Position Summary:

The House Operations Coordinator is responsible for supporting the day-to-day operations of the Ronald McDonald House Washington DC. This includes but is not limited to assisting family intake and stay experience, data entry, impact data collection and reporting, providing programming and services to support families, and ensuring all policies and procedures are appropriately implemented and adhered to by any families, guests or volunteers visiting the House. This position will also work collaboratively with the Community Engagement Team to support House tours, volunteers, and volunteer groups.

Hours for this position are 2:00 pm 10:00 pm, Monday thru Friday, occasional earlier and/or weekend shifts are possible. Due to the nature of this position, the role is in-person, and hours are not flexible. The House Ops team is responsible for ensuring evening, weekend and holidays are staffed with 24-hour coverage as is required for our National License Agreement.

Duties/Responsibilities:

Administrative & Hospitality Management

• Answer inquiries about the House program via phone and email.
• Under the direction of the Associate Director of Family Services, assist with DC House data entry and reports generated on House database (GRHMIS), maintain referral and room assignment system, guest registration, and check-in and check-out procedures.
• Assist with the daily responsibilities of the House to guarantee the House always operates at the highest standards.
• Ensure that all guest and occupancy records are accurate and maintained.
• In collaboration with the House Manager, effectively communicate with referral source personnel (i.e. hospital social workers) regarding family dynamics, need for extended housing, financial concerns, etc as directed by the Associate Director of Family Care.
• Explain and clarify policies and procedures to residents and referral sources; assists new families in becoming familiar with the program space.
• Ensure that policies and rules are adhered to by family members. Intervene appropriately when rules are violated.
• Identify areas of need that can be fulfilled with volunteer assistance. Communicate the identified needs to the Volunteer Manager for recruitment purposes.
• Assist with Feed the House, Group Volunteer, and Activity Volunteers providing in-person support and ensuring a positive volunteer experience.
• Interact with donors and other outside constituents who visit the programs for tours and informational meetings.
• Work with Development & Marketing team to collect information, stories/testimonials, photographs, etc. for distribution in internal and external communications.
• Prepare and send information for the nightly House Occupancy Report.
• Support the House Manager in the management of interns.

Guest Experience

• Support day-to-day operations of the House and guest experience.
• In collaboration with the Family Care team, work within specified House Ops budget for supplies and program materials and communicate activities with guest families.
• In collaboration with the House Operations team, ensure efficient program operations that meets the needs of the families we serve.
• Ensure a high standard of health and safety.

Required Skills/Abilities:

• Demonstrate empathy and ability to relate to families in crisis and ensure the confidentiality of guests.
• Interpersonal Skills: Ability to relate to and effectively communicate with a variety of constituents, including families in crisis.
• Customer Service Oriented: Exhibits an attitude of service, making every effort to build positive relationships and experiences for staff, visitors and families. Demonstrates a welcoming attitude and sensitivity to the needs of guest families at all times.
• Problem Solver: Takes initiative, able to multi-task, make decisions and come up with solutions to ensure House Operations run smoothly, even when dealing with emotional topics. Comfortable in a flexible, team-oriented environment.
• Positive Outlook: Projects a positive demeanor, regardless of changes in working conditions. Is dependable and trustworthy and displays a high level of integrity.

Education and Experience:

• Bachelor’s Degree or equivalent education or experience.
• 1 year of experience in family or children’s programming, management of residential services, operations, hospitality, or related field.
• Nonprofit experience a plus.
• Experience working effectively with volunteers.
• Proficiency with Microsoft 365; aptitude for learning new technologies.
• Excellent communication skills, both written and verbal.
• Reliable transportation.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires:

• A moderate amount of sitting and walking.
• Ability to perform light maintenance work such as: changing a toilet seat, changing lightbulbs, moving and rearranging furniture, assembling furniture, etc.
• Spending long hours in front of a computer screen
• Frequent use of hands and arms to use office equipment, telephone, computer.
• Occasional need to lift and move supplies up to 30 lbs.
• Kneeling/stooping as needed to clean and straighten the office and program spaces.
• Talking and listening to individuals and small groups is a major component of the role.