Family Experience Worker

FAMILY EXPERIENCE WORKER (PERMANENT - FULL TIME)

• Work for a trusted charity and help make a difference
• Join a committed team who thrive on creating a positive environment for families with ill & injured children
• Use your exceptional customer skills and compassion to make a difference to families
• Great learning and development opportunities
• May be required to work accross 24/7 roster (evening and weekend penalty rates would apply)

Ronald McDonald House Charities (RMHC) is an independent charity that helps seriously ill children and their families. RMHC South East QLD is one of the many Ronald McDonald House Chapters across Australia providing accommodation and programs for seriously ill children being treated at nearby hospitals.

Our houses help to preserve the family unit in the midst of physical, emotional and financial stress and also gives parents the chance to draw hope and comfort from other families in similar situations. Our dedicated and friendly staff and volunteers provide endless hours of care and support to our children and families.

Working across our houses in Herston and South Brisbane, you will be a confident administrator with excellent customer service and communication skills. You will be passionate about helping others in a compassionate and non-judgmental way providing a service second to none.

Key responsibilities:

• Deliver outstanding customer service to families with seriously ill or injured children, facilitating check-ins, offering orientation tours, and addressing inquiries with warmth and professionalism.
• To make accommodation reservations for guests and their families;
• Maintain accurate records in our Reservations Management System (RMS) and other systems.
• Liaise with hospitals and patient travel subsidy providers to ensure that guests are not unnecessarily inconvenienced by delays in reservations and check in.
• Provide guidance and mentorship to volunteers and new team members, fostering a supportive and cohesive work environment.
• Respond to guest requests,  and answer enquiries from a variety of people about the various Ronald McDonald Charity programs and events.

Please note a high degree of emotional resilience is required for this role due to the nature of our Charity and families we support.

Key Selection Criteria: 

• Minimum of 3 years' experience in reservations or reception within accommodation or healthcare settings, consistently delivering exceptional customer service.
• Proficiency in computer software applications and accommodation systems.
• Demonstrated ability to thrive under pressure, maintaining composure, compassion, and problem-solving skills to ensure positive outcomes and emotional stability.
• Strong organisational skills, including the ability to prioritise tasks and meet deadlines independently.
• Excellent interpersonal, verbal, and written communication skills, with a proven ability to interact professionally and sensitively with diverse stakeholders.
• Track record of success in both autonomous and collaborative work environments.
• Experience with trauma-informed practices and/or nonprofit organisations is highly desirable.
   

If you're a motivated, compassionate individual with a passion for supporting others and contributing to organisational success, we invite you to apply. 

To apply, please submit your resume and covering letter (must address the role’s key selection criteria above) by 5pm on 03/03/2024 through Seek online.

This position will be filled as soon as a suitable candidate is sourced, which may be before the advertised closing date, so please don’t delay in applying for the position.

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

Applicants must have the right to work in Australia and have the appropriate Visa.

Our Values - We lead with compassion, we are deeply respectful, we act with integrity, we are firmly committed.

RMHC values and promotes an inclusive workplace where everyone, from any background, can feel valued, be appreciated and do their best work. At our place, everyone regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship or any other aspect that makes them unique can contribute to improving the health and wellbeing of children and their families. We encourage all suitable candidates to apply including first nations Australians.

For further information, please visit our website www.rmhc.org.au/seq