Family Services Lead

For over 35 years, Ronald McDonald House Charites® of Idaho Inc. (RMHC of Idaho) has been an Idaho nonprofit established to keep families together and promote the health and well-being of children. RMHC of Idaho is committed to an inclusive and respectful culture. Our culture is led by our core values of communication, teamwork, executing for results, and compassionate care for those we serve, and those we work with and inspire. Each member of our team demonstrates these core values and is focused on our mission and the families we serve. Come be a part of our dedicated team!

Title:

Family Services Lead Reports to:

Family Services Manager Overview:

The Family Services Lead is a part-time hourly employee, with a varied schedule between the hours of 9am and 10pm 365 days a year (including holidays). The FSL oversees the family services operations during their shift, delegates tasks to team members, and resolves problems that occur on their shift. The FSL works closely with the Family Services Manager to organize guest family arrivals and registration activities and serves as a point-of-contact and support for all guest families during their stay. The FSL models RMHC's values and compassionate hospitality principles, reinforcing a culture of exemplary service for guest families.

Primary Duties and Responsibilities:

Leadership

• Oversee the daily operations during assigned shift
• Prioritize and delegate tasks to the team and ensure that all tasks are completed efficiently and effectively
• Serves as mentor to team members as needed.
• Manage shift-change handoffs, effectively communicating information and processes
• Train and coach new employees
• Maintains composure during busy and/or stressful times
• Participate in daily team huddles
• Works side-by-side with Family Services Specialists demonstrating our service standards and values
• Continually implement house rules, policies and procedures and redirect behaviors when necessary
• Foster and maintain a positive work environment Family Relations
• Support a family-centered culture that provides safe, warm, positive experiences while ensuring privacy standards, practices, and policies are followed
• Manage family registrations and check-in/outs
• Manage family referrals, screening procedures, and timeliness for check-in/outs
• Manage occupancy and room assignments for guest families
• Orient new families by giving house tours to inform families of house features, policies and expectations
• Anticipate and prepare for incoming families and their ongoing needs
• Maintain communication with referring medical agencies to provide guests with housing services, answer questions, and collaborate with social workers on moderate to complex issues; escalating issues to Family Services Manager Operations Support
• Provide assistance where needed to keep House operations and family services functioning smoothly
• Administration of house operations outside of normal business hours
• Document guest family issues or concerns and report to FSM, while maintaining confidentiality and accurate records of guest information
• Accurately enter guest check-in/check-out records
• Participate in regular staff and team meetings
• Regularly accept the arrival of in-kind donations and assist with donation storage and organization
• Proactively maintain a house appearance that is reflective of safety, cleanliness, and infection control by completing cleaning tasks of communal areas of the House
• Keep food items stocked in family kitchens and dining area
• Regularly provide support and a true sense of hospitality for all guests; fulfilling daily needs for families and executing Service Standards
• Conduct volunteer application processing, scheduling, orientation, and task assignments
• Respond in a timely manner to all correspondence and inquiries regarding volunteer activities.
• Assist Housekeeping with laundry as needed
• Other duties as assigned

Requirements:

• High School Diploma or equivalent required
• 1 to 2 years of college or equivalent preferred
• Bilingual (English/Spanish) preferred
• Must have excellent communication skills and comfort level with various computer programs
• Must have a positive attitude, be solution-oriented, and an understanding of service and hospitality
• Must be organized, able to function as a team member, accept direction, work collaboratively, communicate effectively, be confidential and conscientious, and highly sensitive to and supportive of the needs of RMHC guest families

Job Type:

Part-time Pay:

From $21.00 per hour

Benefits:

Paid time off

Language:

Bilingual (Preferred)

License/Certification:

Driver's License (Preferred) Ability to

Commute:

Boise, ID 83712 (Required) Ability to

Relocate:

Boise, ID 83712: Relocate before starting work (Required)

Work Location:

In person