Family Room Associate Montefiore Full Time

Ronald McDonald House New York is looking for a Family Room Associate to support our satellite centers in partnering hospitals. While this role’s main hub will be the NYC Health + Hospitals Montefiore Family Room, there will also be opportunities to support our other locations in Brooklyn, Queens, and Manhattan, as well as our Wellness Center at our main location on the Upper East Side. 

The Family Room Associate serves as a key component of the Programs team to advance the organization’s mission to serve and increase community knowledge and engagement. 

The pay for this role will be $24 per hour. The schedule for this position is Monday – Friday 8 AM – 4 PM

Role/Responsibilities

Essential Functions:

• This individual is accountable for all Family Room operations, including the development and implementation of programs and services, assisting and supporting guests, and facility maintenance in accordance with established policies and operating procedures. In collaboration with hospital volunteer programs and RMH-NY Volunteer coordinator. 
• As an extension of Ronald McDonald House New York, this individual will represent the organization and will work closely with the House team and hospital management.

• Uphold policies concerning eligibility of people permitted to use the Family Room. Imperative to maintain communication with key medical staff and relevant personnel as well as parents/legal guardians of pediatric patient. 
• Responsible for enforcing operations, procedures and policies
• Be consistent with the mission of RMH-NY in providing support and service to guests in specific pediatric departments: NICU, PICU, Pediatrics, Behavioral Health

• Establish and maintain effective relationships with key stakeholders including families, donors, hospital management and other RMH-NY internal key relationships
• In collaboration with hospital volunteer programs and RMH-NY Volunteer Coordinator, ensure recruitment, screening, training and evaluation of volunteer to support Family Room operations. 

Responsibilities:

• Go to or call PICU, Oncology/Hematology, CHAM, Cardiology, and Behavioral Health units to encourage caregivers coming into the Family Room
• Associates will support navigation to and from the Family Room, helping caregivers find their way from CHAM units and outpatient areas as needed.
• Associates will also collaborate closely with the Family Learning Place (FLP) team at Montefiore, who handle Family Room referrals and access coordination for families.
• Provide supplies for ongoing operation of the Family Room (snacks, laundry supplies, refreshments, creamers, cups/napkins) daily
• Maintain Log Book that oversees the Day-to-Day Operations and record quantitative measure of the impact of families served
• Develop and execute non-clinical programs/events to increase family engagement and build awareness
• Report matters of concern in a timely manner to the Assistant Director of Wellness and Family Rooms and/or the Manager/Coordinator of Family Room
• Be attentive and observed of all parts of the space/facility to ensure a safe and secure environment for all staff and guests. 
• Serve as a resource for families, guests, staff, volunteers, donors and other community members

Qualifications & Competencies

• High School Diploma or equivalent
• Minimum of two (2) years’ experience in a guest facing role; previous hotel, hospital, special event or hospitality experience a plus
• Must be able to work nights and weekends 
• Experience and proficiency with Microsoft Office skills (Excel/Word/PowerPoint)
• Strong organizational and administrative skills; ability to maintain a clean and welcoming environment for guests
• Strong written and verbal communication skills; positive and respectful interpersonal skills
• Ability to remain professional yet compassionate when interacting with families in crisis
• Hospitable demeanor when interacting with caregivers, medical staff or visitors
• Experience working with children, people with disabilities or illness a plus
• Ability to collaborate and participate as a flexible, responsive team member 
• Ability to work independently, make decisions problem solve, and adhere to priorities e
• Demonstrates ability to effectively listen, evaluate and react to sensitive members, provider and internal/external clients.
• Bi-lingual preferred (Spanish, Bangla, and Arabic)

Additional  

Equal Employment Opportunity

Ronald McDonald House New York believes that all employees are entitled to Equal Employment Opportunity. We do not discriminate against employees or applicants for employment because of race, color, creed, religion, sex, gender, age, marital status, national origin, sexual orientation, disability, veterans, citizenship status, or any other legally protected characteristic while meeting the mental and physical requirements for the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

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

• Work for this job is performed mostly in office settings or Hospitals. Some outdoor work is required. 
• This is largely a sedentary role; some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary.  
• This position may require standing or walking for extensive periods of time for major events.

Work Environment

The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The office for this job is located in the same facility where RMH-NY provides temporary accommodations to pediatric patients and their families while the patients are undergoing active medical treatment at area hospitals.  For some RMH-NY guests, medical treatment may include radiation therapy.  While radiation therapy is never administered at RMH-NY, there is the potential for some radioactive material to be present in guests who have undergone radiation therapy.  Based on radiation measurements performed throughout RMH-NY, it is not expected that individuals working at RMH-NY will receive radiation doses that would exceed the general public limit (100 millirem per year).
• The office for this job is located in the same facility where families have temporary residence. The building is open and must be staffed 24 hours a day, 7 days a week. Some holidays, weekends, evening hours may be necessary for this job.
• The noise level in the work environment is moderate to loud. Noise levels often increase with families and children who have temporary residence in the building as well as guests and musical performers for special events.
• This job operates in an office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Travel

• Some local/day travel will be necessary for the role.
• Some domestic travel may be required with overnight stays. 

Other

• This job description is an overview or major duties, activities and responsibilities required for the role.
• This description is not intended to be a complete listing of all tasks required for the role.
• Responsibilities will change with the needs of the organization.