Family Service Assistant

The Family Services Assistant helps deliver a safe, supportive and welcoming environment for families staying at Ronald McDonald House (RMH). As the on shift lead, the Family Services Assistant oversees the day to day running of the House, upholds RMH standards and values, and supports families through emotionally challenging circumstances.

This role combines family-facing support with operational oversight, safeguarding awareness and responsibility for maintaining high standards across the House. The Family Services Assistant provides consistent, compassionate support, working within professional boundaries and agreed escalation pathways.

Role Scope & Key Relationships

On shift, the Family Services Assistant leads House operations and first line risk management within policy and agreed escalation routes. Key relationships include families, Housekeeping and volunteers, the Family Services team, the Family Service Manager or Deputy Family Service Manager, and relevant hospital partners and suppliers/contractors.

Key Responsibilities 1. Shift Leadership & Operational Oversight

• Lead the House on shift as the responsible point of contact, ensuring safe, smooth operations and a high-quality family experience.
• Make day to day operational decisions in line with RMH policies, ensuring standards and procedures are followed, and escalate to the Deputy Family Service Manager or Family Service Manager as required.
• Complete shift handovers and maintain accurate logs/reports to support continuity, compliance and service improvement.

2. Family Services & Wellbeing

• Welcome families, provide House tours and offer practical day to day support throughout their stay.
• Build positive, professional relationships with families, responding sensitively to distress and using agreed escalation routes when additional support is needed.
• Maintain confidentiality at all times and uphold safeguarding principles in line with policy.
• Be the first point of contact for safeguarding concerns, incidents, emergencies or conflict situations on shift, responding calmly, prioritising safety and escalating in line with RMH procedures.
• Record and report incidents promptly and accurately, sharing relevant information with senior staff.

4. House Standards, Safety & Compliance

• Conduct routine health and safety checks, addressing or reporting hazards to maintain a safe environment.
• Ensure rooms, communal areas and facilities are clean, well maintained and welcoming; report issues and help coordinate repairs.
• Support compliance with House policies and procedures, including hygiene, security and access/visitor processes.

5. Volunteer Coordination & Community Engagement

• Coordinate and support volunteers during shifts and assist with family activities/events that foster community and connection.
• Represent RMH values and culture, promoting a positive, inclusive and respectful House environment.

6. Housekeeping & Operational Support

• Coordinate shift priorities with the housekeeping team to ensure rooms and communal areas are prepared to standard.
• Support housekeeping and operational tasks as required (e.g., laundry, room turnaround and restocking), and monitor stock levels.

Person Specification Experience & Knowledge

• Experience of working in a customer service, hospitality, health, social care or similar people-facing environment.
• Experience of working with people in emotional distress and ability to respond with empathy and professionalism.
• Understanding of confidentiality and safeguarding (training can be provided) and confident using IT systems (e.g., email, booking/record systems, Microsoft Office).
• Strong interpersonal and communication skills, with the ability to support families in emotionally challenging situations.
• Confident decision maker with the ability to remain calm under pressure.
• Ability to manage competing priorities and work independently during shifts.
• Practical, hands on approach with excellent attention to detail.
• Ability to maintain professional boundaries and handle sensitive information appropriately.
• Act as a role model for RMH values, demonstrating compassion, professionalism and inclusive behaviour at all times.

Additional Requirements

• Able to work a shift pattern, including evenings, weekends and bank holidays, as required by the service
• Safer recruitment checks: Appointment will be subject to satisfactory references and required pre employment checks, including a DBS.