Guestroom Binder

Guestroom Information Binder

Welcome!

Welcome to our House, your “home-away-from-home” while you stay close to your child. We look forward to providing you and your family a comfortable, clean, and safe place to stay while your patient is receiving medical care.

Our goal at Ronald McDonald House Charities of Kentuckiana (RMHCK) is to ensure that your focus is the health of your child. We hope our House can help relieve some of your worries. We have laundry facilities, internet access, homecooked meals, stocked pantries, and play areas for your children.

Please read through this binder to ensure the best possible stay for you and your family. Our staff and volunteers are here to assist you. If there is anything we can do to improve your stay, please ask. We are here for you.

We have staff available after office hours in case of emergency. If no one is available at the Front Desk, please call 502.581.1416. 9:00 AM - 9:00 PM

Your Name and Room Number 550 S. 1st Street Louisville, KY 40202

Ronald McDonald House

Our Mission

Ronald McDonald House Charities of Kentuckiana provides the home and support that allows families to stay together while they focus on the healing of their sick children at a critical time.

Core Values

We show we care by providing compassionate and friendly service.

We are committed, accountable, and resourceful; we grow ourselves, our services, and the mission of RMHCK.

We think WE before ME, working together as a team, and with community partners, to deliver our mission.

We work hard for success, have fun along the way, and celebrate our victories.

Guest Guidelines

We know most of your time will be spent at the hospital with your child, but while at our House, we hope to provide you with the comforts of home throughout your stay. Our House has a few rules to help provide a safe and enjoyable environment for you and other guest families staying with us.

Recent Exposure to Contagious Disease – We want to make sure everyone stays well while they are here, We ask that guests with recent exposure (within the past 14 days) to an illness considered contagious (i.e., COVID-19, monkeypox, measles, flu, strep, scabies, chickenpox, head lice, hepatitis, mumps, tuberculosis, mononucleosis, bacterial meningitis, etc.) not stay at our House. If you have been exposed to a contagious disease or start feeling poorly during your stay, please let the Front Desk staff know right away.

Room Policy – Guestrooms can accommodate four to six people, including babies. Registered guests should use their room each night. If you need to go home to take care of business, check in with the Front Desk and let them know your plans. For the safety of our guests, everyone 16 years of age or older will be given an "RMHCK" wristband to wear for the duration of their stay. If you want to visit with other guests staying at the House, we ask that you use the common areas of the House like the play areas, dining room, and living rooms. Families should not visit other families' rooms.

Respecting Others – Family Services staff are available from 9 am - 9 pm to assist families with making their stay as comfortable as possible. A Security Officer supervises and monitors the House from 9 pm - 8 am. Security and Family Services Staff are responsible for enforcing House Rules; disrespect of any kind towards others (staff, guests, and volunteers) will not be tolerated. Your room key gets you into the House from 6 am - 10 pm. If you need to enter the House outside of those hours, you will need to provide your room number and last name to be buzzed in.

Smoking – Smoking, vaping, and the use of tobacco products are prohibited inside the House. Please do not smoke within 50 feet of any entrance/exit of the House or near the playground.

Children – We want kids to have fun while they are here. Anyone 16 or younger needs to have an adult family member with them at all times. Our House is a "No Hit Zone". No person shall hit another person ever.

Guest Guidelines

Kitchens – Kitchens on each floor are common areas for our guests. Please clean the kitchen after each use. We ask that you not leave dishes, utensils, or cups/glasses on counters or in the sinks. A food cubby and fridge drawer are provided for each family to store personal food items. Items that need to be frozen should be labeled with your name and room number. We have limited freezer space, so please be considerate of other families when grocery shopping.

Laundry – If you need to wash your linens or clothes during your stay, you'll find two laundry rooms on each floor with washers and dryers. They are easy to use and free! We ask that you stay in the House when doing your laundry. Please do not wash your linens during check-out.

Dress Code – All Houseguests should wear shoes and slippers at all times, along with appropriate clothing when outside of their rooms.

