The Organization:

Ronald McDonald House® Washington DC has been serving families in the Greater Washington, DC, area for over 45 years. Our mission is to provide essential services that remove barriers, strengthen families, and promote healing when children need healthcare. We do this through our core program, the Ronald McDonald House®.

Ronald McDonald House Washington DC is built on the simple idea that nothing else should matter when a family is focused on the health of their child. We help make this a reality by providing housing, innovative educational and support programs, and more for families in need.

Job Summary:

The VA Operations Manager is part of the House Operations Team. Under the direction of the Chief Operating Officer and functional lead of House Operations, the House Ops Team is responsible for implementing the mission, goals, and objectives of their assigned Ronald McDonald House.

The Operations Manager oversees the maintenance and operations of the approximately over 11,500 square foot VA House, coordinates vendors when services are required to make necessary repairs and manages the collection of House program data. This position involves working closely with the Family Support Services team to maintain a welcoming, organized, efficient, clean, environment and supportive House atmosphere for all guests staying at the RMH. 

This role is the main point of contact for guests and acts as a supervisor (under the direction of the functional lead of House Operations) of the assigned House Operations Coordinator and Guest Services Associate as well as on-site management of Guest Services Manager(s) that are assigned.

Hours for this position are shifts of 8:00 am – 4:00 pm, Monday thru Friday, occasional later 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 RMHC License Agreement.

Supervisory Responsibilities:

• Assigned House Operations Coordinator
• Guest Services Managers
• Guest Services Associate
• Volunteers

Duties/Responsibilities:

Facilities and Hospitality Management

• Supervise and work collaboratively with the House Operations staff to provide the highest level of customer service to all guests staying at the House.
• In collaboration with the functional lead of House Operations and Chief Operating Officer, facilitate prompt arrangements for repairs and maintenance of guest rooms and facility grounds, and management of the Repairs and Maintenance tracker and database.
• Ensure a high standard of health and safety throughout the program facility as directed by the functional lead of House Operations.
• Conduct Inspections, cleaning, and organization of guest rooms and areas throughout the House and oversee contracted cleaning & maintenance services to ensure a professional appearance of the facility grounds and guest areas, and spaces within the RMH. This requires the position to perform light, manual labor when needed to meet this expectation
• Maintain a maintenance calendar and coordinate timely repairs and refurbishment needs in collaboration with contractors for regular preventive maintenance of building systems.
• Monitor and maintain building security and access control systems.

Program Administration

• Oversee assigned House data inputs and reports in the House Database (GRMHIS) under the direction of the Associate Director of Family Support Services, maintain systems for referral room assignments, guest registration, check-in and check-out procedures, and billing and fee reductions. 
• Coordinate the collection of donations of goods and services for programs and ensure that donations are documented, processed, and organized according to charity policy. 

• Coordinate the collection of cash and check donations mailed or received at the House program and provide a tallied audit to the Finance team.

• Record any Gift in Kind donations delivered or provided to the House program. 

• Facilitate communication between Family Support Services team and referral source personnel (ie. social workers) addressing family dynamics, extended housing needs, and financial concerns.
• Explain and clarify policies and procedures to residents and referral sources; assists new families in becoming familiar with the program space.
• Identify areas requiring volunteer assistance and relay these needs to the Community Engagement Team for recruitment purposes.
• Manage inventory ordering and distribution of supplies to optimize efficiency and economy for the RMH.
• Receive, sort, and forward incoming & outgoing deliveries for staff and families. 
• Serve as a liaison between families and external entities as required.
• Assist with Feed the House, Group Volunteer, and Activity Volunteers – providing in-person support and ensuring a positive volunteer experience.
• Work with Development & Marketing team to collect information, stories/testimonials, photographs, etc. for distribution in internal and external communications.
• Interact with donors and other outside constituents who visit the programs for tours and informational meetings. 

Required Skills/Abilities:

• Demonstrate empathy and ability to relate to families facing crisis while maintaining guest confidentiality.
• 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.
• 5+ years of experience in facility management, management of residential services, operations, hospitality, or related field.
• Nonprofit experience a plus.
• Supervisory experience.
• Ability to respond to and handle emergency situations and conflict management.
• 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.