Family Services Manager

Who We Are

At Ronald McDonald House Charities of Western Washington & Alaska, we offer more than just a place to stay. We provide comfort, stability, and community to families facing the unimaginable. Each day at the House is filled with quiet moments of connection and deep acts of care, both big and small. We believe magic happens here: in the support families give each other and in presence of people who show up with deep care and compassion. Our team is grounded in mission, humility, and heart.

RMHC of Western Washington & Alaska is an independent not-for-profit 501(c)(3) organization.

Who You Are

The Family Services Manager (FSM) is a mission-driven, compassionate leader responsible for ensuring a warm, supportive, and high-quality experience for families staying at the Ronald McDonald House. This role manages the Family Services teams while actively working alongside them to support families during their stay. The Family Services Manager leads by example—modeling empathy, teamwork, professionalism, and a deep commitment to the well-being of families. The Family Services Manager plays a hands-on role in daily House operations and fosters a collaborative, responsive, and family-centered environment. This is a full-time exempt position and reports directly to the Director of Operations.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Team Leadership & Development

• • Encourage a warm, inclusive atmosphere that reflects the values and mission of the House.
  • In supervising the Family Services Team, promote a team culture rooted in respect, collaboration, communication, and shared mission.
  • Provide ongoing coaching, training, and leadership to ensure consistent, compassionate service delivery.
  • Develop and maintain team schedules for Family Services team members to ensure 24x7 coverage across Houses.
  • Develop, refine, and oversee family engagement that supports emotional well-being, coping, connection, and resilience among families. Monitor trends and needs within the guest population and adjust family engagement accordingly.
  • Collaborate across departments to ensure the family experience is grounded in care, consistency, and dignity.
  • Provide individualized coaching, professional development, and recognition to foster team growth and satisfaction.
  • Lead regular team meetings, staff check-ins, and cross-departmental collaboration to ensure alignment and accountability.

Family Support and Engagement

• • Provide compassionate support to families navigating medical crisis, serving as a consistent and empathetic presence.
  • Serve as a working manager - activity participating in the day-to-day tasks and family interactions alongside the team, greeting, welcoming, and supporting families as they check in, stay, and transition out of the House.
  • Act as a lead responder within the Family Services Team for complex and sensitive guest concerns, collaborating with the Family Support Manager to navigate these situations with empathy.
  • Coordinate with hospital partners, social workers, and other departments to ensure family needs are met.
  • Encourage a warm, inclusive atmosphere that reflects the values and mission of the House.

Operational Oversight

• • Maintain strong knowledge of daily House operations and work collaboratively to identify and address service gaps.
  • Create and manage staff schedules, ensuring coverage 24/7.
  • Be the point of contact for individuals wanting to donate in kind goods and tickets to the benefit our families. Coordinate donation drop offs. Maintain relationships and memberships with recurrent donors or businesses.
• Uphold documentation, confidentiality, and ethical standards aligned with family-care best practices.
  • Ensure accurate documentation of family stays, incidents, and services provided.
  • Assist with volunteer engagement, guest communications, and special family-centered programming as needed.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

ESSENTIAL SKILLS AND ATTRIBUTES

What We’re Looking for - A Mission-Driven Leader who:

• Creates a warm, inclusive, and values-aligned environment for families and staff
• Balances strategic thinking with hands-on presence in daily operations
• Communicates clearly, calmly, and compassionately—even under pressure
• Has strong team management skills and thrives in collaborative, cross-functional settings
• Understands the value of systems, structure, and consistency as forms of care
• Brings a people-first mindset to family interactions and staff development
• Is flexible, solution-oriented, and grounded in the mission of service
• RMHC requires all employees to be fully vaccinated against COVID-19.

Education/experience

• • Bachelor’s degree in Social Work, Family Studies, Psychology, Hospitality, or a related field—or equivalent experience.
  • 3–5 years of leadership experience in human services, family support, or healthcare-related setting.
  • Proven ability to lead with empathy, humility, and integrity in a fast-paced environment.
  • Strong interpersonal and conflict-resolutions skills with the ability to respond calmly and compassionately in high-stress situations.
  • Flexible, adaptable, and solution-oriented mindset.
  • Excellent organizational skills; adept at balancing details with the big picture.
  • Proficient in Microsoft Office.
  • Passion for the mission of the Ronald McDonald House and a heart for service.

Preferred:

• Bilingual (especially Spanish or other languages commonly spoken in the House)
• Experience with trauma-informed care and/or navigating healthcare systems
• Familiarity with EPIC or hotel-style guest management systems

Working Conditions

• Participate in afterhours, on-call rotation with ability to report onsite within 20 minutes for urgent matters or critical staffing situations.
• Includes occasional evening, weekend, and holiday shifts to ensure necessary coverage.
  • Involves frequent lifting (up to 35 lbs.), standing for prolonged periods of time, twisting, bending, and navigating stairs.

Here’s why you’ll love working at RMHC:

Amazing People – We are a collective of dedicated nonprofit professionals, direct service family advocates, social workers, and bilingual housing and facilities teams that make the RMHC House a home away from home.

Caring Environment – Our House is a community where our nurturing staff support and provide services for families who are experiencing unique pediatric medical episodes in their lives; our House sparks joy and celebration to help lighten the heaviness of enduring medical treatments.

Great Location – Our House is nestled in the beautiful Laurelhurst neighborhood of Seattle, WA along the Burke Gilman trail and a short walking distance from Seattle Children’s Hospital.

Robust Benefits –RMHC offers generous paid time off that includes 10 paid holidays, 12 sick days, 2 personal days and vacation per our schedule and DOE, 100% employer-paid medical/vision and dental plans, life insurance, and 401(k) retirement savings with an employer match.

Strong History –A Home Away from Home: RMHC of Western Washington and Alaska was established in 1983 with its first House opening in Seattle and serving 22 families. Today we have three facilities in Seattle, including 10 Bone Marrow Transplant Apartments with a total of 105 rooms. Our Anchorage House in Alaska has 34 rooms and is nestled on the 6th floor of the Alaska Native Medical Center’s patient housing. Patients include expectant mothers with high-risk pregnancies as well as pediatric patients and their families.

Ronald McDonald House Charities of Western Washington & Alaska is an equal opportunity employer. We value a diverse workforce and strongly encourage applicants of all backgrounds to apply, regardless of race, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity/expression or disability.