Job Overview The Family Service Coordinator (FSC) is a key frontline member of the Mark Preece Family House team, providing compassionate, personalized support to guest families and visitors while helping create a safe, welcoming and comfortable environment.

The FSC oversees guest services and family intake, monitors the House and safety, supports volunteers, completes administrative duties, and responds appropriately to emergencies or concerns. The ideal candidate is compassionate, calm under pressure, organized, resourceful and comfortable working independently. They understand the importance of making families feel welcomed and supported while maintaining professional boundaries and following House policies and procedures.

Shift Information

This is a 24/7 operation, with day and overnight shifts available. Day shifts are the primary working shifts and include the full range of Family Service Coordinator responsibilities outlined below. Overnight shifts are primarily sleep shifts, with the FSC expected to remain on site and available to respond to emergencies, safety or security concerns, and other urgent situations that may arise during the night.

Overnight staff are also responsible for completing essential monitoring and handover duties to support continuity between shifts.

Responsibilities

ROLE SUMMARY: The Family Service Coordinator (FSC) is a key frontline member of the Mark Preece Family House team, providing compassionate, personalized support to guest families and visitors while helping create a safe, welcoming and comfortable environment.

The FSC oversees guest services and family intake, monitors the House and safety, supports volunteers, completes administrative duties, and responds appropriately to emergencies or concerns. The ideal candidate is compassionate, calm under pressure, organized, resourceful and comfortable working independently. They understand the importance of making families feel welcomed and supported while maintaining professional boundaries and following House policies and procedures.

SHIFT INFORMATION: This is a 24/7 operation, with day and overnight shifts available. Day shifts are the primary working shifts and include the full range of Family Service Coordinator responsibilities outlined below. Overnight shifts are primarily sleep shifts, with the FSC expected to remain on site and available to respond to emergencies, safety or security concerns, and other urgent situations that may arise during the night.

Overnight staff are also responsible for completing essential monitoring and handover duties to support continuity between shifts.

KEY RESPONSIBILITIES:

Guest & Family Services

- Provide compassionate, respectful & personalized service to guest families and visitors, both in person & by phone.
- Serve as a welcoming and knowledgeable point of contact for families throughout their stay.
- Maintain positive working relationships with hospital staff and referral partners to support an effective and timely referral process and help ensure families who may benefit from the House are aware of our services.




- Process the intake of new and returning families (including registration, tours, review of policies and guidelines.
- Prioritize admissions and allocate rooms according to MPFH eligibility and priority criteria, while maintaining an accurate list of families seeking accommodation.
- Provide clear, accurate and complete information about family situations and needs, communicating important information to co-workers and supervisors through verbal and written reports.
- Respond calmly, tactfully and effectively to guest concerns, complaints, noise or other disturbances, using appropriate problem-solving and conflict-resolution approaches.
- Recognize when situations involving guests or visitors may become disruptive or unsafe and follow established safety procedures, including contacting police or medical assistance when required.
- Provide families with information and referrals to additional support services and community resources as appropriate.

House Operations, Safety & Security

- Help maintain a clean, welcoming and comfortable environment throughout the House and assist in prioritizing housekeeping needs with housekeeping staff based on guest and House requirements.
- Provide assistance with light housekeeping tasks when required.
- Monitor the House, grounds and entrances for safety concerns and take appropriate action when issues arise.
- During winter months, assist with monitoring and addressing snow and ice at House entrances.
- Promote food safety by monitoring food storage, refrigeration, reheating and kitchen cleanliness.
- Maintain working knowledge of House security, fire and alarm systems and respond quickly and appropriately to alarms and emergencies according to House procedures.
- Accurately document unusual situations, incidents, maintenance concerns and safety/security issues in accordance with House policies and procedures.
- Respond appropriately and promptly to emergencies involving guests, the building or grounds.
- Follow all occupational health and safety practices and procedures.

Administration & Records

- Maintain accurate and timely House records, including guest registration, payments, incident reports and other required documentation.
- Complete administrative, operational and project-related tasks as assigned.
- Ensure shift information is communicated clearly and accurately to incoming staff and supervisors to support continuity of care and House operations.
- Maintain confidentiality and handle guest and organizational information with professionalism and discretion.

Volunteer Support





- Help create a positive and welcoming experience for volunteers and recognize their important contribution to the House and the families we serve.
- Provide direction and support to volunteers during shifts, ensuring they understand their responsibilities and follow House policies and procedures.
- Communicate volunteer needs, concerns or issues to the Volunteer Manager.

EDUCATION & QUALIFICATIONS Education & Experience

- Post-secondary education in social services, human services, hospitality, healthcare or a related field is an asset.
- Previous experience in a family-support, healthcare, social-service, hospitality, nonprofit is an asset.
- Experience working with individuals or families experiencing stressful or challenging circumstances is an asset.
- Current First Aid/CPR certification is an asset.
- Food Handler certification, or willingness to obtain it, is required.

Skills and Attributes

- Compassionate, empathetic & committed to supporting families during difficult and uncertain circumstances.
- Excellent interpersonal & communication skills, with the ability to interact respectfully with families, visitors, volunteers, health professionals and community members.
- Calm & professional when responding to crisis situations, conflict, emergencies or difficult circumstances.
- Solid judgment & problem-solving skills, with the ability to assess situations and determine when additional support or intervention is required.
- Highly organized and detail-oriented, with the ability to manage multiple responsibilities and priorities during a busy shift.
- Comfortable working independently and making appropriate decisions within established policies and procedures.
- Ability to maintain professional boundaries while providing warm, compassionate and personalized support.
- Strong written communication skills and the ability to accurately document information and incidents.
- Comfortable using computers and common office/database software for documentation and communication.
- Reliable, flexible and adaptable, with a willingness to support the needs of a 24/7 operation.

Additional Requirements:

- Ability to work a flexible schedule that may include evenings, overnight shifts, weekends and statutory holidays.
- Clear vulnerable sector police check required.
- Ability to respond appropriately to emergency situations and safely perform the physical requirements of the role, including light housekeeping, laundry and other House-related tasks.

The Mark Preece Family House is committed to providing an inclusive and accessible environment. Accessibility accommodations are available throughout the recruitment process upon request. Only those selected for an interview will be contacted.

This posting is for a current vacancy.

Pay: $17.60-$21.90 per hour

Benefits

- On-site parking

Application question(s):
- The Family Service Coordinator is a people-focused role supporting patients and caregivers during what can be a very difficult and stressful time. Please tell us what interests you most about this role, and why you feel you would be a good fit.

Work Location: In person

📌 Family Services Coordinator (Canada)
🏢 Mark Preece Family House]
📍 Canada