Visitors – Visitors are welcome from 9 am - 9 pm daily. Please sign-in visitors at the Front Desk during each visit. You should stay with your guests during their visit in the designated visiting areas only. You are responsible for the behavior and conduct of individuals visiting you. All House rules apply to visitors.

Quiet Hours – Quiet hours are from 10 pm – 9 am daily. You'll notice some lights will dim at night. You can still use the common spaces, but please be courteous of others who may be getting some much-needed rest.

Solicitation – Families are prohibited from soliciting funds, gifts (including cigarettes), or transportation from other families, staff, or volunteers. Repeated actions of solicitation may warrant eviction from the House. While we make every effort to provide you with everything you need during your stay, Ronald McDonald House staff and volunteers cannot provide individual families with any preferential treatment. Counselors and Medical advisors are not available, and we encourage you to speak with your hospital social worker about any needs pertaining to these specific matters.

Zero Tolerance leading to immediate eviction:

Smoking anywhere inside the House.

Possessions of alcohol, illegal drugs, and weapons (including concealed) on House property.

Violation of a Final Warning. Under the disabling influence of alcohol and/or drugs.

Checking Out of Your Room

Check-out is by 11 am. When you're ready to check out, come to the Front Desk to get the complete check-out checklist. You'll want to allow about 30 minutes to complete the check-out process. The following items must be completed before checkout. Guests who do not complete this list may be ineligible to return.

Place all (clean/dirty) washcloths and towels in the laundry basket provided in your room.

Please clean the bathroom mirror - Windex and paper towels are in your room.

Sweep the bedroom and bathroom floors.

Remove all personal belongings from drawers and closet - don’t forget your phone charger!

Remove all personal items from the refrigerator and food cubby.

Return any items you have borrowed/checked out to the Front Desk (DVD, umbrella, YMCA Pass, etc.).

Empty both trash cans and get a new trash bag from the Front Desk to place in the cans. Take the trash out to the yellow dumpster located at the rear of the building on your way out.

Return key card(s) and parking permit to the Front Desk.

We celebrate all occasions, big and small. Ask our Front Desk staff about our celebration bell and the opportunity to ring it before heading home.

You may use the phone in your room for incoming calls or outgoing local calls. Dial 9 to get a line, then dial the number you are wishing to reach. The direct phone number to your room can be found on the tag on your keys or on page 6.

Please give this number to the hospital and your family and friends so they can call your room directly. You have a voice message if the red light at the top of the phone is lit.

To check or erase messages:

Dial *17

Enter the 4-digit extension assigned to your room, followed by #

Enter password 1234#

Follow prompts

Using Your Phone Using Your TV

Press the TV power button in the left corner.

This remote also operates the channels and volume level.

Press the white home button to access smart TV options and input options.

Input must be set to HDMI 1, 2, or 3 to view cable network.

Phone Listing

National 24/7 Crisis Lines

National Domestic Violence Hotline

800.799.SAFE (7233) or text START to 88788

National Sexual Assault Hotline

800.656.HOPE (4673)

National Child Abuse Hotline

800.422.4453

Kentucky Child Protective Services

877.597.2331

National Human Trafficking Hotline

888.373.7888 or text HELP or INFO to 233733

National Suicide Prevention Lifeline

800.273.8255 or dial 988

Substance Abuse and Mental Health Service Administration Hotline

800.662.HELP (4357)

Crisis Text Line

Text HOME to 741741

LGBTQ Crisis Hotline

866.488.7386 or text START to 678-678

Trans Lifeline

877.565.8860

Guestroom Extensions

Channel Guide

Channel Guide

Troubleshooting Tips

Check the GFCI switch in the bathroom. The green light will be red if the GFCI switch has been tripped. Please press the “Reset” button on both sides of the mirror, and the lights should come on.

Press OPER Mode button until the desired mode is highlighted.

Sun icon for heat.

Snowflake icon for cool. “A” icon for automatically adjust.

Press the up and down arrows to adjust your temperature.

Press the cable input button located under the ‘TV’ button. Make sure highlighted HDMI button on the TV screen is selected. If cable TV still doesn’t come on, locate the small black box behind the TV and unplug it for at least 30 seconds. Plug it back in and see if that fixes the problem.

