Family Care Specialist
Overview: The Family Care Specialist (FCS) is usually one of the first and last contacts for guests staying at or visiting the Ronald McDonald House and Family Rooms. The FCS is an important ambassador for Ronald McDonald House Alabama and should be personable and caring in all interactions with guests, volunteers, donors, hospital staff and visitors. The FCS also ensures the continuity of House operations, safety, and security during normal business hours, after-hours and weekend operations.
Status: Non-Exempt, Part-time
Essential Duties and Responsibilities:
- Provides outstanding customer service and care to all guests, volunteers, donors, hospital staff and visitors that come to Ronald McDonald House.
- Assist guests/visitors with anything they may need during their stay or directs them to the appropriate person.
- Remains accessible to the guests/visitors/hospital staff during the entire shift.
- Performs guest check-ins/outs.
- Explains House policies and procedures, giving tours to new guests/visitors when necessary.
- Maintains daily occupancy and visitor logs.
- Greets all donors during the shift, records donor details, and provides information about the House.
- Fields all incoming telephone calls, checks office phone for messages routinely during the shift (i.e. hourly) and leaves messages with appropriate hospital/staff members when needed.
- Completes required guest/visitor statistics and shift paperwork.
- Oversees the ongoing operation, safety, security and cleanliness of the House during each shift.
- Responds to emergency calls after consulting with senior management, if needed.
- Documents any unresolved cleaning or maintenance problems/needs, equipment failures, etc. and reports to appropriate personnel
- Maintains the security of all entrances
- In the event of a weather emergency or any other urgent situation, contacts management and stays on duty until officially dismissed
Other Responsibilities:
- Maintain a working knowledge of Ronald McDonald House and its programs and to be able to clearly and positively represent the organization to guests, volunteers and visitors present during a shift.
- Adhere to relevant Ronald McDonald House Alabama/hospital policies and procedures.
- Contribute to Ronald McDonald House Alabama team efforts by maintaining positive, collaborative, and adaptable relationships with staff and volunteers, all working together to provide comfort and care to families of seriously ill or injured children in our care.
Qualifications, skills and abilities required:
- High school diploma with some college/vocational/technical school required
- Knowledge or experience in human services or a related field
- Strong interpersonal and communications skills
- Ability to work independently and as part of a team with minimum supervision
- Proficient in computer use and word processing; basic knowledge of spreadsheet software required
- Prior administrative or public contact work or volunteer experience
- Sound problem solving/decision-making skills
- Bilingual in Spanish is a plus