Family Support Specialist

Position Summary The Family Support Specialist (FSS) serves as a primary, front-line representative of Ronald McDonald House Charlottesville and is often the first face families see upon arrival.This role provides direct emotional and material support to families experiencing medical crises, ensuring a safe, welcoming, and compassionate environment 24 hours a day.The FSS balances hospitality, safety, operations, and administrative responsibilities while maintaining a warm door is always open atmosphere.Families should always feel comfortable seeking assistance--whether they need emotional support, logistical help, or something as simple as a roll of paper towels.This position requires strong situational judgment, professionalism, compassion, and attention to detail.MUST BE ABLE TO WORK WEEKENDS Essential Responsibilities:Family Care & Hospitality Welcome families warmly and provide compassionate support during their stay.Offer emotional support and practical assistance as needed.Maintain a visible presence throughout the House.Ensure common areas are welcoming, stocked, and accessible.Answer House phones promptly, day and night.Maintain an open-door policy during shifts (unless confidential matters require privacy).House Operations & Sanitation Office & Common Areas Maintain a sanitary, organized office space at all times.Sanitize high-touch surfaces (door handles, phones, railings, etc.) using approved disinfectant (e.g., Virex) at least once per shift.Log cleaning activities in the House/Maintenance section of OneNote.Kitchen & Food Areas Assess common-use refrigerator and dry goods each shift for freshness.Dispose of expired or spoiled items promptly.Monitor and restock snacks, coffee, and food items as needed.Ensure families have ample access to shared food resources.Dishwashing & Trash Monitor trash receptacles and remove when approximately 80% full.Start and monitor dishwashers; empty promptly upon completion.Ensure duties are completed within shift and not deferred unnecessarily.Safety & Security Conduct a minimum of two full property checks per shift (interior, exterior, stairwells, and all floors).Monitor all entry and exit activity.Enforce Conditions of Stay agreements.Address trespassing concerns and coordinate vehicle towing when necessary.Contact emergency services when warranted.Maintain familiarity with emergency protocols and contacts.Participate in CPR and AED certification (required or to be completed within designated timeframe).The FSM is empowered to make appropriate decisions within the scope of authority while maintaining communication with leadership when needed.Administrative Responsibilities Facilitate family check-in and check-out processes.Close out departing family files accurately.Manage waitlist entries and prepare new family folders.Conduct background checks as required.Maintain proficiency in the GRIMHIS system.Document all pertinent information in OneNote.Ensure all safety-related and operational notes are updated in real time.OneNote Usage All shift notes and safety-related information must be logged in OneNote without exception.Accurate documentation is essential for continuity of care and operational liability protection.Shift Exchange & Communication Participate in mandatory shift exchanges (15-30 minutes).Communicate key updates verbally and ensure documentation is complete in OneNote.Review prior shift notes at start of shift, especially after extended absence.Promote seamless continuity for staff and guest safety.Shift exchange is considered one of the most critical components of the role.Qualifications:High school diploma or equivalent (Associate's or Bachelor's degree preferred).Experience in hospitality, social services, healthcare support, nonprofit operations, or related field preferred.Strong interpersonal and communication skills.Ability to remain calm under pressure.Strong organizational and documentation skills.Ability to work independently while exercising sound judgment.Comfortable enforcing policies when necessary.Willingness to work evenings, weekends, holidays, and overnight shifts as required.Professional Conduct & Workplace Expectations:Maintain a light but professional dress code:No pajamas or sheer/see-through clothing.Well-groomed and neat appearance.Wear visible name badge or identification placard.Use downtime only after all duties are completed.Personal tasks must never interfere with monitoring, safety, or family support responsibilities.Office lights and common area lighting should remain on to promote warmth and visibility.Physical Requirements:Ability to walk multiple floors and stairwells per shift.Ability to lift light to moderate items (trash bags, supply boxes).Ability to remain alert and attentive throughout shift.Work Environment This position requires emotional resilience, compassion, and vigilance.Families staying at Ronald McDonald