Associate Director, Family Care

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 Director FamilyCareis anewexemptleadership role responsible for the seamless integration of family care(psychosocial support) lodging operations and case management position servesasthe lead case manager with both direct serviceand management position oversees the home-away-from-home experience for 123 families nightly ensuring that accommodations are managed with operational excellence and that family care is delivered through a trauma-informed culturally responsive AssociateDirector directlysupervisesthe Family CareManager andindirectly supports their team. The AD will play a critical rolein the evolution of our Stanford operations by establishing a one-stop-shop model leading the transition to a centralized hub for all housing needsensuring families experience a streamlined cohesive entry point for accommodations and support services; helping implementing robust pre-screening protocolsfamily needs assessments andEnhanced Care Management (Medi-Cal) enrollmentand ongoing case management support to ensure families receive the right level of care at the right time; and ensuring the rollout and adoption of a new housing management tool to better support guest racking resource allocation and data reporting.

Reporting to the Director of Family Services this role maintains close coordination with other programs including Guest Services Family Programs Facilities and Operations and Community Engagement and Volunteer Services. For families with formal case management care plans the Associate Director and Family Services team support the delivery and tracking of non-clinical services under the direction of the Family Services Director.

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 Programteamsfamilies and crisis mitigation and response.

DUTIES AND RESPONSIBILITIES

CASE MANAGEMENT

• Provide high-level case management for complex care plans (within ECM requirements) and supervise the triage process to ensure effective connection to community resources.

• Assess the psychosocial and practical needs of families triaging and connecting them to appropriate internal and community resources;for families with formal care plans providedirectcase management servicesin collaboration with the Family Services Director (LCSW) and social work interns.

• Lead the response to family crises and emergenciesutilizingde-escalation techniques and crisis intervention skills in coordination with Programs Family Support Services and Family Care staff asappropriate.

• Is the primary authority on family case management; design implement and audit comprehensive care plans for families with complex psychosocial ornon-clinicalneeds.

• Working alongside the Director of Family Service serves as a liaison with StanfordMedicinesocial workers and clinical teams to align support for families.

• Direct the evolution of our one-stop-shop model to unify housing and support services drastically reducing the service fatigue experienced by families during medical emergencies.

• Lead the organizational response to family crisesutilizingadvanced de-escalation intervention skills; model and provide consultation to staff on boundary-setting and trauma-informed care.

• Oversee the implementation of the new guest services database; analyzeutilizationdata and case management outcomes to report on program impact for grants (including ECM) and donors.

FAMILY CARE

• Oversee and direct the end-to-end accommodations strategy including the optimization of intake waitlist management and exception-handling to ensureequitableand efficient resource allocation.

• Recruit mentor and provide executive coaching to the Family Care and Programs Managers; cultivate a leadership pipeline within the team while reinforcing professional boundaries and trauma-informed practices.

• Supervise the training and upskilling of Family Care roles to serve as Community Health Workers (CHWs) and deliver ECM and case management services.
• Manage theFamilyCare fiscal budget;assistin tracking budget spending for all lodging resources.

• Oversee the optimization and implementation of the new guest services database and community support app to improvethe familyexperience and data integrity.

• Conduct ongoing needs assessments toidentifypsychosocial service gaps; design and scale innovative housing solutions and supportive programming.

• Maintain and stewardstrong relationships and partnerships with key hospital personnel third party agencies and support services.

• Support inidentifyingand vetting mission-critical stories for marketing and donor engagement.

• In conjunction with the ADofPrograms engineer cross-departmental coordination workflows (Family Care GSAs YPAs MPAs) to ensure consistency in service delivery clear understanding oftriage protocols and a unified family experience.

• Support and enforce organizationalinfection control policies and safety protocols.

• Assistleadership in reporting impact;buildingand stewardingmeaningfulrelationships withfamiliesvolunteers communityand hospitalpartnersand donors;andidentifyingfamily and staff storiesto share in ourinternal and externalcommunications

QUALIFICATIONS AND PREREQUISITE

Education and Experience:

• GraduateDegreein Social Work PsychologyCounselingHuman Services ora related fieldrequired; MSWor : Candidateswith 10years of direct case management experiencewill be considered.

• Minimum of5yearsof experiencein a social service case management or family support role;proven ability tomanagea teamis strongly preferred.

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

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

• 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 incase managementoperations 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.

• 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