Family Services Coordinator - Ronald McDonald Family Room Lurie Children's Hospital

We exist so families can get better together. Each night, we keep 181 families close to the care and resources they need through six area Ronald McDonald Houses® and four Ronald McDonald House Family Rooms®. Enabling families to stay close to their hospitalized child supports the health and well-being of the child and saves families more than $10 million in hotel and food costs each year. We also operate the Ronald McDonald House Care Mobile® program, providing medical care to children in underserved areas. Ronald McDonald House Chicagoland and Northwest Indiana is an independent not-for-profit 501(c)(3) organization.

The Coordinator is accountable for maintaining program function including: registering and checking out families, monitoring the physical structure of the facility, supervising housekeeping and maintenance, supporting any overnight emergency needs, complete assigned tasks during shift and being a friendly, capable and supportive staff presence in the overnight hours.

Typical Schedule

• Three ten-hour shifts, 8am - 6:30pm Thursday - Saturday

Essential Job Functions

• Execute defined policies and procedures for the program.
• Welcome and orient guests to the House, completing all check-in and check-out procedures and paperwork.
• Demonstrate a caring attitude toward families, volunteers, and donors.
• Act as liaison to hospitals for processing referrals/reservations.
• Explain/clarify program policies and procedures to guests and referring partners.
• Provide and assist families with information, directing them to resources, activities or services they may need.
• Perform regular rounds to maintain relationships with families and identify support and/or maintenance needs.
• Coordinate overall daily strategy for use of available rooms, with intention of providing service to as many families as possible.
• Assist with statistics for program by inputting daily occupancy records.
• Ensure all common areas remain clean and supplies are stocked
• Track guest donations and occupancy rates for monthly reporting purposes.
• If the position includes overnight responsibilities, this role may be required to respond to emergency situations and after-hours pages, including scheduled weekends and holidays, for urgent needs such as unplanned family arrivals, guest medical emergencies, or conflicts requiring law enforcement involvement.
• Encourage adherence to programs guidelines and coordinate a solution when violations occur.
• Utilize our digital guest registry system to create room reservations and track pertinent and appropriate guest information to ensure seamless support throughout their stay
• Assess bedroom availability for incoming families and assign bedrooms according to number of guests, potential length of stay and other needs of the families
• Complete incident reports and submit within 24 hours of occurrence, informing supervisor and other staff members of any unusual incidents.
• Act as an extension of the Community Engagement team, serving as a lead or co-lead for meal groups, baking groups and activities groups volunteering within programs.
• Provide coverage at "Welcome Desk" locations as well as other duties in the absence of volunteer support.
• Direct, train, and oversee volunteers performing essential program support functions such as meal provision, guest welcome, housekeeping, and special projects.
• Welcome family guests and visitors, providing tours and information.
• Be knowledgeable of the program location security system and features (ie. key activation, camera operation, etc.).
• Regular participation in meetings and trainings as requested by program leadership.
• Complete all data entry, record keeping, and documentation for the shift.

Qualifications, Knowledge, Skills, and Abilities

• 2 years related work experience preferred
• An equivalent combination of education, training, and/or experience will be considered
• Must be a self-starter with the ability to multitask and function effectively under pressure
• Compassionate and caring individual, aligned to our mission and standard of care
• Demonstrate empathy and the ability to relate to families in crisis

Work Environment and Physical Abilities (Reasonable accommodation may be made)

• Exposed to moderate noise levels
• Frequent interruptions, ability to multitask is key to success in this role
• Regular and predictable attendance is required
• Must be available to work irregular hours, shifts, weekends, holidays as needed. and with proper notice
• Basic office work, as well as the physical ability to perform all household tasks as needed (ie. Cleaning, making beds, laundry, etc.)
• Must be willing and able to move between program locations when necessary, advanced notice will be provided
• While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel; talk or hear
• Must be capable of carrying 35 lbs

Positions scheduled to work 30 hours or more per week are eligible for the following benefits:

• Medical, Dental, Vision
• Basic Life, Short-term, and long-term disability, voluntary employee/spouse/child life insurance
• Flexible Spending, Dependent Care, and Commuter Benefit Accounts
• Employee Assistance Program
• 401(k)
• PTO

At Ronald McDonald House Chicagoland and Northwest Indiana, we believe in diversity, equity, and inclusion in the workplace, and we welcome and will consider applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Ronald McDonald House Chicagoland and Northwest Indiana provides reasonable accommodation to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their job. If you need assistance accessing or reading this job posting or otherwise feel you need accommodation during the application or hiring process, please contact View email address on click.appcast.io. Reasonable accommodations will be determined on a case-by-case basis.