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 accommodation 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 service, health science or related field preferred AND. 2‑3 years of relevant professional experience 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. #J-18808-Ljbffr RMHC Bay Area