review and propose updates as necessary.
- Maintain relationships with key stakeholders (hospital management, families, donors), acting as a key contact for Ronald McDonald Community Family Rooms.
- Oversee the collection and compilation of monthly and ad hoc Family Room metrics (KPI’s).
- Liaise with Development/Communications to support impactful storytelling showcasing all aspects of mission.
- Establish national connections for benchmarking purposes and ensure best practices of Ronald McDonald Family Room Program.
- Assist in the development of operating and capital budgets for each Community Family Room. Monitor and report on adherence to approved budgets.
- Work collaboratively as a member of the supervisory team to support overall achievement of organizational goals as well as consistency in service delivery and operational support across sites.
- Provide onsite and remote, on-call supervisory support to all Family Rooms and the House per the guidelines of the rotating schedule.
- Support the Family Rooms Coordinators in recruiting, onboarding, training and engaging volunteers and ensure coverage at all times.
- Perform other duties, as required.

**Qualifications**:
**Education & Experience**
- Minimum two (2) years’ experience in a supervisory role providing operational family support services or related services. Experience working in healthcare, understanding hospital relationships and roles of individual healthcare professionals within a hospital community is an asset.
- Experience managing and scheduling shifts and working shift work / on-call.
- Experience working with individuals or families in crisis or under stress.
- Experience supervising staff or volunteers working in highly sensitive or emotional situations.
- College diploma in Social Services or Social Work or related field; bachelor’s degree preferred.

**Knowledge, Skills & Abilities**
- Completion of satisfactory reference check and a satisfactory Vulnerable Sector Check.
- Hands-on leadership skills, including the ability to coach, develop and mentor staff and volunteers.
- Strong customer service skills and experience working with families in crisis. Comfort with crisis management and conflict resolution.
- Demonstrated de-escalation and problem-solving skills.
- Proven success in working within departmental budgets.
- Project management skills with the ability to follow up on action items.
- Strong analytical and problem-solving skills including the ability to be resourceful in defining solutions.
- Clear verbal and written communication skills, with the ability to effectively present and clarify concerns and concepts to various audiences.
- Exemplary collaboration and interpersonal skills with a demonstrated ability to develop and maintain relationships with healthcare professionals, staff and volunteers.
- Ability to work effectively within a team, as well as independently.
- Strong organizational skills, with the abilities to manage multiple deliverables in a time-sensitive environment and adapt to frequently changing priorities.
- Working knowledge in technology including Microsoft Office and other datab