Family Services Assistant (Part Time)

About the Position

The Family Services Assistant reports to the Manager, Family Services and welcomes, registers, and provides general support to all families and guests staying at RMHC® SCO. In addition, the Family Services Assistant supervises and aids volunteers on duty as well as performs various administrative and support tasks.

General Responsibilities:

• Family Support
  • Coordinate new and repeat family referrals with hospital staff
  • Welcome and acquaint families to all RMHC® SCO programs
  • Manage daily waitlist
  • Provide ongoing support for family inquiries as needed
  • Respond to family requests (in person and via mobile app) as required
  • Collaborate and communicate with hospital staff, as necessary, regarding a family’s stay
  • Monitor and connect with referring hospital staff on estimated check-out dates for existing families
  • Responds to those who are having difficulty coping and refer to the appropriate resources
  • Report matters of concern in a timely manner to the Manager, Family Services and complete incident reports as required
  • Complete check-out process for all out-going families
  • Coordinate room cleaning needs and check-in schedules with housekeeping staff on duty to ensure timely turnover of vacant rooms
  • Escalate situations requiring management intervention which occur on evenings, weekends, or statutory holidays, and provide support as directed
• Administrative and General Support
  • In cases of a medical or physical emergency, contact the appropriate emergency services and follow their guidance and contact appropriate House management
  • Accept monetary and gift in kind donations, documenting and forwarding all pertinent information to ensure timely receipts and donor stewardship
  • Enter family files into database and update as needed
  • Update daily communication tools with pertinent details from each shift
  • Complete daily tasks as assigned
  • Complete end-of-day reports and deposits
  • Distribute any guest updates/communication, as required
  • Complete security check of premises prior to end of shift (exterior door alarms are activated, office doors are locked, stoves are turned off, etc.)
  • Manage Reception desk, when assigned (greet families/visitors, manage inquiries, phone calls, parcel pick-ups and deliveries)
  • Assist with organization and storage in various areas of the House
  • Assist with general light cleaning tasks, as needed
• Volunteer and Security Support & Coverage
  • Assist with training new volunteers and supporting existing volunteers, as required
  • Provide back-up coverage for volunteer absences and cancellations (including Breakfast & Dinner services, Special Programming (i.e. Movie Night)
  • Assist with training new security guards, as required
  • Assist with communicating and providing tasks for volunteers on duty (i.e. general cleaning, etc.)
  • Check in with evening and weekend volunteers at the House and Family Rooms and provide a daily summary report to Leadership Team 
• Qualifications
  • Excellent communication skills
    Minimum of 3 years’ working experience
  • Excellent computer skills in the following programs: Database management, Word, Excel
    Post-secondary education preferred
  • Proven excellence in organization, prioritization, and attention to detail essential
  • Satisfactory Criminal Record & Judicial Matters background check
• Schedule
  • Approximately 15 to 21 hours per week (3 shifts per week)
  • Availability to cover various shifts between 3pm to 10pm weekday evenings and between
    7am to 10pm on Saturday and Sunday
  • Availability for Statutory Holiday coverage required
  • Occasional Monday to Friday coverage between 8am to 4pm
  • Must be available to work over the spring/summer months (May to August)
  • Start Date: tentative week of July 28th