Family Services Manager

Do you lead with heart and integrity? Are you an innovative problem-solver? Are you able to inspire others to go above and beyond? If so, we may have an opportunity for you!

Ronald McDonald House Charities® of North Central Florida (RMHCNCF) has been serving families with seriously ill children for 40 years. Our mission is to create, find, and support programs that directly improve the health and well-being of children and their families. We do this through two core programs (RM Houses and RM Family Rooms) that focus on the critical needs of children, celebrating the diversity of the donors who make them possible, staying true to our heritage of responsible stewardship, and operating with accountability and transparency.

Job Description:

The Family Services Manager is responsible for overseeing daily family support operations. This role ensures that families with children needing critical medical treatment receive compassionate care, comfortable accommodations, emotional support, and access to community resources during their stay. The Family Services Manager leads front-line staff and volunteers, maintains high service standards, and fosters a welcoming, inclusive environment aligned with the mission and values of Ronald McDonald House Charities.

Responsibilities:

Family Services:

• Oversee the intake, orientation, and departure process for guest families.
• Ensure families receive compassionate, respectful, and culturally sensitive support.
• Address family concerns, conflicts, and special requests in a timely and professional manner.
• Connect families with hospital staff, social workers, and community resources as needed.
• Maintain a safe, clean, and welcoming environment for all guests.
• Maintain a full understanding and application of RMHC policies and procedures, enforcing and explaining them to guests, and updating all family services related communications, as needed

Program Management:

• Coordinate daily operations of family services programs and guest accommodations.
• Monitor occupancy, room assignments, and waitlists.
• Develop and implement procedures to improve guest experience and operational efficiency.
• Ensure compliance with organizational policies, safety standards, and confidentiality requirements.

Staff & Volunteer Leadership

• Supervise support staff and volunteers.
• Assist with training of volunteers and staff.
• Assist in coaching and professional feedback.
• Promote teamwork, collaboration, and a mission-driven workplace culture.

Community & Hospital Relations

• Build positive relationships with hospital partners and referral sources.
• Collaborate with community organizations to support family needs.

Administrative Responsibilities

• Maintain accurate guest records and program documentation.
• Assist with inventory management and program planning.

Candidates should have passion for the RMHC mission and demonstrate the following:

• Flexibility with schedule to accommodate House needs
• Strong organizational, communication and customer service skills
• Must exhibit solid decision-making ability, approachability and dependability
• Ability to consistently follow and adhere to House policies while always maintaining a positive attitude
• Computer proficiency, including familiarity with all MS office products and Google Docs
• Ability to work independently and initiate solutions to problems
• Writes clearly and informatively; Edits work for spelling and grammar; Able to read and interpret written information.
• Identifies and resolve problems in a timely manner; Gather and analyze information skillfully; Develops alternative solutions.
• Excellent verbal skills.
• Bilingual capability (English/Spanish) is beneficial, but not required.

Other requirements:

• Successfully pass local, state and national Criminal Background Check.
• The Family Services Manager must be dependable, trustworthy and conduct him/herself at all times in a manner that reflects positively on this organization.

Physical Demands:

• Regularly required to lift, carry, walk, sit and stand.
• Near visual acuity essential for reading. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Hearing and speaking are essential for communication.
• Able to lift transport up to 50 pounds.
• Physically able to climb stairs and perform small maintenance tasks as needed.