Job Title

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 an Operations Lead, Family Services to join our team at the House, located at 240 McCaul St., Toronto. The Role Reporting to the Manager, Family Services, this role provides day-to-day operational and supervisory leadership for Family Services at Ronald McDonald House Toronto. Acting as the primary on-site supervisor during assigned shifts, the role ensures consistent application of policies, smooth House operations, and high-quality service to families, volunteers, and visitors. This position supports and extends the Managers leadership by overseeing front-line activity, supervising volunteers and students, managing key operational processes (including family background checks and front desk oversight), and serving as the designated delegate when the Manager is not on site. The incumbent plays a critical role in execution, escalation, and continuity of operations. This position is onsite with a schedule of Sunday to Thursday, 12:00 pm 8 pm. Key Responsibilities Include Operational Leadership & On-Shift Oversight Serve as the on-site leader during assigned shifts, ensuring safe, efficient, and well-coordinated House operations. Act as delegate for the Manager, Family Services, supporting decision-making, issue resolution, and escalation as needed. Provide on-call supervisory coverage across the House and Family Rooms. Team & Front-Line Supervision Recruit, onboard, schedule, and supervise volunteers, placement students, and front desk staff. Provide day-to-day coaching, guidance, and performance feedback. Ensure consistent service standards, appropriate staffing, and effective escalation of issues. Family Admissions & Compliance Oversee family Criminal Background Check (CBC) processes, ensuring timely and accessible completion. Monitor admissions documentation and compliance, identifying risks or trends. Conduct room utilization reviews and audits, ensuring alignment with policies. Family Support & Service Excellence Maintain a visible and supportive presence with families, identifying those needing additional support. Respond to and help resolve family concerns, conflicts, or crises using a trauma-informed approach. Foster a respectful, inclusive, and compassionate environment. Cross-Functional Collaboration Coordinate with internal teams (Facilities, Food Services, Programming, Development, People & Culture) to support seamless operations. Identify staffing gaps and operational risks, supporting coverage and continuity. Promote consistency in communication, service delivery, and decision-making. Identify operational challenges and recommend improvements to processes and service delivery. Support implementation of policies, procedures, and operational changes. Provide hands-on problem solving to remove barriers to service. QUALIFICATIONS Ronald McDonald House Toronto understands that for any role, its 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 handson, compassionate leader who thrives in a fastpaced, missiondriven environment. You bring strong operational judgment and a calm, confident presence, ensuring seamless daytoday service delivery while supporting families through complex and often emotional situations. Education & Experience Minimum 2 years experience in a frontline supervisory or operational leadership role. Experience working in a 24/7 environment with oncall or shiftbased leadership responsibilities. Experience supporting individuals or families in crisis or highstress situations. Experience supervising staff, volunteers, or students in sensitive environments. Diploma in Social Services, Social Work, or related field (degree preferred). Certifications in First Aid/CPR and Food Safety are assets. Requirements, Knowledge, Skills & Abilities Strong handson leadership and decisionmaking skills in dynamic, realtime environments. Ability to apply policies with sound judgment, empathy, and consistency. Excellent communication and interpersonal skills, with the ability to build relationships across diverse groups. Strong conflict resolution, deescalation, and problemsolving capabilities. Highly organized and adaptable, with the ability to manage competing priorities. Collaborative team player with the ability to work independently when needed. Proficiency in Microsoft Office and database systems (CMMS experience is an asset). High degree of empathy, emotional intelligence, and professionalism. Flexibility required for oncall rotations. The successful candidate will need to undergo a successful reference check, a satisfactory background check and immunization process as per hospital policies. What We Offer At Ronald McDonald House Toronto, youre not just taking on a job; youre becoming part of a mission that makes a tangible difference every day. As an Operations Lead, Family Services youll play a key role in helping families feel at home when they need it most. Youll have the opportunity to work with compassionate people, enhance your skill set, and contribute to a lifechanging cause. In addition to meaningful work that supports families during critical moments, we offer: Impact: Your role directly contributes to the comfort and wellbeing 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 $69,706, $82,000 RRSP contribution, group health and dental benefits, coverage for mental health, paramedical services and much more. Access to paid Wellness Days and religious days. This posting is for an active vacancy that the organization is currently seeking to fill. We do not use artificial intelligence (AI) or automated decisionmaking 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 equityseeking 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. #J-18808-Ljbffr