Family Care Coordinator

Ronald McDonald House Charities Bay Area•Palo Alto, CA

19h

About The Position

RMHC Bay Area seeks a compassionate, culturally humble professional for the bilingual (Spanish/English) Family Care Coordinator role. Operating through a trauma-informed social work and operational lens, the Family Care Coordinator serves as one of the primary points of contact for families navigating medical crises. By combining emotional intelligence with strong case management and customer service skills, this role creates a safe, equitable, and compassionate experience for every family while supporting the daily operations of the Family Care program. Reporting to the Family Care Manager, the Family Care Coordinator partners closely with families throughout the accommodations process—from the initial housing request through check-in and ongoing support during their stay. Using active listening, culturally responsive communication, and trauma-informed practices, the Coordinator conducts family triage, gathers accurate information, and helps connect families to lodging and supportive resources. This role also develops competence in insurance benefits navigation, assisting families with lodging pre-authorizations and connecting them to available insurance-supported resources, including housing, food, and transportation services. As a key member of the Family Care team, the Coordinator contributes to equitable access to housing by maintaining accurate documentation, collaborating with hospital and internal partners, and delivering compassionate, family-centered service that reflects RMHC Bay Area's commitment to cultural humility and excellence in care.

Requirements

Fluency in Spanish and English, with the ability to translate grammatically and culturally appropriate information.
Demonstrated ability to maintain healthy boundaries while building authentic, trusting relationships with guest families, staff, volunteers, and hospital partners.
Professional competency in active listening, de-escalation, and providing trauma-informed support.
Ability to work through a social work lens, demonstrating empathy, cultural humility, and emotional intelligence in every interaction.
Strong problem-solving skills and the ability to handle difficult situations with confidence and compassion.
Highly customer-service oriented with enthusiasm for supporting families in crisis.
Ability to independently plan, organize, and prioritize work while managing multiple projects and deadlines.
Strong attention to detail and commitment to confidentiality.

Nice To Haves

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

Responsibilities

Serve as the initial contact for families, conducting intake calls to confirm needs, collect accurate information, and begin building a supportive relationship.
Support the accommodations process including check-ins, waitlist management, room changes, and exceptions.
Ensure all check-in materials and access cards are prepared and information is communicated to the team.
Uphold family data integrity in all systems.
Coordinate with housekeeping and facilities for smooth room turnovers.
Assist with weekly room inspections and monthly freezer clean-outs, ensuring housing guidelines are fulfilled, including appropriate room usage and maintenance.
Support the bereavement process as directed.
Provide front desk coverage as needed.
Conducts needs assessment and provides trauma informed support to families
Gathers information and completes necessary documentation of services rendered.
Coordinate care between families, RMH, and LPCH social work team
Inform families of travel and lodging insurance benefits that support to families during initial housing request calls
Assist families in collecting pre-lodging authorization from providers when available.
Collect California Children's Services (CCS), insurance, or third-party payor information from guest families.
Work closely with the Finance department to audit guest family billing.