Notify Front Desk if the problem is not resolved.

Meals

Each night we provide fresh-made dinner served by our staff and volunteers. We often have brunch on the weekends as well. You can check the menu board located in the first floor kitchen to see what is being served daily.

Dinner is served nightly from 6-7 pm. Brunch is served on the weekends from 10-11 am.

If you happen to miss a meal, no worries! You can find leftovers packed away for you in the "Help Yourself Fridge" in the main kitchen on the first floor. You will also find milk there. If you would like eggs, you will need to contact the Front Desk.

On each guest floor, you’ll find a communal kitchen to cook your own delicious meals. We have plenty of pots and pans, utensils, etc., for you to use. Please clean up after each use.

Breast Pumps – Available breast pumps are located in the hallways on each floor. Please use the sign-in/out sheet and clean the pump after each use. Please return the pump after each use.

Pullout Couch/Chair – Each room has a pullout couch or chair for your convenience. You can request linens and extra blankets at the Front Desk.

Washers and Dryers – Laundry rooms are in both the North and South Wings on all guest floors. In the North Wing, laundry rooms are located at the end of the hallway. In the South Wing, laundry rooms are located near the elevators. Both the washer and dryer are free to use and are open at all times. If unavailable in the laundry room, Tide, Clorox, and Downey are available for purchase at the Front Desk for a small fee.

Carts – Carts are available to help make moving items into our House or around our House a little easier. Please ensure our carts stay on our property. Carts are not allowed to be taken to the hospital.

Outdoor Playground – The playground is located near the back door ramp. To enter the play area, use code 54321#. Children must be supervised at all times by a family member.

Computer Access – Computers are located in the South Wing on guestroom floors. Printers are available on the 2nd and 4th floors.

Food Cubby – Each family is provided a food cubby on their floor for personal use. How to lock your cubby

1. Turn the knob to the open position then press the button labeled “C”.

2. Enter your own self-selected code of any numbers from 1 to 10 digits. Numbers cannot be repeated in your selected code.

3. Turn the knob to the closed/locked position.

4. Press the button labeled “C”. The cubby is now locked. How to unlock your cubby

1. Enter your self-selected code.

2. Turn the knob to the open position.

3. Press the button labeled “C”.

4. Your cubby is now unlocked, and the code has been erased.

Refrigerator – All refrigerator drawers are labeled with guestroom numbers and are located near the food cubbies.

Things to Borrow

You can check out the following items at the Front Desk during office hours. Availability may vary.

Back Rockers

These portable chair back rockers can provide added comfort and relaxation during your stay. They are also great for helping to rock little ones to sleep.

Deep Freezers

For added convenience, we have deep freezers available for guestrooms to store personal food items or breast milk.

DVDs

View our selection in the first-floor lobby by the stairs.

Pack-n-Play with linens

Phone Charger (options may vary)

Umbrella

You can find these items located in the far South Wing staircase on the main floor.

Wheelchair

Stroller

Wagon

YMCA Pass

Louisville Zoo Pass

Kentucky Science Center Pass

Ukulele

Transportation to Norton Children's Hospital

Norton Security graciously offers a shuttle from Ronald McDonald House to Norton Children's Hospital for those who are unable to walk, or to anyone after dark. You can request a ride or walking escort by calling 502.629.8500. You'll want to be ready to go and waiting in the lobby for them to arrive once you schedule a ride or escort.

Norton Security can only transport children if you have the proper child restraint seat required by law. You will be responsible for installing it in the vehicle.

This shuttle is courtesy of Norton Hospital. Only families seeking active care at Norton Children's Hospital are eligible to use this service. There may be times that the shuttle is unavailable or delayed due to pressing matters at the hospital.

