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 House Programs Team Leader, you’ll play a key role in supporting the daily operations of our Ronald McDonald Houses in South Brisbane, Herston, and Queensland Children’s Hospital. Working closely with the House Programs Manager, you’ll help lead and support a compassionate team of staff and volunteers to ensure families staying with us feel welcome, cared for, and supported during some of their most challenging times.

This is a hands-on, people-focused role where you’ll provide day-to-day operational leadership, coordinate rosters and resources, and be a go-to person for employees and volunteers on shift. You’ll also contribute to strengthening team culture, enhancing service quality, and delivering activities and programs that support our mission of providing essential services that remove barriers, strengthen families, and promote healing when children need healthcare.

This is a newly created role with 5 positions (Part & Full time) available that will work on a rotating 24/7 roster.

Key responsibilities:

Lead and support a diverse team of staff and volunteers on shift, creating an inclusive, values-led culture focused on service excellence and family support.

Oversee shift operations across three House locations, ensuring seamless service delivery through effective shift management, handovers, and adherence to policies and procedures.

Develop and manage rosters for staff and volunteers, ensuring optimal shift coverage, budget alignment, and timely response to changes or absences.

Support, supervise, and celebrate volunteers across House Programs, ensuring meaningful engagement, smooth onboarding, ongoing training, and a culture of appreciation.

Act as an escalation point for family concerns or complex needs, support guest check-ins/outs, and help ensure every family feels welcome, safe, and supported.

Ensure accurate data entry and reporting in the Reservations Management System (RMS), while supporting financial tasks like billing and subsidy coordination.

Plan and support volunteer-led programs and special events, from Kids Club to seasonal celebrations, that enhance the family experience in our Houses.

Work with internal teams (e.g., Hospital Programs, Fundraising, Marketing & Communications, People & Culture) to align services, contribute to projects and continuous improvement, and deliver on RMHC SEQ’s strategic goals.

Key Selection Criteria:

3 years proven leadership experience with the ability to mentor and inspire a team to achieve high performance, excellent customer service 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, including reservations and database management tools.

Willing to work a rotating roster across 24/7 role sharing with other Team Leaders

Highly desirable: Experience working with Volunteers, Training, Child protection, hotels or accommodation facilities and qualifications in Business, Social Services, Psychology 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