Family Liaison Officer (Afternoon)

Ronald McDonald House Charities (RMHC) North Australia is a vibrant, busy organisation with a mission to provide essential services that remove barriers, strengthen families and promote healing when children need healthcare. RMHC North Australia is an independent, not-for-profit organisation, part of a global charity with a highly collaborative federated structure in Australia.   Our services operate 365 days of the year.

Our House helps to keep families close during times of heightened stress and emotion, as well as providing the opportunity for families to meet with, and draw comfort from, other families in similar situations. Our dedicated and friendly staff and volunteers provide invaluable support to the families who stay with us.

Working weekday afternoon/evening shifts from midday to 8pm in a full-time role at our Townsville House, you will be a confident administrator with excellent customer service and communication skills. You are someone who finds purpose in supporting others with compassion and empathy, and you thrive in a collaborative team environment where exceptional service is a shared goal, whilst being able to work autonomously during the quieter evening periods.

Key responsibilities:

• Greet and welcome all guests and visitors to Ronald McDonald House.

• Answer, screen and forward incoming phone calls and provide accurate information.

• Maintain House security by following safety procedures and controlling access via reception desk.

• Pre-check liaising with hospitals and patient travel subsidy providers to ensure guests journeys are streamlined.

• Ensure families are checked into the House and provided an orientation and all necessary information for their stay including explaining the conditions of stay and items available to support them to ensure the families feel welcome and comfortable during their stay.  

• Seeking feedback from families to ensure the continuous improvement in our mission delivery.

• Maintain the guest CRM including updating stay information and family details.

• Manage the end-to-end process of Family Meal Programs (including liaising with corporate and community groups, planning meals, ordering groceries, managing volunteers and overseeing compliance including with Food Safety Standards during the event).

• Organising additional family activities.

• Document incidents and issues relating to family stays

• One week per month on-call afterhours

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: 

• Experience in reservations or reception within accommodation or healthcare settings is highly desirable.

• Confidence in using computer software applications, with workplace-specific systems training provided on-the-job.

• Demonstrated ability to work under pressure, actively problem-solving while maintaining composure and compassion to achieve positive outcomes.

• 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 stakeholders from diverse backgrounds, including leading volunteers.

• A proven ability to work both autonomously and collaboratively.

• Experience with trauma-informed practices and/or non-profit organisations is highly desirable.

• The ability to gain a Food Safety Supervisor’s certificate.

Why Join RMHC North Australia?

• Make a real impact on the lives of children and families in North Australia.

• Be part of a supportive, inclusive, and passionate team.

• Opportunities for professional development and growth within a global charity.

Benefits

• Professional development and training opportunities

• Access to Fitness Passport and employee wellbeing platform

• Competitive remuneration

• Salary packaging up to $15,900 p.a.

How to Apply
 

If you're a motivated, compassionate individual with a drive for supporting others and contributing to organisational success, we invite you to apply. To do so, please submit your resume and covering letter addressing the role’s key selection criteria above to be considered, by 9am Tuesday, 28th April 2025 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 include National Criminal Checks and Working with Children Checks, to assess applicants’ suitability to work with children and families.

RMHC values and promotes an inclusive workplace where everyone, from any background, can feel valued, be appreciated and do their best work. Everyone regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, 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 https://www.rmhcna.org.au/ or call the Townsville House for a confidential discussion with the Business Support Coordinator on 07 4775 5***.