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The Program Manager, Family Resource Center plays a key role in enhancing the patient and family experience at WVU Medicine Children’s Hospital by overseeing the day-to-day operations of the Family Resource Center and leading community-focused initiatives. This position is responsible for managing essential support services for patient families, building strategic partnerships to expand available resources, and coordinating events and outreach in collaboration with hospital leadership. The Manager also supervises volunteers within the Family Resource Center.
MINIMUM QUALIFICATIONS:
EDUCATION, CERTIFICATION, AND/OR LICENSURE:
1. Bachelor’s Degree in Business Administration, Business Management or other related field
EXPERIENCE:
2. Five (5) years’ experience in public relations, business management or related field.
PREFERRED QUALIFICATIONS:
EDUCATION, CERTIFICATION, AND/OR LICENSURE:
1. Master’s Degree in Business Administration or Business Management.
CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.
Family Resource Center Operations & Support
1. Partner with Children’s Hospital leadership to develop, maintain, and evaluate Family Resource Center (FRC) services grounded in patient- and family-centered care.
2. Orient patients and families to the FRC; provide a welcoming, consistent presence and prompt, personalized support.
3. Assist families in locating pediatric health information, adaptive equipment, and community resources using printed materials, assistive technology, and internet tools.
4. Redirect families to appropriate hospital departments or providers for clinical interpretation or services, ensuring smooth handoffs when needed.
5. Maintain specialized resource lists for patients with hearing, developmental, or visual impairments.
6. Ensure FRC equipment (computers, phones, etc.) is operational and the space is appropriately staffed and clean in accordance with infection control protocols.
7. Develop and maintain resource materials (e.g., hotel/restaurant info, social services, support groups, and websites).
8. Act as point person for community gift-in-kind donations and manage quarterly team meetings and charter development.
9. Onboard and train volunteers to support the daily operations of the FRC.
10. Provide ongoing supervision, guidance, and performance feedback to ensure volunteers are equipped to assist patients and families effectively.
11. Serve as the primary point of contact for volunteers and coordinate with the hospital’s Volunteer Services department as needed.
12. Monitor and evaluate FRC programs and services through data collection, needs assessments, and evidence-based evaluations.
13. Maintain compliance with hospital policies and regulatory standards (e.g., HIPAA, Joint Commission, Patient Rights).
14. Manage program expenditures within budgetary guidelines and identify areas for improvement.
15. Plan and host family- and community-focused events in collaboration with hospital leadership and external partners.
16. Coordinate with donors, community organizations, and internal departments to enhance FRC offerings and visibility.
17. Serve as the primary contact for individuals or groups seeking to support or collaborate with the FRC.
18. Collaborate with hospital departments (e.g., social work, nursing, administration) to assess and meet family needs.
19. Maintain strong relationships with donors, vendors, volunteers, and community stakeholders.
PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Working closely with others
2. Working around infectious disease
3. Must be able to lift a minimum of 50 lbs.
WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
SKILLS AND ABILITIES:
1. Excellent customer service skills.
2. Ability to work in stressful situations.
3. Proficient use of Microsoft Office (Word, Excel, Outlook, Power Point, etc.) and computer skills.
4. Ability to organize and prioritize multiple projects.
5. Knowledge of hospital and community resources
Additional Job Description:
Scheduled Weekly Hours:
40
Shift:
Exempt/Non-Exempt:
United States of America (Exempt)
Company:
WVUH West Virginia University Hospitals
Cost Center:
8234 WVUH CH Pediatrics Admin and Education
Address:
1 Medical Center DriveMorgantownWest Virginia
Equal Opportunity Employer
West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.
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