Job Opening: Operations Manager – Ronald McDonald House of Washington, DC

JOB TITLE: Operations Manager, DC House
FLSA STATUS: Full-time; Exempt
REPORTS TO: Vice President, Programs & Operations

The Organization
Ronald McDonald House Charities® of Greater Washington, D.C. (RMHCDC) has been serving families in the Greater Washington, D.C. area for 40 years. Our mission is to ease the hardship of children’s illness on families. We do this through three core programs (Ronald McDonald Houses, Ronald McDonald Family Rooms, Ronald McDonald Care Mobiles) that focus on the critical needs of children, celebrating the diversity of the donors who make them possible, staying true to our heritage of responsible stewardship, and operating with accountability and transparency.

The Position
The Operations Manager is part of the House Operations Team, which includes a Family Services Manager, Family Services Assistants, Receptionist, Maintenance, and contracted Housekeeping. Under the direction of the VP Programs & Operations, the House Ops Team is responsible for implementing the mission, goals, and objectives of the Ronald McDonald Houses.

The Operations Manager manages the day-to-day operations of the House and assures that RMHCDC policies and procedures are appropriately implemented. Hours for this position are 8:00 am – 4:00 pm, Monday thru Friday (mandatory 8:00 am arrival to relieve overnight security guard). Due to the nature of this position, hours are not flexible. The Operations Manager, in conjunction with the Family Services Manager, is responsible for ensuring evening, weekend and holidays are staffed with 24 hour coverage as is required for our National RMHC License Agreement.

Success in this position will require fitting into the culture of RMHCDC. This will require a passion for the mission of the organization and for the families it serves. It will require the ability to work with a variety of stakeholders who support and help the organization. RMHCDC staff demonstrate a “can do” attitude and willingness to go the extra mile. We pride ourselves on our ability to adapt to changing circumstances and have a customer service approach to all we do.

Primary Duties and Responsibilities:
FACILITIES MANAGEMENT

  • Monitor the physical structure of the facility by performing daily inspection of House and grounds.
  • Maintain maintenance calendar and arrange for repairs and maintenance in a timely manner. Includes working with contractors for regular preventive maintenance of building systems.
  • Ensure a high standard of health and safety by ensuring that a clean and orderly environment is maintained at all times.
  • Assure compliance with code regulations by facilitating inspections of life safety systems, elevator and other building mechanical systems.
  • Identify refurbishment needs and coordinate House refurbishing projects in a timely manner.
  • Routinely inventory and maintain household supplies and furnishings.
  • Monitor and maintain building security and access control systems.

OFFICE MANAGEMENT

  • Supervise full-time Receptionist, part-time Weekend Managers, part-time Maintenance staff and contracted Housekeeping service.
  • As part of the House Ops team, oversee management of House occupancy data via guest management database.
  • Provide guidance and direction for regular daily volunteers. Assist with coordination of activities for onsite volunteer groups.
  • Work within specified House operations budget for repairs and maintenance, House refurbishing, landscape, and House supplies.
  • Ensure that donations of goods and services are documented and processed according to charity policy.
  • In conjunction with the House Ops Team, maintain referral and room assignment system, guest registration, check-in and check-out procedures, billing and fee reductions.
  • Ensure that all guest and occupancy records are accurate and maintained.

Program Administration:

Policy and Procedures

  • Supervise daily House operations to ensure services are carried out according to established policy.
  • Effectively communicate with referral sources (i.e. hospital social workers) regarding family dynamics, need for extended housing, financial concerns, etc.
  • Coordinate donations of goods and services for House programs.

Resident Interaction

  • Explain and clarify policies and procedures to residents and referral sources; assists new families in becoming familiar with the House.
  • Demonstrate empathy and ability to relate to families in crisis.
  • Ensure that House policies and rules are adhered to by family members. Intervene appropriately when rules are violated.
  • Maintain flexibility, acknowledging the elements of communal living and the need to cope with stress and grief.

Volunteer Interaction and Coordination

  • Identify areas of need that can be fulfilled with volunteer assistance. Communicate the identified needs to the Volunteer Coordinator for recruitment purposes.
  • Foster a positive environment for volunteers and show appropriate appreciation for their contributions.
  • Support on-site volunteer groups to ensure their needs are met and that they have a positive volunteer experience.

Supervisory Responsibilities:

  • Receptionist, part-time Weekend Managers, and part-time Maintenance staff.
  • Oversight of contracted Security Guards and contracted Housekeeping Service.

Core Competencies:

  • Interpersonal Skills: Ability to relate to and effectively communicate with a variety of constituents, including families in crisis.
  • Customer Service Oriented: Exhibits an attitude of service, making every effort to build positive relationships and experiences for staff, visitors and families. Presents a positive image of the Charity in all communications.
  • Problem Solver: Takes initiative, able to multi-task, make decisions and come up with solutions to ensure House operations run smoothly. Comfortable in a flexible, team-oriented environment.
  • Leadership: Possesses strong organizational and communication skills; Able to lead and motivate individuals and teams.

Key Behaviors:

  • Displays a high level of integrity, honesty and professional maturity.
  • Dependable and trustworthy.
  • Demonstrates a welcoming attitude and sensitivity to the needs of RMH families at all times.
  • Projects a positive demeanor regardless of changes in working conditions.
  • Works as a competent member of the team, willingly providing back-up support for co-workers when appropriate and actively supporting group goals.
  • Takes initiative, persists at tasks and pursues completion of objectives.
  • Makes decisions while exhibiting good judgment and a realistic understanding of issues; ability to use reason, even when dealing with emotional topics.

Qualifications:

  • Bachelor’s Degree or equivalent education or experience.
  • 5+ years of experience in facility management, management of residential services, operations, hospitality, or related field.
  • Nonprofit experience a plus.
  • Supervisory experience.
  • Experience working effectively with volunteers.
  • Proficiency with Microsoft 365; aptitude for learning new technologies.
  • Excellent communication skills, both written and verbal.
  • Reliable transportation.

Application Instructions:

Qualified candidates should send a cover letter and resumé to HR@rmhcdc.org. Resumés without a cover letter will not be considered. In order to work at RMHCDC, all employees must undergo a background check.

RMHCDC is an equal opportunity employer that values diversity of all kinds. It is our policy to ensure that all individuals are treated equally without regard to age, color, disability, gender, marital status, national origin, religion, sexual orientation, expression, gender identity or veteran status.