Family Services Associate - Family Room

About The Organization

At Ronald McDonald House® British Columbia and Yukon, we envision a province where families stay close to their sick children. Today, 2 out of 3 Canadians live in a city or town without a children’s hospital. Our Mission is to give sick children the healing power of being together with family.

About The Organization

At Ronald McDonald House® British Columbia and Yukon, we envision a province where families stay close to their sick children. Today, 2 out of 3 Canadians live in a city or town without a children’s hospital. Our Mission is to give sick children the healing power of being together with family.
As a champion of family-centered care, we enable access to children’s hospitals by providing families with sick children accommodation, meals, and wellness programs that support their emotional and physical well-being.
Since opening our first 13-bedroom House in Vancouver in 1983, Ronald McDonald House BC & Yukon has continued to grow to meet the rising need for support. In 2014, we opened the Heather House, a 73-bedroom House on the grounds of BC Children’s Hospital, along with a Ronald McDonald House Family Room inside Surrey Memorial Hospital. In 2025, we expanded once again, opening new Family Rooms at Royal Inland Hospital in Kamloops, and the University Hospital of Northern BC in Prince George, bringing comfort, care, and a place to rest to families throughout the province.
With the demand for services increasing, we are planning for even greater impact through expansion with a second House. The new Willow House is intentionally designed for comfort, connection, and wellness, and will offer families more space, more support and more ways to stay together during the toughest times. We aim to double our capacity and impact across BC and Yukon over the next five years, ensuring even more families can stay close when it matters most.
Our team is the backbone of this mission; serving families, supporting volunteers and donors, and helping spread awareness every single day.

About The Position

The Ronald McDonald House Family Room is a rest and respite space within University Hospital of Northern British Columbia for families with children receiving treatment. With an overnight guest room, laundry facilities, full kitchen, and a welcoming lounge, the space is a refuge for parents, siblings, and patients to step away from the medical environment and focus on being a family.
The Family Room is open 8:00 AM – 8:00 PM, 7 days a week. This position is part-time 16-20 hours per week, with available shifts on evenings and weekends.
This role engages with families, staff, visitors, and donors which requires the ability to interact in a thoughtful, energized, and forward-thinking manner. A preferred candidate is a multifaceted person who is self-confident, motivated, and able to work independently while being supported by volunteers. Reporting to the Family Room Supervisor, the Family Services Associate helps maintain day to day operations and the services the Ronald McDonald House BC and Yukon provides to families at the University Hospital of Northern BC.
The Family Services Associate – Family Room will ensure everyone who comes into the Family Room is made to feel welcome.

Key Responsibilities Include

Reception

• Greet and welcome visitors to the Prince George Family Room to ensure a welcoming and seamless entry for visitors and guests who stay overnight.
• Organize daily administrative operations, volunteer support and conduct housekeeping duties.
• Receive all incoming phone calls and answer questions, remembering that every call may be that of a donor or family in need.
• Greet all visitors to Prince George Family Room.
• Provide orientation of the Family Room to all guests and visitors to ensure compliance with policies.
• Liaise with families, social workers, housekeeping staff, hospital representatives, donors and others.
• Orient new families to the Family Room and sleeping rooms as per orientation procedures.

Administration

• Support and supervise volunteers.
• Ensure security of Family Room and liaise with hospital security regarding any concerns,
• Provide clerical assistance as needed and maintain filing system.
• Respond to emergencies in a timely manner and complete related incident reports for review by the Senior Director, Family Services and Family Room Manager.
• Adhere to safety and emergency procedures.

Job Specific Competencies And Skills

• Alignment with the mission and values of Ronald McDonald House BC and Yukon
• Ability to represent the RMH BC with a polished, positive and professional demeanor and attitude at all times
• A commitment to working cooperatively in a team environment with staff, volunteers, families, donors, and the public
• Compassionate and caring with the drive to provide a high-quality level of service to the families we meet
• Self-motivated, ability to work independently and as a supportive team member.
• Results driven, high achiever, high positive energy.
• Organized and solutions oriented
• Active listener who enjoys meeting people at all levels.
• Basic knowledge of Microsoft Office (Teams, Word and Excel)
• Ability to prioritize, multi-task, set, and achieve deadlines.
• Clear and concise English language abilities, both written and verbal.
• Some flexibility in scheduling is required based on the needs of the organization.

Experience And Educational Requirements

• Experience working with families or those in emotional or crisis situations
• Experience in front line reception or customer service
• Experience with light housekeeping and physically able to perform light duties including bed, making and furniture arrangement
• Diploma or post-secondary education in Social Services, Community Recreation or relevant field.
• Training in San’yas, Mental Health First Aid, and Trauma Informed Care preferred.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Please note: all successful candidates will be required to undergo a vulnerable sector criminal record check.
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