Walgreens

200 East Broadway, Louisville, KY 40202

502.568.4864

CVS

400 East Broadway, Louisville, KY 40202

502.302.6008

Dollar General

200 E Broadway, Louisville, KY 40202

502.276.7912

Kroger

1265 Goss Avenue, Louisville, KY 40217

502.634.0724

Kroger

3165 South 2nd Street, Louisville, KY 40208

502.368.6075

Walmart

2020 Bashford Manor Lane, Louisville, KY 40218

502.451.6766

Target

3600 Mall Road, Louisville, KY 40218

502.456.6768

Hours Mon - Fri: 6 am – 10 pm Sat - Sun: 8 am – 10 pm

Hours Mon - Fri: 7 am – 10 pm Sat - Sun: 8 am – 8 pm

Hours Sun - Sat: 9 am – 8 pm

Hours Sun - Sat: 7 am – 10 pm

Hours Sun - Sat: 7 am – 10 pm

Hours Sun - Sat: 6 am – 11 pm

Hours Sun - Sat: 8 am – 10 pm

Shell

300 South First Street, Louisville, KY 40202

502.584.8412

Jimmy John's - Sandwiches

301 East Market Street, Louisville, KY 40202

502.587.7888

McDonald's - Fast Food

207 West Broadway, Louisville, KY 40202

502.584.4773

Panera Bread - Salads, Sandwiches, Soups

401 East Chestnut Street, Louisville, KY 40202

502.715.4227

Subway - Sandwiches, Salads, Wraps

719 S. Brook Street, Louisville, KY 40203

502.333.6101

United Postal Service

743 East Broadway, Louisville, KY 40202

502.584.2802

Services ATM Convenience Items

Hours Sun - Sat: 10:30 am – 10 pm

Delivery Available

Hours

Open 24 hours

Hours

Mon - Fri: 6:30 am – 7 pm

Delivery Available

Hours Mon - Fri: 10 am – 6 pm

Hours Mon - Fri: 7:30 am – 6:30 pm Sat: 10 am - 2 pm

you. Activate the fire alarm by pulling the fire alarm station located near the stairway.

Find and read the evacuation map on the back of your guestroom door.

Remain calm – if the fire alarm is activated in the building. immediately walk to the stairway (do not use the elevator) and evacuate the building. Take your room key with you and shut the door to your room when you leave.

Please evacuate the building according to the map on your room door. towards your rally point, either the corner of rear parking Street near Ahrens Vocational School. Wait there for further instructions.

Do NOT re-enter the building until advised to do so by the Manager or fire department.

If you, your child, or a family member uses a wheelchair or is unable to walk down stairs, evacuate to the fire escape on your residing floor located inside the staircase marked with an "Area of Refuge" sign. Wait inside this area with the door closed until firefighters or a Manager gives an all-clear.

Severe Weather

In the event of a Severe Weather Warning, an all-phone page will be made by staff with instructions on where to go. If we have a tornado warning, all families will be directed to the basement and must remain there until the all-clear is given.

While we provide as much safety as we can inside our House, Louisville is a large metropolitan area and like any other major city, you should be aware of your surroundings. Here are some tips to help ensure your safety while visiting Louisville.

Remove valuables (especially electronics) from your vehicle. Either place them in the trunk or take them with you.

If you need to unload your car, park at the curb on 1st Street. We have a 15-minute loading/unloading zone. Please park in designated lots when you are done.

Keep your car locked at all times.

Be aware of your surroundings. If someone or something makes you feel uneasy or nervous, avoid the person or leave the area. Do not talk to strangers, and be suspicious of loitering.

Stay in well-lit areas. Whether you’re walking back to the House at night or parking your vehicle, staying in well-lit areas will help you be aware of your surroundings at any time, day or night.

Before you exit your vehicle, recheck your surroundings and lock your vehicle as you exit.

Do not load yourself down with personal items. Make several trips if necessary. Try to keep at least one hand free in case of an attack or fall.

Give the impression you are calm, confident, and know where you are going.

Trust your instincts. If it doesn't look or feel right, it might not be.

Remember, most crimes occur by the opportunist thief. Be smarter than them. Report any unusual incident to Ronald McDonald House staff immediately.

Guests can stay as long as the child receiving care is admitted at the hospital, receiving out-patient care at least 3 times per week, or is being seen by a medical professional.

Yes. The Lobby Guard system should be utilized each time guests enter or leave the House. In case of emergencies, Lobby Guard indicates your current whereabouts and is the best, and easiest, way for the House to contact you.

