Ronald McDonald House Charities South East Queensland (RMHC SEQ)

The best reasons to work for RMHC SEQ (as voted by our employees):

Pride in working for a global purpose-driven organisation and making a difference.

Benefits such as Salary packaging, 6 weeks paid parental leave & flexible work opportunities.

Guaranteed minimum of a 2% or CPI equivalent increase per annum.

Professional Development & Training Opportunities.

Ronald McDonald House Charities (RMHC) is an independent charity, providing support to ill or injured children, high-risk pregnancy expectant mothers and their families. RMHC South East Queensland is one of the many Ronald McDonald House “Chapters” across the federated structure within Australia and Globally, providing accommodation and support programs for families.

About the Role

As the Hospital Programs Team Leader, you’ll play a key role in supporting the delivery of our Family Rooms, Hospitality Carts, and family-centred spaces within Hospitals. Working closely with the Hospital Programs Manager, you’ll help lead and support a passionate team of volunteers to ensure our hospital-based programs run smoothly and compassionately every day.

This is a hands-on, people-focused role where you’ll provide day-to-day operational support, help coordinate resources, and be a go-to person for volunteers across current locations at Queensland Children’s Hospital (south Brisbane) and Gold Coast University Hospital (Southport). You’ll also contribute to the growth and expansion of our Hospital Programs and play a part in building a strong, supported volunteer team aligned with our mission.

Key responsibilities:

Lead and support Hospital Program volunteers across multiple locations, fostering a positive and inclusive culture that aligns with organisational values. Act as the main point of contact for volunteers on shift, providing real-time guidance, encouragement, and issue resolution.

Develop and coordinate volunteer rosters, proactively responding to absences and ensuring appropriate coverage for all programs and facilitate clear handovers and maintain continuity across shifts.

Support volunteer recruitment, onboarding, and role-specific training in collaboration with the Volunteer Program team and ensure ongoing compliance with hospital requirements and organisational procedures.

Act as an escalation point for volunteers to support any complex family needs, working closely with hospital social workers and other stakeholders to ensure compassionate and appropriate responses.

Support day-to-day operations of Family Rooms and Hospitality Carts, ensuring consistent, high-quality service delivery that meets family needs and organisational standards.

Assist in planning and delivering volunteer-led family engagement activities, including seasonal celebrations and special events that enhance the hospital experience for families using RMHC programs.

Monitor, order, and maintain stock and supplies across programs, coordinating with hospital and facilities teams to ensure clean, safe, and well-resourced spaces.

Maintain strong relationships with volunteers, hospital partner staff, and internal teams (e.g., Fundraising, Marketing & Communications, People & Culture etc.), ensuring smooth communication and aligned service delivery.

Key Selection Criteria:

3 years proven volunteer leadership experience with the ability to mentor and inspire a team to achieve high performance and alignment with organisational values.

Exceptional communication skills, with the ability to engage with families, staff, volunteers, and external stakeholders from diverse backgrounds.

Demonstrated problem-solving skills with a proactive approach to managing complex situations.

Strong organisational skills with the ability to prioritise tasks, meet deadlines, and maintain accurate records.

Experience in a customer-focused role, preferably in a community, healthcare, accommodation, hospitality or not-for-profit setting.

High level of professionalism and emotional intelligence, with the ability to manage sensitive situations with empathy and respect.

Competence in using administrative systems (highly desirable to have experience using Better Impact for volunteer management)

Willing to participate in an on-call roster and some weekend/out of hours support may be required

Highly desirable: Experience working with Volunteers, Training and/or qualifications in Business, Human Resources, Social Services or Leadership.

Willing to provide evidence or obtain vaccinations for whooping cough, chicken pox, Hepatitis B and measles/mumps/rubella to work within QLD Health environments.

Please note a high degree of emotional resilience is required for this role due to the nature of our Charity and families we support. Our families are often experiencing high levels of stress, and staff do at times experience or witness violence and aggression or exposure to information related to health, grief/loss, Domestic/Family violence, Child Safety and/or Drug and alcohol use.

If you're a motivated, compassionate individual with a passion for supporting others and contributing to organisational success, we invite you to apply. To do so, please submit your Resume and Covering Letter (must address the role’s key selection criteria above to be considered) by 27th 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 police and working with children checks, to assess applicants’ suitability to work with children and families.

Applicants must have the right to work in Australia and have the appropriate Visa.

Our Values - We lead with compassion, we are deeply respectful, we act with integrity, we are firmly committed.

RMHC values and promotes an inclusive workplace where everyone, from any background, can feel valued, be appreciated and do their best work. In our programs, everyone regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship 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 www.rmhcseq.org.au