Ronald McDonald House Charities of Central Texas, Inc Overnight Family Experience Support Representative (PRN) Austin, TX · Part time Company website

Apply for Overnight Family Experience Support Representative (PRN)

For 40 years, the mission of Ronald McDonald House Charities of Central Texas has been to create, find, and support programs that directly improve the health and wellbeing of children and families. As our hospital partners expand their advanced specialty care and our Central Texas population continues to grow, we have exceeded our capacity to serve families.

Essential Responsibilities

Family Experience & Guest Support

·       Serve as the overnight representative for guest families at the House and Family Rooms.

·       Provide compassionate, family-centered support to families experiencing medical crises.

·       Assist with after-hours check-ins and check-outs for families with medical or extenuating circumstances.

·       Provide abbreviated nighttime orientations including house guidelines, safety procedures, and access information.

·       Guide families through intake documentation and ensure alignment with RMHC CTX policies.

·       Proactively address family concerns and escalate issues when appropriate.

·       Connect families with available resources and coordinate follow-up with Family Support Services as needed.

·       Communicate relevant updates to hospital case managers, nurses, and social workers to ensure coordinated care.

House & Facility Operations

·       Maintain a safe and welcoming environment by conducting routine overnight checks of common areas, kitchen, laundry, and shared spaces.

·       Ensure cleanliness, safety, and professional presentation of the facility.

·       Document key updates to ensure seamless communication between shifts.

·       Assist with inventory oversight and replenishment of essential family care supplies.

Hospital Partner & Volunteer Support

·       Serve as a liaison between RMHC CTX and Texas Children’s Hospital overnight hours.

·       Train and guide overnight volunteers as applicable, providing direction and feedback.

·       Ensure volunteers understand meaningful tasks that enhance family support.

Emergency Response & Escalation

·       Serve as the primary on-site contact for safety and security events overnight.

·       Follow all established emergency protocols aligned with Texas Children’s Hospital and RMHC CTX.

·       Complete and submit RMHC CTX Incident Reports for all safety, behavioral, health, or facility-related events requiring follow-up.

·       Participate in annual emergency preparedness drills and infection prevention training.

·       Contact TCH Security immediately for urgent and life-safety situations.

·       Escalate concerns according to established leadership flow:

o      Family Experience Manager (Monday–Thursday)

o      Volunteer Coordinator (Monday–Thursday)

o      RMH Leadership (Monday–Thursday)

o      Weekends: Follow RMHC CTX On-Call Schedule

Qualifications & Requirements

·       Passion for the mission of Ronald McDonald House Charities of Central Texas.

·       1-2 years of experience in customer-facing or family support roles preferred, especially in high-touch service environments.

·       Ability to remain calm and exercise sound judgment during emergencies or high-stress situations.

·       Strong interpersonal, verbal, and written communication skills.

·       Ability to manage multiple responsibilities with strong attention to detail.

·       Self-motivated and comfortable working independently overnight with minimal supervision.

·       Demonstrated patience, compassion, discretion, flexibility, and professionalism.

·       Ability to maintain strict confidentiality regarding guest information.

·       Proficiency in Microsoft Office; familiarity with Google Workspace, Slack, and Trello preferred.

·       Adherence to all RMHC CTX policies and hospital clearance guidelines.

 

Overnight Accommodations

This is a sleeping position where overnight team members are provided with a private room and bed for rest during their shift when not actively assisting families or managing responsibilities.

Key Qualities for Success

·       Deeply relational and hospitality-driven

·       Strategic and solution-oriented

·       Strong communicator and liaison

·       Operationally attentive and detail-focused

·       Calm under pressure and confident in decision-making

·       Dependable, professional, and mission-aligned

This role is critical to ensuring safety, continuity, and compassionate care for families during the most vulnerable hours of their stay.

 

This role is mission-critical to RMHC CTX. It ensures families receive the highest level of care and support while advancing our impact through hospital partnerships and community engagement.

 

The position description is for informational purposes and is not an exhaustive list of all responsibilities. Additional duties that are consistent with the responsibility level of this position may be assigned.

 

Physical Requirements

The physical demands described here are representative of those that an employee must meet to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

 

●      Prolonged periods of sitting at a desk and working on a computer.

●      Must be able to lift up to 20 pounds at times.

●      Ability to work off-shift hours when needed.

 

Weekly Schedule

Weekdays & Weekends 12:30 am – 9:30 am, PRN variable based on operational needs

 

Equal Opportunity Employment Statement

RMHC CTX is committed to equal employment opportunity. All employment decisions are based on individual qualifications without regard to race, color, religion, national origin, sex, age, disability, sexual orientation, marital status, or any other status protected by law.