Operations Coordinator

We are seeking a dynamic and detail oriented individual to serve as Operations Coordinator at Ronald McDonald House Charities of Greater Delaware. This individual will be reliable, flexible, and possess excellent customer service skills. Effective communication skills and timely follow-through are essential for success in this role.

Position Summary:

The Operations Coordinator assists the Operations Director with executing day-to-day operations at the Ronald McDonald House. The Operations Coordinator will be responsible for operations support, management of the Spoonful of Hope meal program, support and management of volunteers and groups, and act as manager on duty as needed while on-site.

Hours: Work hours are generally 11:00am-7:00pm. Other hours as part of the on-call staff rotation and required trainings. Occasional weekends depending on the needs of the program and House events.

Location: This is an on-site role

Job Responsibilities:

Operations: Support the Operations Director in the daily operations of the Ronald McDonald House. Consistently contribute to the ongoing operational success of the House

• Meet family needs in a supportive and friendly manner
• Assist Operations Director in managing the housekeeping team and maintaining general cleanliness of the House
• Serve as Manager on Duty when Operations Director is unavailable or not on site
• Contribute to operational success by being self-directed in completing tasks as needs arise, or volunteers are unavailable
• Serve and actively participate on the Programs and Operations Team
• Participate in working on-call shifts
• Participate in appropriate trainings in order to maintain effective management capabilities of the House. This may include additional training requests from Operations Director
• Maintain equipment and supplies of visitor registration system
• Manage and report survey results
• Complete Front Desk money reconciliation

Spoonful of Hope:

• Serve as main point of contact for meal group inquiries. Reply to inquiries in a timely manner
• Assist with recruitment initiatives for groups
• Produce and distribute meal program information including: pre-arrival requirements, commercial kitchen orientation, and other House procedures
• Ensure positive group volunteer experience. Manage meal groups when on-site including greeting, orienting, touring, and providing support and guidance.
• Ensure timely acknowledgements are sent to the meal group their volunteer participation
• Arrange for outside meals when chef is unavailable. This includes ordering, payment, and logistics for getting the meals to RMH
• Ensure adequate supply of items necessary for the meal program to run smoothly including: gloves, hair nets, beard nets, food storage containers, and tools used by meal groups and regular volunteers
• Track and record payment for registered groups. Provide information to the Development Team and follow up to ensure payment before the volunteer date
• Provide Meal Group information to Development Team on a timely basis and in a manner that can be imported to the House’s CRM

Transportation Program: Manage all aspects of the transportation program to ensure vehicle safety, record keeping, maintenance, and training

• Lead volunteer onboarding and training
• Maintain motor vehicle reports for all qualified drivers
• Maintain van statistics
• Schedule and track vehicle service and inspections
• Keep track of all maintenance and repair expenses

Property Management: Support Operations Director in property management tasks and initiatives

• Assist in maintenance and repair needs that arise
• Interface with vendors on facility needs and report results to Operations Director
• Manage CMMS system to track maintenance and repairs of building assets

Service Groups and Community Volunteers: Work with the Operations Director and Director of Volunteer Services to build positive relationships with groups and volunteers to ensure a positive and rewarding experience

• Place service group opportunities on RMH volunteer platform. This includes: available dates, group requirements, project descriptions, and other parameters that are relevant to the group opportunity
• Identify and train individual House Volunteers to assist with on-site service group relations
• Assist Operations Director and Director of Volunteer Services with special group requests that fall outside of the normal group opportunities

Volunteer Relations: Nurture and retain new and current individual volunteers and service groups by providing exemplary customer service and ensuring a positive and rewarding volunteer experience

• Provide support and coaching to Front Desk volunteers
• Assist in managing volunteers during their shift by: answering questions, providing projects, and ensuring volunteers have the tools needed to be successful
• Develop creative methods for recognizing group volunteers

Other Responsibilities:

• Maintain high standards of hospitality and customer service in all interactions
• Represent the House in a compassionate and empathetic manner when interacting with guests, volunteers, and other visitors
• Attend speaking opportunities as approved by the Operations Director or President & CEO to act as an ambassador for the House
• Maintain and respect confidential information related to families, volunteers, donors and House operations
• Perform other duties as assigned by President & CEO and Operations Director

Job Qualifications:

• 2+ years of relevant experience
• Bachelor's degree preferred
• Valid driver's license required
• Self-directed
• Exceptional time management and organizational skills
• Strong computer skills and ability to learn new programs
• Previous experience working in a nonprofit environment
• Demonstrated volunteer experience, or experience working with volunteers
• Demonstrated interpersonal and written communication skills
• Ability to work well with others in a dynamic team environment
• Professional, dependable, and timely
• Flexible