Family Services Manager

JOB SUMMARY

The Family Services Manager is an exempt position providing leadership, support, and oversight to the Guest Services Associates (GSAs) for the 24/7 operations of the 123-room Stanford Ronald McDonald House. This role serves as a key point of contact for triaging services to families in crisis, requiring a strong background in social services or social work. Key responsibilities include the supervision of staff, oversight of daily operations, and the direct assessment of family needs to ensure the delivery of compassionate, trauma-informed support. Reporting to the Director of Family Services, this role maintains close coordination with other programs including Accommodations, Programs, Family Support Services, and Engagement and Volunteer Services. When needed, this position requires some weekends and holidays and offers a $70,000 annual salary.

DUTIES AND RESPONSIBILITIES

MANAGEMENT

• Design and implement GSA task management processes to ensure day-to-day operations are completed efficiently.
• Supervise, coach, and mentor Guest Services Associates, reinforcing professional boundaries and promoting growth opportunities.
• Assess the psychosocial and practical needs of families, triaging and connecting them to appropriate internal and community resources.
• Direct daily work of GSAs to ensure compliance with policies/procedures and exceptional, empathetic service delivery.
• Direct and support the daily work of front desk volunteers by ensuring appropriate tasks are available and appropriately stewarding this working relationship.
• Manage all aspects of the Day Pass Program, including collateral production, orientations, and registration.
• Lead the response to family crises and emergencies, utilizing de-escalation techniques and crisis intervention skills.

OPERATIONS

• Oversee common spaces (laundry rooms, computer nook, gym, lounge, consultation rooms, lobby, storage areas, TV rooms, Day Pass spaces, great room, seating nooks, rec room, conference rooms).
• Maintain inventory levels and daily restocking.
• Conduct daily walkthroughs for safety, tidiness, and functionality.
• Oversee, ensure, and place work orders.
• Collaborate with maintenance and volunteer services to troubleshoot operational concerns.
• Track and report program statistics to drive continuous improvement.
• Foster a safe, welcoming, and supportive environment for families of children facing medical crises.

QUALIFICATIONS AND PREREQUISITE

Education and Experience:

• Bachelor's Degree in Social Work, Psychology, Human Services, or a related field required; Master's Degree (MSW) preferred.
• Minimum of 3 years of experience in a social service, case management, or family support role, with a proven ability to lead teams.
• Experience in crisis intervention, trauma-informed care, and navigating community resources.
• Demonstrated experience interacting with diverse cultural and socio-economic backgrounds.

Knowledge, Skills, and Abilities:

• Bilingual (Spanish/English) proficiency is required.
• Demonstrated leadership in program operations, with ability to motivate teams and drive service excellence with a compassionate, client-centered approach.
• Strong active listening skills and a deep sense of empathy and care for families in distress.
• Ability to lead cross-functionally, collaborating with Accommodations, Volunteer Services, and other teams to achieve goals.
• Knowledge of risk management, safety protocols, and emergency response procedures.
• Proven project management skills, with ability to prioritize tasks and meet deadlines in a dynamic environment.
• Experience engaging diverse volunteers and staff with cultural sensitivity.
• Compassionate, solution-oriented approach to guest and family needs.
• Strong analytical and problem-solving skills, with meticulous attention to detail.
• Skilled in mediating conflicts and de-escalating sensitive situations with professionalism and calm.
• Professional boundary-setting, with empathy for families facing medical crises.
• Exceptional written/verbal communication, adaptable to varied audiences (staff, families, partners).
• Proficient in MS Office and ability to learn new systems (e.g., volunteer management software).
• CPR/First Aid/AED certification (or willingness to obtain within 30 days of hire).
• Valid CA driver's license and ability to travel locally as needed.
• Physical ability to lift 25 pounds (e.g., supplies, donations).

Job description is for informational purposes only. Additional duties consistent with the responsibility level may be assigned.

Salary : $70,000