Family Services Support Coordinator

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 Family Support Coordinator is part of the Family Services team that directly delivers the RMH BC mission to families. This role will work closely with the Family Support Manager to welcome families to the House, ensuring they are well orientated, and needs are met during their stay. In addition, the Coordinator will play a key role in supporting a positive transition home as well as developing and providing resources to families. The Family Support Coordinator understands how RMH BC plays a unique role enabling family-centred care by supporting a families’ access to care, reducing a families’ financial burden, providing psychosocial supports, enhancing a family’s hospital experience and outcomes, and helping families resume normalcy.

Key responsibilities include:
Family Support and Intake:

- Meet with new and returning families to carry out non-clinical intake ensuring they are welcomed and oriented to the House.
- Under the direction of the Family Support Manager, help identify the supports and follow up as needed. Including connecting families to external resources and supports.
- Liaise and collaborate with the Family Services team to ensure family needs are being met within the capacity of RMH BC.
- Ensure families comply with guest expectations and respond appropriately to resolve conflict.

Administration:

- Maintain effective records in our RMHBC database (GRMHIS)
- Develop processes and standard operating procedures that support families
- Develop and maintain best practice systems for monitoring and evaluating supports.

Hours of Work
- Part-time, 3-days per week including evenings and weekends required. Additional hours available as needed.

Job Specific Competencies and Skills
- Alignment with the mission and values of RMH BC
- Ability to represent the House 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
- Excellent oral and written communication skills
- Demonstrated ability to work both independently and in a team environment.
- Proficient in Microsoft Suite (Word, Excel, Access, Power Point)
- Act in a caring and inclusive way towards all guests, volunteers, and coworkers, regardless of relationships to them and without regard to any individual differences
- Open to embracing change and innovative ideas.
- Demonstrate flexibility in doing things differently.
- Can adapt quickly without reservation.
- Can find effective solutions to problems; demonstrates ownership, is proactive and resourceful.
- A creative thinker who can carefully analyze a situation and has the determination to resolve issues effectively.
- Experience working with underrepresented populations

Experience and Educational Requirements
- Post-secondary degree in Psychology, Social Work, Social Sciences or equivalent
- 1-2 years of nonprofit or hospital patient experience
- Experience developing and implementing programs, resources and policies
- Experience working with children, youth, adults, and families to assess needs and provide resources.
- Training in San’yas and Trauma Informed Care preferred.
- Additional languages would be helpful

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.