Overview
Ronald McDonald House Charities South East Queensland (RMHC SEQ) is an independent charity providing support to ill or injured children, high-risk pregnancy expectant mothers and their families. RMHC SEQ operates 24/7 across Herston, South Brisbane, and the Queensland Children's Hospital, offering accommodation and other support programs for families.
Our houses help keep families close during times of heightened stress and emotion, and provide opportunities to meet with and draw comfort from other families in similar situations. Our dedicated staff and volunteers provide invaluable support to the families who stay with us.
Role: Family Care Assistant
Working across our three Houses — located in Herston, South Brisbane, and the Queensland Children's Hospital — you will be a confident administrator with excellent customer service and communication skills. In this role you will deliver administration and reception support and be passionate about helping others in a compassionate and non-judgmental way, and enjoy working in a team to provide exceptional service. From time to time, you will also support our Hospital Program by attending to our Family Rooms in the Queensland Children's Hospital and at the Gold Coast University Hospital.
Key responsibilities
Deliver compassionate customer service to families with seriously ill or injured children checking in/out of our accommodation facilities, including room check-ins, orientation tours, and addressing inquiries with warmth and professionalism.
Make accommodation reservations for guests and their families and maintain 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 current team members, foster a supportive and cohesive work environment and help deliver family activities in houses.
Respond to guest requests and inquiries from a variety of stakeholders about the programs and events associated with Ronald McDonald House Charities.
Support 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; shifts will be negotiated based on availability and organisational requirements.
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 — guide our inclusive workplace where everyone, from any background, can feel valued and do their best work. We encourage all suitable candidates to apply, including First Nations Australians.
For further information, please visit our website:
Please note a high degree of emotional resilience is required for this role due to the nature of our charity and the families we support, including exposure to potential violence, domestic/family violence, child safety concerns and/or substance use.
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. By 28th September 2025, please submit your Resume and Covering Letter addressing the role's key selection criteria via Seek online.
We are committed to keeping children and young people safe in our spaces and do not tolerate any kind of abuse. All roles are subject to compliance and reference checks and to relevant state/territory legislation.
RMHC values and promotes an inclusive workplace where everyone, from any background, can feel valued, be appreciated and do their best work. We welcome applicants regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship or any other aspect that makes them unique. We encourage all suitable candidates to apply, including First Nations Australians.
Source information and job board notes have been removed to focus on the role and its requirements.
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📌 Family Care Assistant
🏢 Rmhc Seq
📍 Brisbane