Key Responsibilities/ Tasks

• Supervise and support Family Liaison Officer (FLO) team with their day-to-day tasks
• Build relationships with families to ensure their experience is of the highest standard - receiving family feedback and complaints and managing family crisis
• Supporting and liaising with the Accommodation Services Manager to make sure rostering of all accommodation sites are completed each month
• Ensure shift cover is managed if changes are required at short notice, includes covering shifts if staff are unavailable to do so
• Oversee accommodation bookings of the houses meets the needs of families
• Be contactable and available for afterhours emergencies
• Ensure all RMHC facilities are efficiently managed to ensure smoothly day-to-day running
• Manage maintenance and House building works, ensuring effective communication with the Operations team and all staff
• Oversee ordering of stock to maintain appropriate levels of House supplies across all sites
• Support the House Support Officer in their day-to-day tasks
• Ensure all booking and database systems are accurate and kept up to date
• Monthly KPI reporting and ensure occupancy targets are met each month
• Develop relationships with Hospital stakeholders including the Social Work Department and Clinical Nurse Managers to promote our Ronald McDonald Houses and ensure families are aware of the facilities, programs and support services offered
• Ensure families are adhering to House rules/guest agreement and manage the issues of warning and evictions as required
• Assist in coordination in-house special day events such as Fathers' Day, Mothers' Day, Easter & Christmas Day
• Manage annual leave and sick leave coverage for staff

Qualifications & Training:

Required: Experience in facility management; Outstanding interpersonal communication and customer service skills; Exceptional leadership abilities with great attention to detail.

Desirable: Non-for-profit experience or understanding; Engaging and developing relationships at all levels within organisations and external "C Suite" contacts, philanthropists, government, and prominent, and respected individuals within the WA community.

Experience and Attributes:

Essential:

• Experience in a customer service focused position
• Experience in professionally handling telephone calls
• Positive attitude and enthusiasm for learning
• Desire for career development
• Customer service mentality
• Administration skills and experience
• Strong computer skills.

Cultural fit is just as important as candidate aptitude and we are proud of our workplace culture here at RMHC WA. We are looking for someone who aligns with our core values:

FAMILY - EXCELLENCE - INTEGRITY - INCLUSION - ENERGY

Safety

The safety of the children and families we help is paramount. Our recruitment and selection process includes police and working with children checks to assess applicants suitability to work with children and families.