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 $70000 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:

• Bachelors Degree in Social Work Psychology Human Services or a related field required; Masters 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 drivers 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.

Required Experience:

Manager