Family Services Coordinator

Help support prospective and current guests staying at the Ronald McDonald House Philadelphia - the first Ronald McDonald House in the world!

Position Summary: The Family Services Coordinator supports the internal operations of the Family Services office and acts as a contact for prospective and current guests staying at the Ronald McDonald House Philadelphia (RMH Philly). This role is responsible for clearly and consistently communicating RMH Philadelphia’s policies and procedures in a compassionate and ethical manner.

The Family Services Coordinator works directly with the Family Services Supervisor to make decisions regarding stay eligibility, room availability, and exceptions. Individuals must possess the ability to make decisions and work well under stressful circumstances, and are expected to maintain a positive, family-focused attitude exemplifying the philosophy of the RMH Philly mission. Due to the operation of this 24/7 facility, evening, weekend, and on-call availability is required as needed or assigned.

Must be willing and able to travel between RMH Philadelphia locations and other locations using personal vehicle or alternative.

Essential Duties:

• Facilitate the room request process for families and hospital partners
• Assist in the creation and enforcement of House and department policies and procedures
• Communicate effectively and compassionately with families to offer ongoing support
• Assist in the training of Family Services Assistants, Co-Op students/Interns, and external departments when necessary
• Participate in daily Operations and Family Support Services team meetings
• Perform check-ins to ensure the comfort of families and understanding of House policies
• Practice ethical decision making individually and in group settings
• Perform assessment of criminal background checks, eligibility, and overall need for lodging
• Utilize language interpreter services as needed for non-English speaking families
• Coordinate with hospital partners to best serve the needs of families related to their room request
• Ensure data integrity
• Track availability of local hotel partnership program and assist families with hotel process
• Identify areas of growth to improve communication, efficiency, services, and other aspects of the program
• Complete all documentation and reporting accurately and in a timely manner
• Perform regular on-call duties as scheduled
• Act as a stand-in for the Family Services Supervisor when needed
• Assist other departments in administering programs and services to in-House families as needed

Qualifications:

• Bachelor’s degree in Social Work, Human Services, Psychology, Healthcare Administration, or related field
• 1 - 3 years’ experience in providing administrative and/or direct services to vulnerable populations
• Bilingual: English/Spanish, a plus

Competencies:

• Exceptional interpersonal skills with the ability to relate to people of diverse backgrounds
• Ability to maintain confidentiality, work in a professional manner and maintain appropriate client boundaries
• Ability and desire to work in a fast-paced environment
• Strong active listening skills
• Skilled in assisting clients under stressful and/emotional circumstances
• Ability to practice empathy, patience, and sensitivity to the needs of others
• Excellent written and verbal communication skills
• Skilled at working collectively on group projects, workshops, and other assignments
• Detail oriented with excellent organizational and time management skills
• Capacity to learn and perform database functions in a timely manner
• Proficient in Outlook, Excel, and Word

Physical Requirements:

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• Primarily sedentary office work. Frequently required to sit for extended periods of time using a computer and phone.
• While performing the duties of this job, the employee is regularly required to sit; stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel; talk or hear.
• Must be physically capable of lifting, carrying, pushing, or pulling up to 10 lbs.