Operations Lead, Family Services
Full-time
Sunday to Thursday 12:00-8:00PM
240 McCaul Street, Toronto
The Organization
Since
1981, Ronald McDonald House Toronto has served as a place to call home for
families with seriously ill children undergoing treatment. Ronald McDonald
House Toronto encompasses a House for 81 families in downtown Toronto and seven
Family Rooms in hospitals across the Greater Toronto Area and in Sudbury. The
families we serve come from throughout Ontario, across Canada and around the
world.
We are looking for an Operations Lead, Family
Services to join our team at the House, located at 240 McCaul St., Toronto.
The Role
Reporting to the Manager,
Family Services, this role provides day-to-day operational and supervisoryleadership for Family Services at Ronald McDonald
House Toronto. Acting as the primary on-site supervisor during assigned shifts,
the role ensures consistent application of policies, smooth House operations,
and high-quality service to families, volunteers, and visitors.
This position supports and
extends the Manager’s leadership by overseeing front-line activity, supervising
volunteers and students, managing key operational processes (including family
background checks and front desk oversight), and serving as the designated
delegate when the Manager is not on site. The incumbent plays a critical role
in execution, escalation, and continuity of operations. This position is onsite
with a schedule of Sunday to Thursday, 12:00 pm – 8 pm.
Key Responsibilities Include
Operational Leadership
& On-Shift Oversight
- Serve as the on-site leader during assigned
shifts, ensuring safe, efficient, and well-coordinated House operations.
- Act as delegate for the Manager, Family Services,
supporting decision-making, issue resolution, and escalation as needed.
- Provide on-call supervisory coverage across the
House and Family Rooms.
Team & Front-Line
Supervision
- Recruit, onboard, schedule, and supervise
volunteers, placement students, and front desk staff.
- Provide day-to-day coaching, guidance, and
performance feedback.
- Ensure consistent service standards, appropriate
staffing, and effective escalation of issues.
Family Admissions &
Compliance
- Oversee family Criminal Background Check (CBC)
processes, ensuring timely and accessible completion.
- Monitor admissions documentation and compliance,
identifying risks or trends.
- Conduct room utilization reviews and audits,
ensuring alignment with policies.
Family Support &
Service Excellence
- Maintain a visible and supportive presence with
families, identifying those needing additional support.
- Respond to and help resolve family concerns,
conflicts, or crises using a trauma-informed approach.
- Foster a respectful, inclusive, and compassionate
environment.
Cross-Functional
Collaboration
- Coordinate with internal teams (Facilities, Food
Services, Programming, Development, People & Culture) to support
seamless operations.
- Identify staffing gaps and operational risks,
supporting coverage and continuity.
- Promote consistency in communication, service
delivery, and decision-making.
Continuous Improvement
& Reporting
- Identify operational challenges and recommend
improvements to processes and service delivery.
- Support implementation of policies, procedures,
and operational changes.
- Provide hands-on problem solving to remove
barriers to service.
QUALIFICATIONS
Ronald McDonald House Toronto understands that for
any role, it’s possible that no one person will possess all of the desired
qualifications. The following is an outline of the qualifications we believe
are important to bring to the position and/or develop while in the role.
About You
You are a
hands-on, compassionate leader who thrives in a fast-paced, mission-driven
environment. You bring strong operational judgment and a calm, confident
presence, ensuring seamless day-to-day service delivery while supporting
families through complex and often emotional situations.
Education & Experience
- Minimum 2 years’ experience in a front-line supervisory or operational leadership role.
- Experience working in a 24/7 environment with on-call or shift-based leadership responsibilities.
- Experience supporting individuals or families in crisis or high-stress situations.
- Experience
supervising staff, volunteers, or students in sensitive environments.
- Diploma in Social Services, Social Work, or related field (degree preferred).
- Certifications in First Aid/CPR and Food Safety are assets.
Requirements, Knowledge,
Skills & Abilities
- Strong hands-on leadership and decision-making skills in dynamic, real-time environments.
- Ability to apply policies with sound judgment, empathy, and consistency.
- Excellent communication and interpersonal skills, with the ability to build relationships across diverse groups.
- Strong conflict resolution, de-escalation, and problem-solving capabilities.
- Highly organized and adaptable, with the ability to manage competing priorities.
- Collaborative team player with the ability to work independently when needed.
- Proficiency in Microsoft Office and database systems (CMMS experience is an asset).
- High degree of empathy, emotional intelligence, and professionalism.
- Flexibility required for on-call rotations.
The successful candidate will need to
undergo a successful reference check, a satisfactory background check and
immunization process as per hospital policies.
What We Offer
At Ronald McDonald
House Toronto, you’re not just taking on a job; you’re becoming part of a
mission that makes a tangible difference every day. As an Operations Lead,
Family Services you'll play a key role in helping families feel at home
when they need it most. You’ll have the opportunity to work with compassionate
people, enhance your skill set, and contribute to a life-changing cause.
In addition to
meaningful work that supports families during critical moments, we offer:
- Impact: Your role directly contributes to the comfort and well-being of families during some of their toughest times.
- Supportive Environment: Access to our Employee & Family Assistance Program, as well as a network of caring colleagues dedicated to making a difference.
- Competitive total rewards package including a hiring salary range of $69,706, - $82,000
- RRSP contribution, group health and dental benefits, coverage for mental health, paramedical services and much more.
- Access to paid Wellness Days and religious days.
If you're looking to make a difference every day
in the lives of children and families, submit your application today!
This posting is for an active vacancy that
the organization is currently seeking to fill.
We do not use artificial intelligence (AI)
or automated decision-making tools to screen, assess, or select candidates.
Ronald McDonald House Toronto is an Equal
Opportunity Employer.
Ronald McDonald House Toronto is committed
to diversity and inclusiveness in the workplace and as an equal opportunity
employer, we are committed to establishing a qualified workforce that is
reflective of the diverse population and families we support.
We encourage applications from members of
groups that have been historically marginalized, including but not limited to
Aboriginal, Indigenous, Metis and Inuit peoples, racialized groups/persons of
colour, people with varying abilities, members of visible minority groups,
LGBTQ2S+, those who identify as women, and other equity-seeking groups.
When contacted for a job opportunity,
please advise the People and Culture team of any accommodation needed in
accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and
the Ontario Human Rights Code to ensure you have access to an equitable
process. We request that you provide your accommodation request as soon as
reasonably practicable. Any information received relating to accommodation will
be addressed confidentially.
Please visit our careers page to see more job opportunities.
