Family Care Coordinator - LAFCCFT, Los Angeles

Position Summary
The Family Care Coordinator serves as a front-line leader during assigned shifts, supporting the day-to-day delivery of family-centered care at the Ronald McDonald House Los Angeles. Under the guidance of department leadership, this role provides on-site leadership, judgment, and coordination to ensure a safe, welcoming, and supportive environment for families, volunteers, and staff.

Family Care Coordinators lead by example in direct family engagement, uphold House guidelines through an empathy-first lens, and support Family Care Associates in navigating routine and complex situations. This role plays a critical part in translating family-centered care values into consistent practice on the ground, ensuring continuity of care, clear communication, and responsive support throughout each shift.

Responsibilities

Essential Duties and Responsibilities
The position will include but is not limited to the following:

Family Care & House Operations

• Serve as the primary on-site point of contact during assigned shifts, providing a warm, compassionate welcome to families, volunteers, vendors, and visitors while ensuring appropriate screening, check-in, and building awareness.
• Lead front desk and guest-facing operations, including check-ins, check-outs, orientations, tours, referrals, and guest data entry, ensuring adherence to House procedures and accurate documentation.
• Process room referrals in a timely and organized manner, collaborating with hospital social workers and referring medical teams as needed to clarify information, support appropriate placement, and ensure a smooth intake experience for families.
• Uphold health, safety, and security protocols, maintaining up-to-date knowledge of emergency procedures and ensuring a safe, well-functioning environment for families, staff, and volunteers.
• Exercise sound judgment as the first responder to shift-level issues, problem-solving in real time and escalating concerns to supervisors or partners as appropriate to ensure continuity of care and operations.
• Hold space for family concerns and emerging needs during assigned shifts, offering compassionate listening and immediate support within scope, and identifying when families may benefit from additional emotional or resource support. Escalate and coordinate follow-up with the Director of Family-Centered Care and Family Support Services as appropriate.
• Ensure clear communication and continuity between shifts, documenting incidents, family needs, and operational updates to support seamless handoff and informed follow-up.
• Coordinate with Building Services Team to support room readiness, and timely resolution of maintenance issues.
• Maintain common areas and guest-facing spaces, including restocking supplies, addressing cleanliness and safety needs, and documenting maintenance or housekeeping concerns.
• Process financial transactions and in-kind donations in accordance with established procedures.
• Participate in required trainings and additional duties as assigned.

Family Programs, Meals, and Activities

• Support the Meals program during assigned shifts, including hosting meal groups, coordinating setup and cleanup, and serving as a welcoming point of contact for volunteer meal providers in alignment with Volunteer Coordinator.
• Ensure food safety, cleanliness, and readiness across meal spaces, including proper food handling and storage, support with basic food preparation when trained and comfortable, daily monitoring of Help Yourself Refrigerators, pantry restocking as assigned, and inventory support for food orders and donations.
• Support the processing of in-kind donations, including sorting and organizing donated goods, laundering clothing donations as appropriate, and completing related tasks to ensure donated items are safely accepted, prepared, and available for family use in alignment with guidelines.
• Support family activities and programming, including preparing supplies, assisting with setup and cleanup, stepping in to help facilitate or supervise activities as needed (e.g., story time, art nights, yoga), and supporting family sign-ups and communication for outings and field trips.
• Support Family Resource Center operations during open hours, including providing coverage, restocking supplies, maintaining organized and welcoming spaces, and supporting vendors and partners delivering services to families

Leadership

• Serve as the primary escalation point and lead responder during assigned shifts, including in crisis or emergency situations, using sound judgment to stabilize situations, ensure safety, and determine when and how to escalate to the manager on duty.
• Provide shift-level leadership during emergencies, including coordinating immediate response, communicating clearly with staff and partners, and following established emergency and safety protocols.
• Document incidents, emergencies, and follow-up actions clearly and consistently, ensuring timely communication with leadership and continuity across shifts.
• Notify the manager on duty of any staff no-shows and ensure Family Care Associates take required breaks in accordance with scheduling and labor guidelines.
• Provide leadership, guidance, and coaching to Family Care Associates, supporting professionalism, confidence, and values-aligned care delivery during both routine operations and high-stress situations.
• Delegate and oversee shift-level responsibilities, ensuring Family Care Associate shift partners complete required tasks and providing guidance or support as needed to maintain operational standards.
• Serve as the lead for on-the-ground training of new employees, supporting onboarding, skill development, and confidence-building during initial shifts in alignment with established procedures and expectations.
• Participate in monthly team leaders meetings to surface team concerns, review policy and procedure updates, share observations from the front lines, and identify families who may require additional support or escalation.
• Oversee room scheduling during assigned shifts, ensuring every available room is scheduled daily in alignment with referral and occupancy guidelines.
• Assist the Family Care Manager with administrative support for third-party insurance claims and California Children’s Services (CCS) reimbursement, including processing documentation, tracking required information, and supporting timely submission in accordance with established procedures.

Qualifications

• High school diploma/GED required; Bachelor’s degree preferred. Work experience may substitute for education.
• At least 1 year of supervisory experience.
• At least 1 year of experience in social services, hospitality, or healthcare setting required. Experience with navigating complex crises situations preferred.
• Must be organized, focused and have a track record of excellent judgment.
• Must demonstrate good customer service skills.
• Must be organized and possess ability to manage multiple tasks and priorities.
• Positive attitude, pleasant demeanor and appropriate dress required.
• Must be proficient in Microsoft Office and comfortable using hospitality database.
• Must be willing to work irregular hours and holidays as necessary.

Necessary Skills
Ability to read and interpret information in English. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from managers, clients, board members, families and the general public; ability to present facts and recommendations effectively in oral and written form. Candidates with multi-language skills encouraged to apply.

Physical Demands
Job duties regularly require standing, walking; reaching with hands and arms; climbing or balancing; stooping, kneeling; talking or hearing. Frequently required to be on feet. Frequently lift and/or move up to 25 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, must be willing to work independently and, when necessary, overseeing the operations of two buildings alone. The noise level in the work environment is usually moderate.

At-Will Employment 
You will be considered an "at-will" employee, meaning that either you or RMHCSC may terminate the employment relationship at any time, with or without cause or notice, except as otherwise required by any applicable notice provisions or RMHCSC’s written policies.

Memorandum of Understanding (MOU): This position and title may be amended, modified or adjusted according to the needs of the business.

Equal Opportunity Employer

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