Manager, Family Rooms (SickKids)
Manager, Family Rooms (SickKids)
Full-time, Permanent
Sunday to Thursday
10 am to 6 pm
The Organization
Since 1981, Ronald McDonald House Toronto has served as a place to call home for families with seriously ill children undergoing treatment. Ronald McDonald House Toronto encompasses a House for 81 families in downtown Toronto and seven Family Rooms in hospitals across the Greater Toronto Area and in Sudbury. The families we serve come from throughout Ontario, across Canada and around the world.
We are looking for a Manager, Family Rooms (SickKids) to join our growing team at our Family Rooms at SickKids.
The Role
Reporting to the Director, Family Services, the Manager, Family Rooms is responsible for the operational leadership and overall performance of the two Ronald McDonald House Toronto Family Rooms at SickKids.
The Manager leads service delivery, staffing, and operational planning to ensure a safe, welcoming, and trauma-informed environment for families. They provide leadership to the Family Room team, including Family Room Coordinators and the Operations Lead, ensuring consistent implementation of daily operations, policies, and service standards across all shifts and locations.
Key Responsibilities Include:
Operational Leadership & Oversight
• Lead day-to-day operations of the Family Rooms at SickKids, ensuring alignment with RMH Toronto, hospital, and RMH Global policies and standards.
• Monitor service quality and performance to ensure consistent program delivery.
• Provide direction to the Operations Lead and Coordinators to support effective operations across all shifts and locations.
• Participate in the on-call rotation, providing supervisory coverage as required.
Leadership & Team Management
• Manage, coach, and develop the Family Room Coordinator team, including recruitment and performance management.
• Oversee and support the Operations Lead in coordinating on-shift operations, volunteers, and placement students.
• Foster a collaborative, service-focused team culture.
Family Experience & Service Quality
• Ensure a high-quality, trauma-informed family experience.
• Support resolution of complex or escalated service concerns.
Hospital & Stakeholder Relationships
• Act as the primary liaison with hospital partners and maintain key operational relationships.
• Collaborate with internal teams to support program delivery and initiatives.
Volunteer & Student Programs
• Oversee volunteer and placement student programs through the Operations Lead, ensuring alignment with organizational standards.
• Support the Operations Lead in addressing operational challenges related to volunteer and student participation.
Budget & Resource Management
• Develop and manage the Family Rooms operating budget, including expenditures, resources, supplies and in-kind donations.
Policy, Risk & Compliance
• Oversee policies, procedures, and SOPs, ensuring compliance with organizational and hospital standards.
• Identify risks and implement mitigation strategies in collaboration with the Director, Family Services.
Data, Reporting & Planning
• Monitor Family Room utilization, trends, and performance; prepare reports and support operational planning.
• Lead continuous improvement initiatives.
Organizational Responsibilities
• Champion Ronald McDonald House Toronto’s mission and values.
• Contribute to organizational initiatives and perform other related duties as required.
QUALIFICATIONS
Ronald McDonald House Toronto understands that for any role, it’s possible that no one person will possess all of the desired qualifications. The following is an outline of the qualifications we believe are important to bring to the position and/or develop while in the role.
About You
You are a compassionate and collaborative leader with a strong commitment to supporting families in high-stress or crisis situations. You bring a balance of operational strength and people leadership, with the ability to foster a safe, inclusive, and service-focused environment.
Education & Experience
• 5- 7 years of relevant experience in family/hospitality settings, including a minimum of three (3) years’ experience in a leadership role providing operational family support services, hospitality services, or related services.
• Experience working in healthcare, understanding hospital relationships and roles of individual healthcare professionals within a hospital community is an asset.
• College diploma in Social Services or Social Work or related field; bachelor’s degree preferred.
• Experience managing and scheduling shifts and working shift work /on-call.
• Experience working with individuals or families in crisis or under stress.
• Experience supervising staff working in highly sensitive or emotional situations.
Requirements, Knowledge, Skills & Abilities
• Demonstrated leadership with the ability to coach, develop, and mentor staff and volunteers.
• Strong customer service skills with experience in trauma-informed or crisis environments; confident in conflict resolution.
• Proven experience managing departmental budgets.
• Effective project management skills, translating strategy into actionable plans.
• Strong analytical and problem-solving abilities with a resourceful approach.
• Clear and effective verbal and written communication skills across diverse audiences.
• Excellent collaboration and interpersonal skills; able to build relationships and work both independently and in teams.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office and database/CMMS systems.
• High level of empathy and compassion.
• Flexibility to work evenings, weekends, and support a 24/7 operation as needed.
The successful candidate will need to undergo a successful reference check, a satisfactory background check (VSC) and immunization process as per hospital policies.
What We Offer
At Ronald McDonald House Toronto, you’re not just taking on a job; you’re becoming part of a mission that makes a tangible difference every day. As a Manager, Family Rooms (SickKids), you'll play a key role in helping families feel at home when they need it most. You’ll have the opportunity to work with compassionate people, enhance your skill set, and contribute to a life-changing cause.
In addition to meaningful work that supports families during critical moments, we offer:
• Impact: Your role directly contributes to the comfort and well-being of families during some of their toughest times.
• Supportive Environment: Access to our Employee & Family Assistance Program, as well as a network of caring colleagues dedicated to making a difference.
• Competitive total rewards package including a hiring salary range of $83,806 – 104,757, RRSP contribution, group health and dental benefits, coverage for mental health, paramedical services and much more.
• Access to paid Wellness Days
If you're looking to make a difference every day in the lives of children and families, submit your application today!
This posting is for an active vacancy that the organization is currently seeking to fill.
We do not use artificial intelligence (AI) or automated decision-making tools to screen, assess, or select candidates.
Ronald McDonald House Toronto is an Equal Opportunity Employer.
Ronald McDonald House Toronto is committed to diversity and inclusiveness in the workplace and as an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population and families we support. We encourage applications from members of groups that have been historically marginalized, including but not limited to Aboriginal, Indigenous, Metis and Inuit peoples, racialized groups/persons of colour, people with varying abilities, members of visible minority groups, LGBTQ2S+, those who identify as women, and other equity-seeking groups.
When contacted for a job opportunity, please advise the People and Culture team of any accommodation needed in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code to ensure you have access to an equitable process. We request that you provide your accommodation request as soon as reasonably practicable. Any information received relating to accommodation will be addressed confidentially.
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