Director of Family Services

The Organization

Since 1981, Ronald McDonald House Toronto has served as a place to call home for families with seriously ill children undergoing treatment. Ronald McDonald House 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 seeking an experienced and values-driven Director of Family Services to join our leadership team at the House, located at 240 McCaul St., Toronto,and play a vital role in ensuring the consistent and quality delivery of our mission in Family Services in the House and Family Rooms in the GTA. This position is onsite with on-calls and flexible scheduling.

The Role

Reporting to the Chief Program Office (CPO), The Director, Family Services is a key member of our leadership team, responsible for leading the operations and service delivery of Ronald McDonald House Toronto's House and Family Rooms — including future sites and expansions. This role provides strategic and compassionate leadership to a multi-site team of staff and volunteers, ensuring consistent, high-quality, family-centered care.

The Director plays a critical role in upholding Ronald McDonald House Toronto's mission and values while ensuring operational excellence, compliance with global and hospital partner standards, and the seamless delivery of services that support families during some of their most challenging times.

Key Responsibilities Include

• Lead Operations: Oversee the day-to-day operations of the House and Family Rooms, ensuring service excellence, safety, and compliance with all RMHC Global and partner requirements.
• Inspire and Lead Teams: Coach, mentor, and support Family Services Managers, Coordinators, and front-line staff to deliver compassionate, consistent care to families.
• Optimize Staffing and Systems: Partner with managers to ensure 24/7 staffing coverage, effective scheduling, and workflow systems that promote efficiency and stability.
• Drive Strategic Execution: Translate organizational priorities into operational plans and deliver measurable outcomes across all Family Services programs.
• Innovate and Evolve: Research, develop, and implement new programs and service enhancements aligned with RMHC Toronto's strategic vision.
• Champion Family-Centered Care: Provide guidance in complex or sensitive family situations, ensuring staff are supported and aligned with RMHC's compassionate care philosophy.
• Manage Resources and Budgets: Oversee departmental budgets and resource allocation in collaboration with Finance and the CPO.
• Collaborate Across Departments: Work closely with Facilities, Housekeeping, Food Services, and other teams to maintain a safe, welcoming environment.
• Build Partnerships: Strengthen relationships with hospital partners, community agencies, and other RMHC Chapters to ensure coordinated service delivery.
• Foster Growth and Engagement: Partner with People & Culture to recruit, onboard, and develop staff and volunteers; foster a culture of respect, integrity, and accountability.

Qualifications
Ronald McDonald House Toronto understands that for any role, it's possible that no one person will possess all of the desired qualifications. The following is an outline of the qualifications we believe are important to bring to the position and/or develop while in the role.

About You
You are a compassionate, strategic leader with experience managing multi-site operations and large teams in a mission-driven or care-based environment. You thrive in a role that combines people leadership, operational excellence, and community impact.

Education & Experience

• 7–10 years of leadership experience in program or operations management, ideally within healthcare, social services, or non-profit sectors or similar environments
• Experience leading teams of 30+ staff and overseeing 24/7 operations.
• Post-secondary education in social work, psychology, non-profit management, or a related field (or equivalent experience).
• Proven success in policy development, program evaluation, and budget management.
• Experience working with families in crisis or emotionally sensitive situations.

Knowledge, Skills And Abilities

• Completion of satisfactory reference check, background check, and a satisfactory Vulnerable Sector Check.
• Proven leadership, communication, and decision-making skills.
• Comfort managing through change and fostering a supportive, inclusive team environment.
• Proficiency in Microsoft Office and data management systems.
• Flexibility to work evenings, weekends, and on-call as required.
• CPR and First Aid certification (or willingness to obtain upon hire).
• Integrity, discretion, and alignment with Ronald McDonald House's values of compassion, respect, integrity, and commitment.

What We Offer

At Ronald McDonald House Toronto, you're not just taking on a job; you're becoming part of a mission that makes a tangible difference every day. As the Director of Family Services, you'll play a key role in helping families feel at home when they need it most. You'll have the opportunity to shape the financial strategy of one of Canada's most recognized family-support charities.

In addition to meaningful work that supports families during critical moments, we offer:

• Impact: Your role directly contributes to the comfort and well-being of families during some of their toughest times.
• Supportive Environment: Access to our Employee & Family Assistance Program, as well as a network of caring colleagues dedicated to making a difference.
• Competitive total rewards package including a hiring salary range of $120,000 – $140,000, end of year incentive, RRSP contribution, group health and dental benefits, coverage for mental health, paramedical services and much more.
• Access to paid Wellness Days and religious days.

If you're looking to make a difference every day in the lives of children and families, submit your application today

Ronald McDonald House Toronto is an Equal Opportunity Employer.

Ronald McDonald House Toronto is committed to diversity and inclusiveness in the workplace and as an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population and families we support.

We encourage applications from members of groups that have been historically marginalized, including but not limited to Aboriginal, Indigenous, Metis and Inuit peoples, racialized groups/persons of colour, people with varying abilities, members of visible minority groups, LGBTQ2S+, those who identify as women, and other equity-seeking groups.

When contacted for a job opportunity, please advise the People and Culture team of any accommodation needed in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code to ensure you have access to an equitable process. We request that you provide your accommodation request as soon as reasonably practicable. Any information received relating to accommodation will be addressed confidentially.