Family Care Manager
Job Description
Job DescriptionSalary: $75,000-$85,000
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 Areaseeksa compassionate, collaborative leader to serve as theFamily 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 Childrens 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 accessforvulnerable families.
- Cross-Functional Coordination:Collaborate with Facilities and Housekeeping leadership tomaintainroom 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:Maintainfamily data accuracy in operational databases (Lusher Solutions/Family Registry) and track key program outcomes.
- Insurance & Financial Navigation Support:Partner with the Finance team toassistfamilies with lodging eligibility, California Childrens 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 ensureequitableworkload distribution across the family services team.
- Professional Development:Conduct regular 1-on-1s,facilitateteam meetings, and provide coaching in crisis navigation, active listening, and family-centered care.
EXPERIENCE & EDUCATION
- Bachelors degree in social work, psychology, social justice, human services, healthscienceor related field PreferredAND
- 2-3years of relevant professional experience in working with people from diverse cultural and socioeconomic backgrounds, families in crisis, semi-medical environment, and understanding of non-profitcommunity.
- Experience using customer relationship management databases.
KNOWLEDGE,SKILLS,ANDABILITIES.
Required:
- Bilingual Proficiency:Professional fluency in both English and Spanish (written and spoken) isrequired.
- Leadership Experience:Minimum2+ 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 tomaintaincomposure 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.Additionalduties consistent with the responsibility level may be assigned.