Associate Director, Programs

JOB SUMMARY

Our Stanford program is a 100000-square-foot 24/7 operation that provides lodging to 123 families every night365 daysa year. More than a hotel we offer a true home-away-from-home and a neighborhood of support for families navigating medical crisis in a communal living environment. Services include daily meals and stocked family kitchens psychosocial support programmed activity spaces a gym an onsite K-12 school and tutoring support outdoor recreation summer camp and addition to overnight guests we offer daily access 7am-7pm to any family receiving treatment at the Stanford Medical Center. Through Day Pass families can access the Stanford Houses amenities meals and programsincluding laundry showers essential care items gym kitchens activity rooms summer camp hospital shuttle and more.

TheAssociate DirectorProgramsdrives the operational engine of theHouse by providing direct supervision to the Family ProgramsManager and a diverse team of 710 Guest Services Associates whilemaintainingsecondary oversight of Youth and Meal Programs staff. As afamily facingleader the incumbent spearheads the implementation of trauma-informed and culturally responsive programming serving as a primary point of contact for triaging families in crisis and managing complex social service needs. Beyond daily personnel management the role ensures operational excellence across all frontline services programsand facilityutilizationfor both in-House and Day Pass close partnership with the Director of Family Services the Associate Directorfacilitatescross-departmental coordination withFamily CareFacilities and Community Engagementteamsto streamline non-clinical care.

Work Schedule

This position isrequiredto workonsite at least one weekend day (e.g. Sunday-Thursday or Tuesday-Saturday)and as neededholidays. This scheduleensuresreliable supportfor the GSAand Family Programsteamsfamilies and crisis mitigation and response;the Associate Director willmanage the scheduling of GSAs for three shifts each day arrangingfor no-show sick or vacation coverage and is expected toserve as theprimaryback-up if needed.

DUTIES AND RESPONSIBILITIES

MANAGEMENT

• Serve as the face of our Guest Services operations and Family Programs at Stanford. Cultivate a culture of belonging and safety ensuring the organizational brand of care is consistently experienced by families guests volunteers and donors.

• In partnership with Volunteer Servicesarchitectthe volunteer engagement strategy to support operations and programs. Ensure volunteer contributions are strategically aligned with operational gaps and contribute to sustainable donor stewardshippipeline.

• Design evaluate andoptimizehigh-level tasks management systems and inter-departmental workflows. Ensurethat the integration between Guest Services and Family Programs is seamless scalable and responsive to family needs.

• Recruit hire train supervise coach and mentor Guest Services Associatesand provide direct supervision to the Family ProgramsManagerreinforcing professional boundariesand promotingoperational excellence andgrowth opportunities.

• Provide strategic alignment and indirect oversight for Youth Program Associates (YPA) and Meal Program Associates (MPA) function ensuring program delivery is coordinated and embedded within our broader psychosocial support model. Supportimplementationof casemanagement for complex care plans and supervise thetraining andtriage process including upskilling of frontline staff to serve as Community Health Workers (CHWs).

• Set the strategy for crisis response and emergency intervention. Lead andprovide quarterly training to the team in high-stakes de-escalation scenarios and coordinate with Family Care leadership to refine safety protocols.

• Support and enforce organizational infection control policies and safety protocols.

• Direct the growth and evolution of the Day Pass program. Strengthen hospital and community partnerships.

• Partner with executive leadership to analyze program impact. Curate mission-moment storytelling for internal and external communications to drive fundraising and community awareness.

• Manage the Guest Services and Family Programming budgets. Analyze spending trends oversee inventory procurement strategies and ensure fiscal responsibility.

OPERATIONS

• Champion the creation of a trauma-informed supportive environment. Ensure physical spaces and programmatic offerings are integrated to support families in medical crises.

• Oversee the long-termutilizationand functionality of all common spaces (lodging clinical consultation and recreational areas). Ensure these assets meet the highest standards of hospitality and safety.

• Lead safety audits and walkthroughs ensuring the Stanford campusis alwaysinspection-ready. Collaborate with the internal Risk Management group to design and implement emergency preparedness training for all staff and volunteers.

• Act as the senior liaison to Facilities and Volunteer Services to troubleshoot complex operational hurdles ensuring zero to minimal disruption to family services.

• Maintain a robust tracking system for program statistics andutilization. Use data-driven insights to inform continuous improvement board reporting and grant compliance.

• Primary point of contact and strategist for overnight security services ensuring 24/7safety standards aremaintained.

QUALIFICATIONS AND PREREQUISITE

Education and Experience:

• Bachelors degree withdemonstratedfamily services experience in Social Work PsychologyCounselingHuman ServicesPublicHealthor a related fieldis strongly preferred.

• Minimum of7years of experience;masters degreecan substitute 2 yearsin a social service case management or family support ability tomanage ateamis strongly preferred.

• Experience infamily servicesprogram development and oversightcrisis intervention trauma-informed care and navigating community resources.

• Partnership minded and strong understandingofoperations and donor funding models in nonprofit settings.

• Demonstrated experience interacting with diverse cultural and socio-economic backgrounds; bilingual Spanish speaker preferred.

• Proventrack recordof buildingcollaborativemulti-level cross-functional relationships with both internal and external stakeholders.

Knowledge Skills and Abilities:

• Bilingual (Spanish/English)proficiencyisstrongly desired;if not bilingualdemonstratedability to manage cross-cultural teams.

• Demonstrated leadership in program operations withabilityto motivate teams and drive service excellence with a compassionate client-centered approach.

• Strong active listening skills high emotional intelligenceand 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 withabilityto prioritize tasks and meet deadlinesand service delivery goalsin a dynamic environment.

• Experience engaging diverse volunteers and staff with culturalhumilityand self-awareness.

• 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 crisesand secondary trauma experienced by staff and volunteers.

• Exceptional written/verbal communication adaptable to varied audiences (staffvolunteersfamilies partners).

• Proficient in MS Office and ability to learn new systems ( software familymobileapp program tracking systems etc.).

• CPR/First Aid/AED certification (or willingness to obtain within30 daysof hire).

• Valid CA drivers license and ability to travel locally as needed.

• Physical ability to lift 25 pounds (e.g. supplies donations).

Compensation & Benefits

• The salary range for this role is$00commensuratewitheducation level andexperience.
• RMHC Bay Area offers a wide range of benefits including medical dental vision health savings account flexible spending accounts life insurance 403(b) retirement plan with employer contribution generous PTO and holidays.

• RMHC Bay Areais committed toproviding meaningful professional development and pathways for growth.

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

Required Experience:

Director