House Manager - Ronald McDonald House Charities of Central Indiana (RMHCCIN)
- 07-Apr-2019 to 22-Apr-2019
- - Ronald McDonald House of Indiana, Inc.
- Indianapolis, IN, USA
- Full Time
The House Manager provides management of the Ronald McDonald House locations assuring that services are provided in a manner consistent with policy and procedures and that a compassionate, home-like and supportive environment is maintained. This position serves as the primary staff person responsible for ongoing guest relations and communications. Additional responsibilities include supervision and support to House volunteers, work study students, Riley House Lead Manager and all part-time Relief Manager staff.
DUTIES AND RESPONSIBILITIES:
I. Guest Services and Program Operations
A. Supervise front office operations during on-duty hours and perform tasks of Relief Managers and House Volunteers as needed.
B. Supervise the Lead Manager at the Riley House location and assist with Riley House operations as needed.
C. Manage guest services per established policies and procedures. Provide an atmosphere of compassion, warmth and support by interacting with guests, providing information, and by generally maintaining positive guest relations. Intervene with appropriate action and prepare required documentation as needed. Inform hospital social work staff when appropriate.
D. Coordinate guest communications with Operations, Development and Facilities staff, as needed, regarding planned activities, in-house and external events, facility maintenance disruptions and any concerns of a general nature.
E. Prepare daily waiting and room occupancy lists, weekend notes, and other documents as needed. Assure accurate completion of guest registration and all related information.
F. Supervise part-time Relief Managers by recruiting, hiring, scheduling, training, evaluating and performing other duties related to their supervision.
G. Assist in monitoring referrals, outpatient status and regular room usage.
H. Work closely with transplant social workers and staff to manage Continuing Care Apartment scheduling and usage.
I. Respond to emergency situations by notifying guests and providing necessary assistance. Assist families in case of crisis, such as patient death, making sure needs are met.
J. Assist in maintaining excellent communications and working relationship with hospital social work.
K. Work with Facilities Manager to monitor safety and security of premises and handle medical, facility, weather-related and other emergencies during on-duty and on-call hours.
L. Monitor and evaluate services. Identify and suggest new services, policies and/or procedures that would enhance the RMH program. Prepare and/or revise procedural documentation as directed.
M. Oversee day-to-day relationship with security staff. Responsible for training, updating and providing feedback regarding quality of services.
N. Coordinate and manage scheduling of relief managers for on-call phone and emergency coverage.
II. Volunteer Relations
A. Supervise and support House Volunteers ensuring they are knowledgeable of all policies and procedures and adequately prepared to implement the daily operations.
B. Collaborate with the Volunteer Manager in training volunteers and supporting service group activities. Keep the Volunteer Manager apprised of information and concerns regarding scheduling and other volunteer performance, training and attendance issues.
A. Keep the Director of Operations apprised of pertinent guest situations, program and hospital relations issues.
B. Assist with RMHCCIN special events and activities as needed.
C. Contribute to RMHCCIN team efforts by maintaining our ICARE values of innovation, compassion, accountability, respect and excellence in our mutual pursuit of providing comfort and care to families of seriously ill or injured children being served by our facility.
D. Perform other duties incidental to the work outlined in this position description.
College Degree preferred. Minimum of three years' experience working in human services, health services, guest services or related field. Demonstrated ability to effectively work with people from a variety of backgrounds, especially families in crisis. Must demonstrate compassion and empathy while remaining nonjudgmental and maintaining confidentiality in accordance with applicable law and policies. Sound judgment, decision-making and delegation skills and assertiveness skills. Demonstrated ability to work independently and as part of a team. Responsible, dependable, flexible, trustworthy and able to function with minimal direct supervision. Previous experience supervising staff. Experience working with volunteers. Demonstrated ability to communicate effectively both verbally and in writing. Strong interpersonal skills and human relations skills. Must be outgoing and compassionate. Working knowledge of MS Office Word & Excel, basic business office practices and basic statistical reporting functions.
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