Operations Manager - PASOM, Pasadena

Summary:
Ronald McDonald House Pasadena is a program of Ronald McDonald House Charities of Southern California, whose mission is to provide comfort, care, and support to families of critically ill children. We keep families close to one another and to their medical care. The House program hosts 15 families a night in a home away from home, providing access to life-saving care at local partner medical centers including Huntington Health, Shriners Children's, and City of Hope.

The Operations Manager is responsible for the daily operations of family services and facility management of Ronald McDonald House Pasadena in accordance with the standards and procedures set out by the organization. The Operations Manager is responsible for the day-to-day oversight of guest services, including the management of guest services staff, the facilitation of the intake process for families, and the management of medical partner relationships and referrals. This role is responsible for ensuring a caring environment is maintained at all times.

Responsibilities

Essential Duties and Responsibilities
Duties include but are not limited to the following:

Guest/Family Services

• Manage a team, full- and part-time Guest Services Associates, which operates 7 days a week, 24 hours a day. Ensure that RMH Pasadena is properly staffed at all times.
• Ensure that daily family services for the Ronald McDonald House (including guest referrals and eligibility, guest registration, room assignments, and payments) are maintained in accordance with established policies and procedures. Communicate regularly with referral sources (i.e., hospital social workers) regarding family dynamics, special family needs and unique situations
• Foster an atmosphere of warmth and understanding, demonstrating empathy and the ability to relate to families in crisis. Ensure all staff interactions with families and providers reflect core values of compassion, respect and integrity and serve as model ambassador on behalf of RMH Pasadena.
• Responsible for overall policy and procedure training of operations staff, guest service standards, and guest survey management. Develop and implement a guest service training program that results in optimal care of families and reflects core values.
• Regularly communicate with the Family Support Services staff to ensure that family needs are met.

Medical Partner Relations

• Serve as primary liaison to social workers and other referring staff at partner medical facilities. Manage referral process and adjust policy when necessary to ensure graceful delivery and optimal care of families in need.
• Supervise referral calls for admissions and reservations and ensure Guest Services Associates execute the process in a fair, timely and compassionate manner.
• Review and evaluate length of stay extensions or program exceptions when necessary.

Facilities Management

• Responsible for the facility maintenance and care of Ronald McDonald House Pasadena, including air conditioning, electric power, plumbing and lighting systems; cleaning; decoration; grounds keeping and security.
• Coordinate and oversee the safe, secure, and environmentally-sound operations and maintenance of these assets in a cost-effective manner, and other janitorial duties such as making sure the environment is properly cleaned and ready for guests.
• Review and negotiate service contracts and work with vendors. Identify new vendors and service providers for projects as needed.
• Responsible for inventory of Ronald McDonald House furnishings and equipment.
• Identify facilities projects that could utilize volunteer support and work with Community Engagement Coordinator to schedule appropriate volunteers. Ensure volunteer service enhances the experience of families.
• Provide oversight of office technology, including hardware and software.

General Operations and Administration

• Ensure proper records and family information are maintained within organization’s database including tracking of daily statistics and monthly reporting.
• Manage common areas and associated inventory to maximize benefit to families (i.e. kitchens, pantry, game rooms, etc.). Work with Guest Services Associates to ensure proper inventory of necessary supplies.
• Be available to handle emergency situations or other urgent circumstances during nights and weekends.
• Know how to use all safety equipment and how to implement emergency procedures.
• Work with 3rd party vendors (i.e. insurance companies, private foundations, etc.) to maximize support and subsidy for family stays.
• Actively participate in relevant Chapter-wide cohort groups, including the Operations Cohort monthly meetings.

Other

• In partnership with the Executive Director, prepare programs annual plan and budget.
• Provide day-of support at IERMH fundraising special events.
• Act as a brand steward, upholding RMHC Global brand standards and consistency in all projects.

Other duties and responsibilities as assigned.

To successfully perform this job, an individual must be able to meet each essential duty satisfactorily. The qualifications listed below represent the necessary knowledge, skills, and abilities. Reasonable accommodation can be provided to help individuals with disabilities carry out these essential functions.

Education, Work Experience, Knowledge, and Qualifications

• Bachelor’s degree required with at least 4 years of non-profit and/or social work experience, or an equivalent combination of education and experience.
• Degree in social work or experience working with families in crisis preferred.
• Ability to build and maintain strong professional relationships with management, staff, and the general public, with a focus on supporting sick children and their families.
• Excellent oral and written communication skills to effectively present information, provide recommendations, and respond to questions from families, employees, managers, and public groups.
• Proficiency in reading, writing, and interpreting business documents, reports, and procedural manuals.
• Technical proficiency with Microsoft Office Suite and Canva.
• Adaptability to fast-paced environments with the flexibility to work evenings and weekends.
• Knowledge of office management and organizational practices.
• Strong multitasking skills with a keen attention to detail in a dynamic work environment.

Reasoning Ability
Demonstrate the ability to function responsibly and independently, evidenced by excellent decision-making skills, sound judgment, and confidence in exercising authority appropriately. They possess strong problem-solving skills, enabling them to address practical challenges and navigate diverse situations effectively. Their adaptability and resourcefulness are key in finding effective solutions to complex issues.

Mathematical and Computer Skills
Ability to calculate figures and amounts including basic math, percentages, and discounts. Strong proficiency in Microsoft Office Suite and Microsoft Outlook. Strong knowledge of Excel; ability to calculate figures and amounts in a spreadsheet.

Supervisory Responsibilities
Guest Service Associates/Coordinators

Certificates, Licenses, Registrations
A California Driver’s License and clean driving record is necessary for occasional offsite pick-ups of guest food or donations.

The physical demands and work environment outlined below represent what an employee may encounter while performing the essential functions of this job. Reasonable accommodation can be provided to assist individuals with disabilities in fulfilling these essential functions.

Physical Demands
This job requires regular standing, walking, reaching with hands and arms, climbing or balancing; stooping, kneeling; talking and hearing. Frequently required to be on foot. Frequent lifting and/or moving objects of up to 25 pounds is needed; for heavier items, use team lifting, ask for assistance, or use push/pull carts. Never lift or move anything beyond your capacity.

Work Environment
While performing the duties of this job, you must be willing to work independently. The noise level in the work environment is usually moderate.

At-Will Employment
You will be considered an "at-will" employee, meaning that either you or RMHCSC may terminate the employment relationship at any time, with or without cause or notice, except as otherwise required by any applicable notice provisions or RMHCSC's written policies.

Memorandum of Understanding (MOU)
This position and title may be amended, modified or adjusted according to the needs of the business.

Equal Opportunity Employer

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