Manager, Family Services

Full-Time, On-Site

Tuesday to Saturday 10:00am- 6:00pm

The Role

Reportingto the Director, Family Services, the Manager, Family Services isresponsible for the day-to-day operational management of familyadmissions, accommodations, and support services at Ronald McDonald HouseToronto. The Manager is accountable for ensuring the safe, efficient, andconsistent delivery of high-quality, family-centred services througheffective leadership of the Family Services team, sound operationaldecision-making, and collaboration with hospital and internal partners. TheManager monitors operational performance, addresses day-to-day issuesand escalations, and implements departmental priorities while escalatingstrategic, organizational, or high-risk matters to the Directoras appropriate. This position is expected to be onsite with aschedule Tuesday to Saturday 10:00am - 6:00pm.

Key Responsibilities Include

Team Leadership & People Management

• Lead, coach, and develop a high-performing Family Services team of 20+ full-time and part-time employees through performance management, mentoring, and professional development.
• Oversee staffing, scheduling, and workforce planning to ensure effective 24/7 operations and service delivery.
• Provide leadership and guidance in managing complex family situations, conflict resolution, and crisis response.
• Foster a collaborative, accountable, and inclusive team culture that reflects Ronald McDonald House Toronto's mission and values.

Day to day & Operational Leadership

• Lead the continuous improvement of Family Services policies, procedures, and service standards to enhance operational excellence and the family experience.
• Monitor service metrics, utilization, and satisfaction data to identify trends, measure performance, and drive continuous improvement.
• Prepare and present monthly, quarterly, and annual operational reports and key performance metrics.
• Identify operational risks, ensure compliance with organizational standards, and recommend effective solutions.

Relationship Management & Collaboration

• Build and maintain strong partnerships with hospital teams and community stakeholders to support referrals, admissions, and family services.
• Collaborate with internal departments to ensure seamless, coordinated service delivery and achievement of organizational goals.
• Participate in IPAC, Community of Practice and Canadian Chapter Ronald McDonald House meetings to share best practices and support continuous improvement across Family Services operations.
• Provide rotating on-call leadership support for the House and Family Rooms, ensuring consistent operational oversight.

Family Experience & Service Excellence

• Ensure families receive compassionate, trauma-informed, and inclusive support throughout their stay.
• Oversee admissions processes and documentation, ensuring compliance with House policies and identifying opportunities for improvement.
• Support the resolution of family concerns and complex situations while escalating issues appropriately.
• Assist with family programming, special events, and initiatives that enhance the overall family experience.
• Perform other duties, as required.

QUALIFICATIONS

RonaldMcDonald House Toronto understands that for any role, it's possible that no oneperson will possess all of the desired qualifications. The following is anoutline of the qualifications we believe are important to bring to the positionand/or develop while in the role.

About You

You are a compassionate and driven leader whothrives in a fast-paced, mission-driven environment. You balance strongoperational oversight with a hands-on, people-first approach, bringing out thebest in your team while ensuring exceptional service delivery forfamilies.

Education & Experience

• College diploma in Social Services or Social Work or related field; bachelor's degree preferred. Food Safety certification. CPR / First Aid certification.
• Minimum three (3) years' experience in a leadership role providing family support services or related services. Experience working in a healthcare or not-for-profit organization is an asset.
• Experience leading and scheduling teams in a 24/7 environment, including on-call responsibilities, while supporting individuals and families through crisis and other highly sensitive or emotionally complex situations.
• Overall experience working in family support services, hospitality, or customer services environments estimated at 5+ years.

Requirements, Knowledge, Skills & Abilities

• Strong leadership, coaching, and team development skills, with proven success in managing resources, daily staff allocation, staffing, and performance in a fast-paced, 24/7 environment.
• Excellent verbal and written communication, interpersonal, and customer service skills, with the ability to effectively present information, communicate complex concepts, and support families and staff with empathy, professionalism, and sound judgment during crisis situations.
• Strong analytical, organizational, and problem-solving abilities, with experience managing multiple priorities and making effective decisions under pressure.
• Proficiency with Microsoft Office, databases, and Computerized Maintenance Management Systems (CMMS), along with knowledge of healthcare trends, medical terminology, family support environments, emergency response procedures, and the flexibility to work evenings and occasional weekends

The successful candidate will need to undergo a successfulreference check, a satisfactory background check and immunization process asper hospital policies.

What We Offer

At Ronald McDonald House Toronto, you'renot just taking on a job; you're becoming part of a mission that makes atangible difference every day. As Manager, Family Services,you'llplay a key role in helping families feel at home when they need it most. You'llhave the opportunity to work with compassionate people, enhance your skill set,and contribute to a life-changing cause.

In addition to meaningful work thatsupports 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 Assistances 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.

Ifyou're looking to make a difference every day in the lives of children andfamilies, submit your application today!

This posting is for an active vacancy that the organizationis currently seeking to fill.

We do not use artificial intelligence (AI) or automateddecision-making tools to screen, assess, or select candidates.