Manager, Family Services
Full-time
Tuesday to Saturday
10:00AM-6:00PM
Toronto, Ontario (240 McCaul
Street)
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 a Manager, Family Services
to join our team at the House, located at 240 McCaul St., Toronto.
The Role
Reporting to the Director, Family Services, the Manager, Family Services
oversees all matters related to the admission, support, and accommodation of
families at Ronald McDonald House Toronto. The Manager, Family Services
supports the development and execution of strategic priorities related to the
House and Family Services team, the creation and implementation of policies and
procedures, and ensures a successful partnership with hospital stakeholders and
other House services & programming. This position is expected to be onsite
with a schedule Tuesday to Saturday 10:00 am- 6pm.
Key Responsibilities Include
Leadership & Team
Management
- Lead, engage, develop, and manage the Family
Services full-time and part-time teams (20+ staff).
- Provide timely feedback, coaching, and training
to team members.
- Lead staffing and scheduling to support safe,
efficient, and financially responsible 24/7 operations.
- Provide onsite and remote, on-call supervisory
support across Family Rooms and the House.
Program & Service
Delivery
- Maintain supportive and open communication with
families, identifying those needing additional support and escalating
appropriately.
- Participate in the resolution of family disputes
and issues, escalating concerns to the Director as needed.
- Assist with family program activities, including
events, dinners, and ticket distribution.
- Collaborate with internal service teams (Food
Services, Programming, School, Camps, Development) to ensure consistent
and high-quality service delivery.
Stakeholder &
Relationship Management
- Maintain strong relationships with hospital
stakeholders, acting as a key contact for referrals and admissions
processes.
- Actively participate in national chapter meetings
and initiatives.
- Collaborate with the Development team to support
Gift-in-Kind requests and donations.
Operations &
Compliance
- Oversee admissions-related documentation and
ensure compliance with policies and procedures.
- Liaise with Facilities and Maintenance on
infection control and operational matters impacting families and
programming.
- Identify trends, risks, and exceptions,
escalating to the Director as appropriate.
Strategy, Planning &
Continuous Improvement
- Contribute to the development, implementation,
and monitoring of policies and procedures.
- Participate in the development and tracking of
annual strategic plans and goals.
- Conduct evaluations of Family Services, analyzing
satisfaction and utilization data, and recommend improvements.
- Collect, analyze, and report on monthly, quarterly, and annual
Family Services metrics for leadership and board reporting.
- Work collaboratively as part of the management team to achieve
organizational goals.
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
compassionate and driven leader who thrives in a fast-paced, mission-driven
environment. You balance strong operational oversight with a hands-on,
people-first approach, bringing out the best in your team while ensuring
exceptional service delivery for families.
Education & Experience
- Minimum of three (3) years’
experience in a leadership role providing family support services or
related services.
- Experience managing and
scheduling a 24-hour team and working shift work / on-call.
- College diploma in Social
Services or Social Work or related field; bachelor’s degree preferred.
- Experience working in
healthcare or not-for-profit organization is an asset.
- Food Safety certification and CPR / First Aid certification are an
asset as they will be required for this role.
- Experience working with individuals or families in crisis or under
stress.
- Experience supervising staff working in highly sensitive or
emotional situations.
Requirements, Knowledge,
Skills & Abilities
- Demonstrated leadership experience with the ability to coach, mentor, and develop staff and volunteers.
- Strong customer service orientation, with experience supporting families in crisis and managing conflict with empathy and professionalism.
- Proven ability to manage budgets, projects, and operational priorities effectively.
- Excellent analytical and problem-solving skills, with a resourceful and solutions-focused mindset.
- Strong communication skills, with the ability to engage and influence a variety of audiences.
- Highly collaborative, with exceptional interpersonal skills and the ability to build and maintain strong relationships.
- Organized and adaptable, with the ability to manage multiple priorities in a fast-paced, evolving environment.
- Comfortable
working both independently and as part of a team.
- Proficiency
in Microsoft Office and database systems (experience with CMMS considered an
asset).
- Knowledge
of building operations, emergency procedures, and healthcare environments is an
asset.
- High
degree of empathy, compassion, and emotional intelligence.
- Flexibility
to work occasional evenings, weekends, and on-call shifts as required.
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 a Manager, 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 $83,806 – 105,000, 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.
