Operations Lead, Family Services - Toronto, ON MT W

Operations Lead, Family Services · Full-time · Sunday to Thursday 12:00-8:00PM · 240 McCaul Street, Toronto · 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 McDo ...

Job description

Operations Lead, Family Services

Full-time

Sunday to Thursday 12:00-8:00PM

240 McCaul Street, Toronto

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.

We are looking for an Operations Lead, Family Services to join our team at the House, located at 240 McCaul St., Toronto.

The Role

Reporting to the Manager, Family Services, this role provides day-to-day operational and supervisory leadership for Family Services at Ronald McDonald House Toronto. Acting as the primary on-site supervisor during assigned shifts, the role ensures consistent application of policies, smooth House operations, and high-quality service to families, volunteers, and visitors.

This position supports and extends the Manager's leadership by overseeing front-line activity, supervising volunteers and students, managing key operational processes (including family background checks and front desk oversight), and serving as the designated delegate when the Manager is not on site. The incumbent plays a critical role in execution, escalation, and continuity of operations. This position is onsite with a schedule of Sunday to Thursday, 12:00 pm – 8 pm.

Key Responsibilities Include

Operational Leadership & On-Shift Oversight

• Serve as the on-site leader during assigned shifts, ensuring safe, efficient, and well-coordinated House operations.
• Act as delegate for the Manager, Family Services, supporting decision-making, issue resolution, and escalation as needed.
• Provide on-call supervisory coverage across the House and Family Rooms.

Team & Front-Line Supervision

• Recruit, onboard, schedule, and supervise volunteers, placement students, and front desk staff.
• Provide day-to-day coaching, guidance, and performance feedback.
• Ensure consistent service standards, appropriate staffing, and effective escalation of issues.

Family Admissions & Compliance

• Oversee family Criminal Background Check (CBC) processes, ensuring timely and accessible completion.
• Monitor admissions documentation and compliance, identifying risks or trends.
• Conduct room utilization reviews and audits, ensuring alignment with policies.

Family Support & Service Excellence

• Maintain a visible and supportive presence with families, identifying those needing additional support.
• Respond to and help resolve family concerns, conflicts, or crises using a trauma-informed approach.
• Foster a respectful, inclusive, and compassionate environment.

Cross-Functional Collaboration

• Coordinate with internal teams (Facilities, Food Services, Programming, Development, People & Culture) to support seamless operations.
• Identify staffing gaps and operational risks, supporting coverage and continuity.
• Promote consistency in communication, service delivery, and decision-making.

Continuous Improvement & Reporting

• Identify operational challenges and recommend improvements to processes and service delivery.
• Support implementation of policies, procedures, and operational changes.
• Provide hands-on problem solving to remove barriers to service.

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 hands-on, compassionate leader who thrives in a fast-paced, mission-driven environment. You bring strong operational judgment and a calm, confident presence, ensuring seamless day-to-day service delivery while supporting families through complex and often emotional situations.

Education & Experience

• Minimum 2 years' experience in a front-line supervisory or operational leadership role.
• Experience working in a 24/7 environment with on-call or shift-based leadership responsibilities.
• Experience supporting individuals or families in crisis or high-stress situations.
• Experience supervising staff, volunteers, or students in sensitive environments.
• Diploma in Social Services, Social Work, or related field (degree preferred).
• Certifications in First Aid/CPR and Food Safety are assets.

Requirements, Knowledge, Skills & Abilities

• Strong hands-on leadership and decision-making skills in dynamic, real-time environments.
• Ability to apply policies with sound judgment, empathy, and consistency.
• Excellent communication and interpersonal skills, with the ability to build relationships across diverse groups.
• Strong conflict resolution, de-escalation, and problem-solving capabilities.
• Highly organized and adaptable, with the ability to manage competing priorities.
• Collaborative team player with the ability to work independently when needed.
• Proficiency in Microsoft Office and database systems (CMMS experience is an asset).
• High degree of empathy, emotional intelligence, and professionalism.
• Flexibility required for on-call rotations.

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 an Operations Lead, 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 $69,706, - $82,000
• RRSP contribution, group health and dental benefits, coverage for mental health, paramedical services and much more.
• Access to paid Wellness Days and religious 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 diversity and inclusiveness in the workplace and as an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population and families we support.

We encourage applications from members of groups that have been historically marginalized, including but not limited to Aboriginal, Indigenous, Metis and Inuit peoples, racialized groups/persons of colour, people with varying abilities, members of visible minority groups, LGBTQ2S+, those who identify as women, and other equity-seeking groups.

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.