Job Description

The Weekend and Relief Manager (WRM) is primarily responsible for managing the weekend and on-call activities at The Children’s Inn at NIH and off-campus community apartments. Weekend & Relief Managers work closely with other members of the Resident Services team and departments to support families in accordance with the policies and procedures outlined in the Resident Services Manager (RSM) Task Manual.

Guest Relations:

● Provide exceptional customer service and compassionate support to families

● Become familiar with and maintain thorough knowledge of all rules, policies, and services relevant to families residing across all locations

● Ensure rule compliance and assist with resolving any family’s concerns or issues during their stay

● Assure timely communication with families regarding changes in schedules and/or activities, and direct activities on an as-needed basis

Administration:

● Maintain and update electronic records pertaining to families’ stays at The Inn

● Assist medical teams with reservations, clarifying details to ensure accuracy

● Submit and review background checks for families planning to stay at The Inn

● Provide check-in and check-out services per procedures, making and adjusting room assignments, and conducting orientation tours to ensure each family’s comfort

● Oversee volunteers assigned to support families at the Welcome Desk

● Complete special duties as assigned by the Senior Resident Services Manager. Special duties may also be assigned by the Resident Services Operations Manager, or Director of Resident Services and Family Programs

Coordination:

● Serve as the primary liaison for all family inquiries and requests, ensuring prompt and effective communication with relevant departments such as Facilities, Programming, and Housekeeping

● Collaborate with Housekeeping to ensure the upkeep and cleanliness of The Inn and off-campus community apartments

● Serve as the primary point of contact for welcoming and directing special guests, including donors, board members, and clinical staff

● Communicate with NIH’s Facility Team and the off-campus community apartments’ Property Management team regarding facility issues and repairs that impact a family’s stay

● Communicate with medical teams at the Clinical Center regarding patient support

● Lead the coordination and execution of evacuation and emergency response procedures

Qualifications:

Education:

Associate or Bachelor’s degree preferred. Ability to speak, understand and write in Spanish is preferred.

Experience:

Experience in human service facilities (family services, hospital, or therapeutic residential settings). Familiarity with hospital routines, and the needs of people in stressful or crisis situations desired. Please note this is not a clinical position.

Skills/Traits:

· Must have strong communication skills and be computer proficient.

· Be friendly, have a positive attitude, and be comfortable with a variety of lifestyles.

· Be flexible and, when necessary, demonstrate good decision-making skills to protect the safety and security of the families.

· Be compassionate and able to cope with and offer comfort to people in highly stressful and emotionally taxing situations.

· Work well in a team-oriented environment.

· Must have a clean driving record and be willing to participate in The Children’s Inn driver training program to operate Children’s Inn vehicles as needed.

Schedule:

Weekend and Relief Managers should expect to work up to 3-4 shifts per month. The shifts include:

● Saturdays from 7:00 a.m. to 7:30 p.m. or 7:00 p.m. to 7:30 am (Sunday morning)

● Sundays from 12 p.m. to 8 p.m.

● Participate in a rotating on-call schedule which provides coverage for the full time Resident Services Manager due to illness, emergency, or vacation coverage. On Call coverage could include day, evening, or holiday shifts which may extend beyond the regular WRM scheduled weekend shift.

WRMs should expect to be on call approximately eight weeks per year. Must be willing to participate in ongoing team meetings, virtual and in person training sessions that may occur outside of the scheduled on-call week, and the shifts listed above.

Compensation and Benefits:

Compensation: $24.60 p/hr.

The Children’s Inn offers a collegial work environment with exciting opportunities for professional growth. The Children’s Inn offers a 401(k) plan with up to 7% employer contribution and match available. 

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