Family Care Manager

Ronald McDonald House Charities Bay Area•Stanford, CA

2d•$75,000 - $85,000•Onsite

About The Position

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.

Requirements

Bachelor’s degree in social work, psychology, social justice, human services, health science or related field
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.
Professional fluency in both English and Spanish (written and spoken) is required.
Minimum 2+ years of experience supervising staff, interns, or leading teams in non-profit, social services, healthcare, or hospitality settings.
Experience supporting diverse populations in crisis, with an understanding of social determinants of health, trauma-informed care, and cultural humility.
Strong organizational skills with experience using client management software, databases, or electronic health records.
Exceptional conflict-resolution skills and the ability to maintain composure and empathy in fast-paced, high-stress environments.

Nice To Haves

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.

Responsibilities

Oversee the end-to-end family stay lifecycle (intake, room assignment, waitlists, hotel overflow, and check-outs) to maximize access for vulnerable families.
Collaborate with Facilities and Housekeeping leadership to maintain room readiness, infection control standards, and a welcoming physical environment across our campus.
Serve as the primary operational link to the LPCH Housing Office, Social Work/Resource Coordinator teams, and hospital committees to ensure seamless care coordination.
Maintain family data accuracy in operational databases (Lusher Solutions/Family Registry) and track key program outcomes.
Partner with the Finance team to assist families with lodging eligibility, California Children’s Services (CCS), ECM, and third-party pre-authorizations.
Oversee the bereavement follow-up process, ensuring families navigating loss receive dignified, compassionate support.
Ensure key written family communications, signage, and guest guidelines are accurately translated and culturally tailored for Spanish-speaking families.
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.
Direct, mentor, and support two Family Care Coordinators. Build an inclusive, trauma-informed team environment focused on growth, peer support, and cultural humility.
Manage daily team priorities, set clear expectations, and ensure equitable workload distribution across the family services team.
Conduct regular 1-on-1s, facilitate team meetings, and provide coaching in crisis navigation, active listening, and family-centered care.