Family Care Coordinator

JOB SUMMARY
RMHC Bay Area seeks a compassionate and skilled professional for the role of Bilingual Spanish-Speaking Family Care Coordinator. This position demands a genuine social work heart, requiring deep cultural humility, empathy, and the ability to build trusting relationships with diverse families facing medical crises.

Acting as the first point of contact after a housing request is made, the Coordinator will connect with families by phone, using active listening and trauma-informed support to understand their needs. This involves shifting the conversation from "how can I help you?" to "what are you struggling with today?" to identify and address underlying challenges. By applying this social work lens, the Coordinator creates a compassionate and responsive first contact, laying the foundation for a supportive stay.

Reporting to the Family Care Manager, the Coordinator is a key team member in delivering personalized service, ensuring accurate information gathering, and supporting the entire accommodations process. This role is central to upholding RMHC Bay Area's commitment to equitable, culturally humble, and empathetic care.

DUTIES AND RESPONSIBILITIES

Family Care & Accommodations

• 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.
• Support the bereavement process as directed.
• Provide front desk coverage as needed.

Billing & Administration

• Inform insurance and lodging support to families; 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.
• Process and submit billing to CCS, insurance, or third-party payors accurately and in a timely manner.
• Work closely with the Finance department to audit guest family billing.

EXPERIENCE & EDUCATION

• 2-3 years of relevant professional experience in working with people from diverse cultural and socioeconomic backgrounds, families in crisis, a semi-medical environment, and an understanding of the non-profit community OR
• Bachelor's degree in social work, psychology, social justice, human services, health science, or a related field (Preferred).

KNOWLEDGE, SKILLS & ABILITIES

• Required: 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.

SCHEDULE

• Schedule is Tuesday - Saturday, or Sunday - Thursday, 10 a.m. - 7 p.m.; some weekend and holiday work is required.

Salary : $23