Program Support Coordinator (PM)

Job Title: Program Support Coordinator
Department: House Operations
Reports To: Program Operations Manager
FLSA Status: Exempt
Date Revised: July 31, 2025

Job Purpose

The Program Support Coordinator supports daily House operations during regular business hours and provides shift coverage in the absence of the House Managers, Evening Managers, Night Managers, or Weekend Managers due to vacations or time off. This position creates and maintains a warm, comfortable, and safe atmosphere for Guest Families, volunteers, and visitors while ensuring smooth House operations.

This is a full-time, on-site position with standard hours of Monday through Friday, 2:00 p.m. to 10:30 p.m., when not covering an alternate shift. Flexibility for evenings, nights, and weekends is required.

Essential Functions

Emergency & Facilities Response

Perform routine House walkthroughs/facility inspections and update maintenance records in Family Registry as needed.

Ensure the environment is kept neat and clean at all times.

Adhere to health and insurance safety standards required for Ronald McDonald Houses.

Supervise House cleaning or maintenance tasks as directed by the Facilities Manager.

Conduct emergency repairs when necessary.

Keep all storage areas organized and tidy.

Monitor fire alarms, smoke detectors, and phone systems to ensure they are always operational.

Address any emergency maintenance needs during scheduled work time and contact Facilities Manager immediately if needed.

House Management

Cover shifts for House Managers as needed, including evening, night, and weekend hours.

Manage office operations and House activity during scheduled shifts.

Oversee referrals, room assignments, and guest check-in/check-out procedures.

Coordinate with hotel partners for overflow lodging when applicable.

Maintain accurate guest data in Family Registry and other database systems.

Respond to phone calls and in-person inquiries in a timely and professional manner.

Carry the House emergency phone during all work hours and respond as needed.

Assist with inventory tracking and communicate supply needs to House Manager.

Support weekly room checks and daily walkthroughs to assess cleanliness, safety, and guest comfort.

Document maintenance and housekeeping needs and notify Facilities Manager.

Ensure accurate in-kind donation records are completed for all items received during assigned shifts.

Maintain professional communication with hospital referral staff.

Follow all accounting procedures and Ronald McDonald House Atlanta documentation protocols.

Guest, Donor, and Volunteer Relations

Maintain a clean environment and create an atmosphere of hospitality, ensuring the well-being and comfort of families.

Clarify and enforce Ronald McDonald House Guest Rules/Policies and Procedures tactfully.

Articulate the mission and vision of the Charity including its history; provide House tours as needed.

Promote community awareness of Ronald McDonald House Atlanta.

Perform other duties as assigned to support the House and its mission.

Qualifications

The ideal candidate should possess:

College degree and work experience in the area of Human Services.

Excellent communication, organizational, time management, sound judgment, and problem-solving skills.

Ability to conduct oneself tactfully in dealing with Guest Families and volunteers.

Experience working with infirm or disabled children and families.

Exceptional customer service skills with the ability to interact effectively with a broad range of constituents including families, volunteers, staff, and community members.

Ability to work and remain calm under pressure, meet multiple deadlines, and multitask effectively.

Commitment to service, organizational values, and professionalism, demonstrated through conduct and demeanor at all times.

Work in a positive and nurturing manner with volunteers, community groups, donors, and support staff in the House.

Highly motivated self-starter with strategic thinking ability; able to work independently as well as collaboratively with a team-oriented personality.

Possess compassion, tact, honesty, trustworthiness, good listening skills, flexibility, and professionalism.

Demonstrate respect for the privacy and confidentiality of all Guests.

Show genuine interest in the successful operation of both House programs.

Ability to express ideas clearly, concisely, and logically, both orally and in writing.

Visual acuity sufficient to operate a computer terminal and read extensively.

Working knowledge of computers with competency in Microsoft 365 and database programs.

Above all, capable of thinking clearly and reacting professionally while providing comfort to individuals during personal trauma, such as dealing with a child's chronic illness or death.

Must be in good general health to ensure the well-being of the families.

Key Competencies

Compassion and empathy

Tact and discretion

Initiative and flexibility

Collaboration and teamwork

Attention to detail

Accountability and professionalism

Working Conditions & Physical Demands

Must be able to lift and transport up to 50 pounds.

Sit at a desk approximately 30–40% of the day.

Frequent walking, standing, and stair climbing.

Ability to climb stairs and access mechanical/utility areas.

Visual and auditory acuity required for communication, safety, and documentation.

Benefits:

We are proud to offer comprehensive coverage for our full-time employees. The following benefits are provided with premiums covered at 100% by the company for employees only coverage:

Medical Insurance 

Vision Insurance 

Dental Insurance 

Long-Term Disability Insurance 

Life Insurance

Additional benefits include:

Paid Time Off (PTO) 

11 Paid Holidays Annually 

403(b) Retirement Plan 

Cell Phone reimbursement

Disclaimer

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Management reserves the right to revise or amend duties as needed due to business necessity or organizational changes.