We are looking for a Manager, Family Services to join our team in downtown Toronto at 240 McCaul Street.

The Role

Reporting to the Director, Family Services, the Manager, Family Services is responsible for the day-to-day operational management of family admissions, accommodations, and support services at Ronald McDonald House Toronto. The Manager is accountable for ensuring the safe, efficient, and consistent delivery of high-quality, family-centred services through effective leadership of the Family Services team, sound operational decision-making, and collaboration with hospital and internal partners. The Manager monitors operational performance, addresses day-to-day issues and escalations, and implements departmental priorities while escalating strategic, organizational, or high-risk matters to the Director as appropriate.

This position is expected to be onsite with a schedule Tuesday to Saturday 10:00 am- 6pm .

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.

Key Responsibilities Include

Team Leadership & People Management

- Lead, coach, and develop a high-performing Family Services team of 20+ full time and part-time employees through performance management, mentoring, and professional development.
- Oversee staffing, scheduling, and workforce planning to ensure effective 24/7 operations and service delivery.
- Provide leadership and guidance in managing complex family situations, conflict resolution, and crisis response.
- Foster a collaborative, accountable, and inclusive team culture that reflects Ronald McDonald House Toronto's mission and values.

Day to Day & Operational Leadership

- Lead the continuous improvement of Family Services policies, procedures, and service standards to enhance operational excellence and the family experience.
- Monitor service metrics, utilization, and satisfaction data to identify trends, measure performance, and drive continuous improvement.
- Prepare and present monthly, quarterly, and annual operational reports and key performance metrics.
- Identify operational risks, ensure compliance with organizational standards, and recommend effective solutions.

Relationship Management & Collaboration

- Build and maintain strong partnerships with hospital teams and community stakeholders to support referrals, admissions, and family services.
- Collaborate with internal departments to ensure seamless, coordinated service delivery and achievement of organizational goals.
- Participate in IPAC,



Community of Practice and Canadian Chapter Ronald McDonald House meetings to share best practices and support continuous improvement across Family Services operations.
- Provide rotating on-call leadership support for the House and Family Rooms, ensuring consistent operational oversight.

Family Experience & Service Excellence

- Ensure families receive compassionate, trauma-informed, and inclusive support throughout their stay.
- Oversee admissions processes and documentation, ensuring compliance with House policies and identifying opportunities for improvement.
- Support the resolution of family concerns and complex situations while escalating issues appropriately.
- Assist with family programming, special events, and initiatives that enhance the overall family experience.
- Perform other 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 driven leader who thrives in a fast-paced, mission-driven environment. You balance strong operational oversight with a hands-on, people-first approach, bringing out the best in your team while ensuring exceptional service delivery for families.

Education & Experience

- College diploma in Social Services or Social Work or related field; bachelor’s degree preferred. Food Safety certification. CPR / First Aid certification.
- Minimum three (3) years’ experience in a leadership role providing family support services or related services. Experience working in a healthcare or not-for-profit organization is an asset.
- Experience leading and scheduling teams in a 24/7 environment, including on-call responsibilities, while supporting individuals and families through crisis and other highly sensitive or emotionally complex situations.
- Overall experience working in family support services, hospitality, or customer services environments estimated at 5+ years.

Requirements, Knowledge, Skills & Abilities

- Strong leadership, coaching, and team development skills, with proven success in managing resources, daily staff allocation, staffing, and performance in a fast-paced, 24/7 workplace.
- Excellent verbal and written communication, interpersonal, and customer service skills, with the ability to effectively present information, communicate complex concepts, and support families and staff with empathy, professionalism, and sound judgment during crisis situations.




- Solid analytical, organizational, and problem-solving abilities, with experience managing multiple priorities and making effective decisions under pressure.
- Proficiency with Microsoft Office, databases, and Computerized Maintenance Management Systems (CMMS), along with knowledge of healthcare trends, medical terminology, family support environments, emergency response procedures, and the flexibility to work evenings and occasional weekends

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, you’re not just taking on a job; you’re becoming part of a mission that makes a tangible difference every day. As Manager, Family Services , 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– $105,000, 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 equity, diversity, and inclusion in the workplace. As an equal opportunity employer, we are dedicated to building a qualified workforce that reflects the diverse communities and families we serve, and to fostering an inclusive, accessible, and respectful environment where all individuals feel valued, supported, and have equitable opportunities to succeed.

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.

📌 Manager, Family Services (Toronto)
🏢 Ronald McDonald House Toronto
📍 Toronto