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 RMH® 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 RMH® 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
  • 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
  
  • 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
  • Conduct room utilization reviews and audits, ensuring alignment with policies
  • Complete end-of-day reports and deposits
  • Distribute any guest updates/communication, as required
  • Complete security check of premises prior to end of shift 
  • 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
  • Assist with training new security guards, as required
  • Check in with evening and weekend volunteers at the House and Family Rooms and provide a daily summary report to Leadership Team 
• Qualifications
  • Minimum 3 years experience in a service support role
  • Excellent communication skills
    Minimum of 3 years’ working experience
  • This is a fully on-site position. Due to the occasional need for short-notice coverage requests and weather-related scheduling adjustments, candidates must reside within a reasonable commuting distance
  • Excellent communication and interpersonal skills
  • High degree of empathy, emotional intelligence, and professionalism
  • Strong conflict resolution, de-escalation, and problem-solving capabilities
  • Highly organized and adaptable, with the ability to manage competing priorities
  • Self-starter with the ability to work independently when needed
  • Proficiency in Microsoft Office and other database systems
  • Certification in First Aid/CPR and Food Safety are assets
  • Satisfactory Criminal Record & Judicial Matters background check
  • Enrolled in post-secondary education program (preferred)
• Schedule
  • 15 to 21 hours per week (minimum 3 shifts per week)
  • Weekend and statutory holiday coverage required
  • Flexibility to cover various shifts between 3pm to 10pm weekday evenings and between
    7am to 10pm on Saturday and Sunday
  • Must be available to work over the spring/summer months (May to April)
  • Occasional Monday to Friday coverage between 8am to 4pm
  • Start Date: mid to end of March (TBD)