General parking is available in the parking lot directly across the street from the 1st Street entrance of our House. Guests who require ramp access can park in the rear lot near Chestnut Street. A parking pass is assigned to each room and should be placed on the rearview mirror.

There may be times when we need to maintain a waiting list of families requesting a room. If you are unable to occupy your room nightly, we request that you check out to allow us the opportunity to serve another family. You may request to be placed on the waiting list if you need to return to the House. Prior to going home, you must speak with the Manager on Duty to make arrangements.

All chairs pull out to a Twin sized bed and couches pull out to a Queen sized bed. You can check out linens for both at the Front Desk during office hours.

Yes, the mailing address should include the following information: Ronald McDonald House Your name and room number 550 S. 1st Street, Louisville, KY 40202

Due to our concerns about the personal safety of all guests (i.e., no background check requirement), it is in all guests’ best interest to socialize in common areas that are visible to family services Staff and Security. These precautions are in place to keep everyone safe.

We ask that houseguests tidy up after themselves to help us maintain the best environment possible. We are a self-help, non-profit, volunteer-based House with a small staff and no full-time housekeeper.

Check-out is between 9 am and 3 pm. Please allow at least 30 minutes for check-out. Please see the Front Desk staff for a list of tasks to complete before check-out.

Go to www.RMHCK.org/request-a-room and complete the Returning Families

Application. This application can only be completed by guests who have stayed within the past 30 days and you do not need a referral. Guests with return stays over 30 days will need to complete the full Family Application and request another referral.

South Wing, laundry rooms are located near the elevators.

Vending Machine – Two beverage vending machines with Coca-Cola products are located in the hallway near the first-floor dining room.

Ice Machine – The ice and water machine are located in the hallway outside the first-floor dining room near vending machines.

Milk & Eggs – You can find milk located in the "Help Yourself" fridge on each floor or in the fridge in the first-floor kitchen. You will need to contact the Front Desk for eggs.

Playroom – The playroom is located on the first floor across from the activity room. The fourth floor has a teen lounge and an additional play area for younger children.

Outdoor Play area – The playground is located near the back door ramp. To enter the play area, use code 54321#. Children must be supervised at all times by a family member.

Garbage Bags – Request small garbage bags for your bathroom and large garbage bags for your room at the Front Desk during office hours.

Mops – Request a mop at the Front Desk during office hours.

Dumpster – Access to the dumpster can be found through the rear entrance across from the South elevator. The yellow dumpster is located straight ahead in the alley.

Directions – For directions to different places around town, stop by the Front Desk during office hours.

Give It Forward

Once you go home, there are many ways you can help to support Ronald McDonald House Charities of Kentuckiana and give it forward to support another guest family. If you are interested in any of the ways to help below, please reach out to April Sage at april@rmhck.org.

Share Your Story – As a guest family, we want to hear from you! Tell us about your journey at RMHCK. These stories are used on social media, email, etc. to help share our mission with our community.

Help Us Connect to Your Community – Would you be willing to introduce us to your employer, church, or a local business in your community? With your help, we can build new partnerships that will have a larger impact on the lives of the families who stay with us.

Host A Facebook Fundraiser – Dedicate your birthday, anniversary, special event, or create a fundraiser to support Ronald McDonald House Charities of Kentuckiana. Facebook makes raising money easy, exciting, and secure. Visit facebook.com/fund/RMHCKentuckiana to get started.

Shop With Purpose – Shop using AmazonSmile and a portion of your purchase benefits RMHCK. Go to smile.amazon.com and search Ronald McDonald House Charities of Kentuckiana. You can also register your Kroger Plus Card for Community Rewards. Just register your card online at kroger.com/communityrewards and select RMHC of Kentuckiana #22255!

Round-up For RMHC – Round-Up for RMHC is an easy way to give back when visiting McDonald’s. Use the kiosk or ask to Round-Up for RMHC when placing your order.

Donate Your Vehicle – Have an old car taking up space? Donating is easy, the pick-up is free. Simply call 1-855-227-7435 or go to carshelp.org and complete the online vehicle donation form.