Family Experience Representative - North Austin

Essential Responsibilities:

Family Experience:

• Serve as a representative for guest families at RMH, Family Rooms, and Happy Wheel’s Cart program within hospital partner locations
• Foster strong, meaningful relationships with families, anticipating needs, and providing personalized support
• Coordinate guest referrals from medical partners, ensuring timely check-ins and accommodations
• Deliver a highly relational approach when interacting with our guest families, creating a welcoming environment
• Guide families through the check-in process, including orientations, facility tours, and RMH guideline reviews, and schedule the initial Family Support Services meeting
• Connect families with local resources, ensuring they have access to essential services and support
• Communicate regularly with hospital case managers, social workers, and nurses to coordinate care
• Address family concerns proactively, bringing thoughtful solutions to enhance their experience

Family Support Services:

• Support the Healing Hearts program, provide referrals to the Family Support Services team, ensuring families receive compassionate care and supportive resources
• Schedules individuals and families for initial and follow-up meetings with the Family Support Services team
• Assists with ensuring families are notified of upcoming events and activities utilizing multi-channels (digital promotions, mobile app, fliers, and personal invitations). Serve families during scheduled activities at the House or in the Hospital
• Supports Camp Redbird programming with administrative duties as needed

Hospital Partner & Volunteer Coordination:

• Serve as a liaison between RMHC CTX and hospital partners, strengthening collaboration
• Manage seamless communication between hospital referrals and RMH guest services
• Train and guide weekly shift volunteers, providing clear direction on meaningful tasks that enhance family support
• Provide real-time feedback and guidance to volunteers, ensuring an impactful and positive experience

House & Family Room Operations:

• Oversee guest room and standard area inspections, ensuring the highest level of comfort, cleanliness, and safety at RMH and Family Rooms
• Assist with inventory for RMH, Family Rooms and Happy Wheel’s Cart, tracking and replenishing essential supplies for family care
• Ensure seamless communication between shifts by documenting and tracking key updates

Administrative & Organizational Leadership:

• Assist with processing mail, donations, and deposits
• Support organizational efforts to steward volunteers, donors, and community partners
• Attend staff meetings to contribute insights, provide solutions, and stay informed on RMHC initiatives

Key Qualities for Success:

• Deeply relational – Builds meaningful connections with families, hospital staff, and volunteers
• Strategic & innovative – Always seeking solutions and enhancements to serve families better
• Hospitality-driven – Creates a welcoming, comforting, and resourceful environment
• Strong communicator & liaison – Serves as a vital link between RMHC, hospital partners, and guest families
• Operationally minded – Ensures smooth logistics, inventory management, and Family service excellence

Requirements:

1. Passion for the mission of Ronald McDonald House Charities of Central Texas.

2. 2-4 years of experience in a customer-facing customer service or support position working with many people frequently. Preferred work experience in roles where creating a high-level, high-touch customer experience was expected and well executed.

3. Proficient working knowledge of Microsoft Office software, experience with Google Apps, Slack & Trello preferred.

4. Adhere to RMHC CTX policies & procedures

5. Strong skills in interpersonal interactions, flexibility, and the ability to exercise authority & sound decision-making.

6. Ability to respond to and handle emergency situations & conflict management

7. Ability to handle multiple tasks & projects with attention to detail

8. Able to be self-motivated & work independently with strong organizational skills

9. Must exhibit the following: patience, compassion, outgoing, tactful, flexibility, positivity, discretion, and professionalism. Presents a professional image and works well under pressure of constant customer contact or with difficult people.

10. Demonstrates warm, supportive, and cheerful behavior consistently.

11. Ability to function responsibly and autonomously.

12. Excellent organizational skills, attention to detail, and strong verbal and written communication skills.

13. Be dependable, flexible, and highly sensitive to and supportive of the mission of Ronald McDonald House Charities.

14. All hospital-required clearance guidelines must be met to receive hospital clearance in our House and Family Rooms.