FAMILY SERVICES COORDINATOR
Reports To: Mission Services Director
Status: Full-Time, Hourly
Hours: Full-time, 40 hours per week, primarily weekday hours. Schedule and work location are based on operational, and program needs and may include the Ronald McDonald House, Family Room, and other Mission Services programs. Occasional evenings, weekends, and holiday availability may be required.
POSITION SUMMARY
The Family Services Coordinator provides compassionate, family-centered support to guests of Ronald McDonald House West Michigan while supporting the daily operations of the Ronald McDonald House and hospital-based programs.
This is a flexible, cross-program position designed to provide consistent Family Services support where it is most needed. The Family Services Coordinator may be regularly scheduled across the Ronald McDonald House, Family Room, and other Mission Services programs based on staffing, coverage, and operational needs.
This position helps ensure families experience a welcoming, safe, comfortable, and supportive environment throughout their stay. The Family Services Coordinator supports guest services, House operations, transportation, programs, volunteers, and other day-to-day needs while delivering exceptional hospitality.
KEY RESPONSIBILITIES
Family Services & Guest Support
- Welcome and orient families to the Ronald McDonald House, Family Room, and available programs and services.
- Support admissions, departures, room assignments, and daily guest needs.
- Respond to family questions, concerns, and requests with compassion and professionalism.
- Build positive and respectful relationships with families.
- Help families access available resources, services, and programs.
- Maintain confidentiality and appropriate professional boundaries.
- Resolve routine family concerns and escalate complex concerns to the Lead Family Services Coordinator or Mission Services Director as appropriate..
House Operations & Facilities
- Support the daily operation of the Ronald McDonald House.
- Prepare guest rooms and spaces for incoming families.
- Monitor common areas and shared spaces for cleanliness, organization, safety, and operational needs.
- Assist with inventory, organization, restocking, and upkeep of supplies.
- Identify and communicate maintenance, housekeeping, facility, and safety concerns.
- Follow established procedures, safety protocols, and emergency response expectations.
- Ensure assigned responsibilities are completed and important information is communicated between shifts.
- Complete routine House operational responsibilities, including laundry, room preparation, stocking, donation support, and other duties necessary to maintain a welcoming and functional environment.
Programs & Transportation
- Provide regular staffing and operational support for the hospital-based Family Room as scheduled, including opening, operating, and closing the space in accordance with established procedures.
- Assist with Hospitality Cart services and other family-centered programs and activities.
- Help maintain program spaces, supplies, and resources.
- Assist with transportation services for families as assigned.
- Coordinate transportation needs and maintain required documentation.
- Work flexibily across Mission Services locations and programs based on staffing, coverage, and operational needs.
Volunteer Support
- Work collaboratively with volunteers supporting meals, transportation, programs, and House operations.
- Welcome volunteers and provide guidance during assigned activities.
- Communicate expectations and help ensure volunteer activities are completed appropriately.
- Provide coverage for programs when volunteer coverage is unavailable or additional staff support is needed.
Documentation & Communication
- Maintain accurate guest records and operational documentation.
- Complete required logs, reports, checklists, and shift documentation.
- Maintain accurate documentation across assigned Mission Services programs and follow established data collection and reporting procedures.
- Communicate important information between shifts and team members.
- Use organizational systems and technology appropriately.
- Promptly communicate incidents, safety concerns, family concerns, or operational issues.
Team Collaboration
- Work collaboratively across Mission Services programs and locations adapting to changing coverage and operational needs.
- Support coworkers during periods of increased activity or changing operational needs.
- Participate in staff meetings, training, and cross-training.
- Contribute ideas that improve services, operations, and the family experience.
- Receive day-to-day operational direction and guidance from the Lead Family Services Coordinator while maintaining formal reporting to the Mission Services Director.
- Perform additional duties as assigned based on organizational needs.
GENERAL RESPONSIBILITIES
- Maintain thorough knowledge of Ronald McDonald House West Michigan policies, procedures, programs, and operational expectations.
- Maintain positive and collaborative relationships with families, staff, volunteers, hospital partners, vendors, and community partners.
- Attend and actively participate in staff meetings and required training.
- Communicate significant operational, family, safety, or program concerns through the appropriate leadership channels.
- Perform other duties as assigned to support organizational needs.
QUALIFICATIONS
Required
- High school diploma or equivalent.
- Experience in customer service, hospitality, healthcare, nonprofit services, human services, or a related field.
- Strong interpersonal and communication skills.
- Ability and willingness to work across multiple Mission Services locations and programs and adapt to changing assignments based on operational needs.
- Ability to work compassionately and professionally with families experiencing stressful circumstances.
- Ability to maintain confidentiality, appropriate boundaries, and exercise sound judgment.
- Strong organizational skills and attention to detail.
- Ability to work independently and collaboratively as part of a team.
- Ability to manage multiple responsibilities and adapt to changing priorities.
- Basic computer proficiency and ability to learn organizational systems and technology.
- Clean driving record and ability to meet organizational driving requirements.
- Ability to successfully complete required background checks.
- Ability to meet applicable hospital and healthcare partner health, safety, and training requirements.
- Ability to work a flexible schedule, including evenings, weekends, and holidays as required by the position.
Preferred
- Experience working with families in crisis or vulnerable populations.
- Experience in hospitality, healthcare, volunteer services, or nonprofit organizations.
- CPR/First Aid certification or willingness to obtain.
PHYSICAL DEMANDS
The physical requirements listed below are representative of those necessary to perform the essential functions of the position. Reasonable accommodations may be made to support individuals with disabilities.
- Regularly required to walk, sit, and stand throughout the workday.
- Capable of carrying out emergency procedures, including walking two flights of stairs to assist with evacuation.
- Perform or assist with laundry, trash, recycling, stocking, room preparation, and other routine House tasks.
- Lift and move objects weighing up to 25 pounds.
- Meet visual requirements necessary to safely perform job responsibilities, including close, distance, peripheral, and depth perception.
EQUAL OPPORTUNITY EMPLOYER
Ronald McDonald House West Michigan is committed to creating an inclusive and equitable workplace. We welcome applicants from all backgrounds to join our mission of providing comfort and care for families in need.