Family Support Services Manager, DC

Ronald McDonald House Washington DC•Washington, DC

7d•$60,000 - $66,000•Onsite

About The Position

The Family Support Services Manager at Ronald McDonald House Washington, DC is a full-time, in-person leadership role focused on overseeing direct family support, social support services, resource coordination, and continuity of care for families staying at the House. This position involves leading day-to-day service delivery, supporting families' direct needs, and guiding the Family Support Services team. The Manager acts as a key liaison between families, the Family Support Services team, House Operations, hospital social workers, care teams, referral partners, and community resources to ensure family-centered service delivery. This role is crucial for enhancing the family experience, ensuring family stability, facilitating team coordination, and upholding the mission of Ronald McDonald House Washington, DC. It is a hands-on role requiring a compassionate, organized, and emotionally grounded professional who can provide leadership, manage service delivery, coordinate the team, maintain documentation standards, and communicate effectively with partners. The Manager is responsible for individualized family support, conducting needs assessments, resource navigation, coordinating with hospitals and referral partners, and documenting services through various interactions. The role provides supportive, non-clinical guidance and resource navigation, not counseling or therapy. It demands calm leadership, empathy, strong documentation skills, resource coordination abilities, a family-centered advocacy mindset, and consistent follow-through.

Requirements

Bachelor's degree in social work, human services, psychology, family studies, counseling, public health, human development, child life, nonprofit leadership, or a related field preferred; equivalent education and relevant experience may be considered.
3+ years of experience in family support, case management, social services, healthcare support, residential services, nonprofit services, child/family services, or a related field preferred.
1+ years of supervisory, lead, coaching, or team coordination experience preferred.
Experience supporting families experiencing a child's serious illness, medical crisis, financial stress, caregiving challenges, grief, trauma, or other family stressors preferred.
Experience collaborating with hospital social workers, healthcare teams, community agencies, or referral partners preferred.
Strong interpersonal, written, verbal, coaching, documentation, confidentiality, reporting, and follow-through skills.
Reliable transportation.
Compassionate, empathetic, emotionally steady, and calm under pressure.
Highly organized, detail-driven, and able to balance direct family support with team leadership and operational needs.
Strong listener, relationship-builder, coach, and collaborative problem-solver.
Service-oriented, family-centered, dependable, trustworthy, and committed to confidentiality.
Takes ownership of follow-through, documentation, team communication, and service quality.
Able to prioritize time and effort to maximize impact and effectiveness across families, staff, and partners.

Nice To Haves

Bachelor's degree in social work, human services, psychology, family studies, counseling, public health, human development, child life, nonprofit leadership, or a related field.
3+ years of experience in family support, case management, social services, healthcare support, residential services, nonprofit services, child/family services, or a related field.
1+ years of supervisory, lead, coaching, or team coordination experience.
Experience supporting families experiencing a child's serious illness, medical crisis, financial stress, caregiving challenges, grief, trauma, or other family stressors.
Experience collaborating with hospital social workers, healthcare teams, community agencies, or referral partners.

Responsibilities

Oversee and conduct frequent family needs assessments and ensure individualized support is provided to families experiencing the stress and challenges associated with a child's serious illness.
Provide direct support to families while coaching team members on active listening, professional boundaries, compassionate communication, and timely follow-up.
Serve as an escalation point for complex family needs, Social Support Services concerns, housing-related questions, and continuity of support services.
Ensure families receive timely follow-up regarding identified needs, referrals, available resources, and ongoing support.
Promote consistent, family-centered service delivery while maintaining confidentiality, empathy, and sensitivity to families in crisis.
Lead resource coordination for transportation, food assistance, behavioral health resources, financial support, and other supportive services.
Advocate for families by helping identify barriers to care, housing, transportation, or other social determinants impacting family well-being.
Maintain updated community resource and referral options and support team use of available internal and external resources.
Identify trends in family needs and recommend resources, partnerships, or process improvements that strengthen family support.
Escalate urgent, complex, or sensitive family concerns to Family Support Services leadership, House Operations leadership, hospital social workers, or referral partners, as needed.
Serve as a lead point of contact for hospital social workers and referral partners regarding family needs, Social Support Services concerns, housing eligibility, resource coordination, and continuity of support services.
Collaborate with hospital social workers, care teams, and referral partners to support family stability and continuity of care during each family's stay.
Communicate with referral sources regarding family dynamics, extended housing needs, financial concerns, barriers to care, and other support needs, consistent with confidentiality expectations.
Develop and maintain relationships with community agencies, nonprofit partners, and service providers that support guest family needs.
Oversee accurate documentation in GRMHIS of family interactions, referrals, resource utilization, support services, and follow-up from family check-ins, discussions, and meetings.
Ensure guest, referral, occupancy, and family support records are accurate, complete, and maintained in accordance with organizational expectations.
Monitor data related to family needs, resource referrals, service outcomes, and follow-up to support reporting, quality assurance, and service improvement.
Prepare or support family-related reports for internal review, operational planning, leadership updates, and service improvement.
Protect the confidentiality of guest family information and reinforce applicable organizational policies related to privacy, records, and documentation.
Provide day-to-day guidance, coaching, workload support, onboarding input, and performance feedback for assigned Family Support Services team members, interns, or support roles.
Closely collaborate with House Operations to support a smooth, welcoming, and supportive experience for guest families.
Share appropriate, need-to-know updates with House Operations regarding anticipated length of stay and family support needs to support operational planning.
Coordinate donations of goods and services intended to support families and ensure donations are documented and processed according to charity policy.
Identify family needs that may be supported through volunteer assistance and communicate those needs to the Volunteer Manager or Community Engagement team.
Communicate and collaborate across departments and leadership levels to support family-centered service delivery.