Reception/Administration (Family Care Assistant)

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 and 6 weeks paid parental leave.

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

• Professional Development & Training Opportunities, rewards programs, fitness passport and more

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 other support programs for families. Our services operate 24/7 across all 365 days of the year providing compassionate hospitality to our families.

Our houses help 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 across our three Houses- located in Herston, South Brisbane and within the Queensland Children's Hospital - you will be a confident administrator with excellent customer service and communication skills. In the role of Family Care Assistant, you will deliver administration and reception support and be passionate about helping others in a compassionate and non-judgmental way and love to work in a team to providing exceptional service.

Key responsibilities:

• Deliver compassionate customer service to families with seriously ill or injured children checking in/out of our accommodation facilities, room check-ins, orientation tours, and addressing inquiries with warmth and professionalism.
• Make accommodation reservations for guests and their families and maintaining accurate records in our Reservations Management System (RMS) and other systems.
• Liaise with hospitals and patient travel subsidy providers to ensure guests journeys are streamlined.
• Provide guidance to volunteers and new team members, fostering a supportive and cohesive work environment and help deliver family activities in houses.
• Respond to guest requests and answer enquiries from a variety of stakeholders about the great range of programs and events associated with Ronald McDonald House Charities.
• Support of the general reception and administration.

Key Selection Criteria:

• Experience in reservations or reception within accommodation or healthcare settings or hotels 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.
• A proven ability to work both autonomously and collaboratively.
• Experience with trauma-informed practices and/or nonprofit organisations and volunteers is highly desirable.
• Willing to provide evidence or obtain vaccinations for whooping cough, chicken pox and measles/mumps/rubella.
• Applicants should be aware that this role spans day and evening shifts with some night shifts, as we operate 24/7. Shifts will be negotiated based on availability and organisational requirements.

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 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 28th September 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.

We are committed to keeping children and young people safe in our spaces and do not tolerate any kind of abuse. We implement prevention strategies to reduce the risk of abuse and actively seek to listen, empower, and protect children. Our team, including employees and volunteers, must meet high standards to ensure they prevent and report abuse. All roles are subject to compliance and reference checks and are subject to relevant state/territory legislation.

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. At our place, 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