Family Care Manager

Reports To: Associate Director, Family Care


Direct Reports: Family Care Coordinators (2)


Schedule: Sunday - Thursday, 10am-7pm


JOB SUMMARY


Ronald McDonald House Charities (RMHC) Bay Area seeks a compassionate, collaborative leader to serve as the Family Care Manager. Operating at the intersection of team leadership and operational care, this role serves as a key anchor for diverse families navigating pediatric medical crises.


The family Care Manager leads a team of two coordinators, oversees the day-to-day family accommodations process at our 123-bedroom Stanford campus, and serves a vital liaison to hospital social work and medical teams at Lucile Packard Children's Hospital (LPCH) Stanford.


OPERATIONS:

• Accommodations & Triage Management: Oversee the end-to-end family stay lifecycle (intake, room assignment, waitlists, hotel overflow, and check-outs) to maximize access for vulnerable families.

• Cross-Functional Coordination: Collaborate with Facilities and Housekeeping leadership to maintain room readiness, infection control standards, and a welcoming physical environment across our campus.

• Partner & Clinical Liaison: Serve as the primary operational link to the LPCH Housing Office, Social Work/Resource Coordinator teams, and hospital committees to ensure seamless care coordination.

• Data & Systems Integrity: Maintain family data accuracy in operational databases (Lusher Solutions/Family Registry) and track key program outcomes.

• Insurance & Financial Navigation Support: Partner with the Finance team to assist families with lodging eligibility, California Children's Services (CCS), ECM, and third-party pre-authorizations.

• Bereavement & Support Services: Oversee the bereavement follow-up process, ensuring families navigating loss receive dignified, compassionate support.

• Bilingual Communications: Ensure key written family communications, signage, and guest guidelines are accurately translated and culturally tailored for Spanish-speaking families.

• Cross-Departmental Collaboration: Partner with Development, Operations, and Research partners (such as the UCSF Family Study) to support organizational growth and amplify family stories with explicit guest consent and privacy respect.

LEADERSHIP:

• People Management: Direct, mentor, and support two Family Care Coordinators. Build an inclusive, trauma-informed team environment focused on growth, peer support, and cultural humility.

• Process & Workflow Oversight: Manage daily team priorities, set clear expectations, and ensure equitable workload distribution across the family services team.

• Professional Development: Conduct regular 1-on-1s, facilitate team meetings, and provide coaching in crisis navigation, active listening, and family-centered care.

EXPERIENCE & EDUCATION

• Bachelor's degree in social work, psychology, social justice, human services, health science or related field Preferred AND

• 2-3 years of relevant professional experience in working with people from diverse cultural and socioeconomic backgrounds, families in crisis, semi-medical environment, and understanding of non-profit community.

• Experience using customer relationship management databases.

KNOWLEDGE, SKILLS, AND ABILITIES.


Required:

• Bilingual Proficiency: Professional fluency in both English and Spanish (written and spoken) is required.

• Leadership Experience: Minimum 2+ years of experience supervising staff, interns, or leading teams in non-profit, social services, healthcare, or hospitality settings.

• Domain Knowledge: Experience supporting diverse populations in crisis, with an understanding of social determinants of health, trauma-informed care, and cultural humility.

• Operational Aptitude: Strong organizational skills with experience using client management software, databases, or electronic health records.

• Communication: Exceptional conflict-resolution skills and the ability to maintain composure and empathy in fast-paced, high-stress environments.

Preferred (Not Required):

• Background in Social Work (BSW/MSW), Human Services, Public Health, Healthcare Administration, or related experience.

• Familiarity with Bay Area social safety-net programs, CCS, or hospital system navigation.

Job description is for informational purposes only. Additional duties consistent with the responsibility level may be assigned.