Caregiver and Family Services Manager
10 days ago
San Diego
Position Overview\n We are seeking a highly organized, relationship-driven Caregiver and Family Services Manager to support our San Diego childcare operations. This role is responsible for helping ensure that families receive reliable, high-quality care while caregivers are effectively onboarded, supported, scheduled, developed, and retained. \n \n The Caregiver and Family Services Manager serves as a key connection point between our caregivers, families, recruiting team, and operational leadership. The ideal candidate enjoys managing people, solving problems, building strong relationships, and keeping a fast-moving service operation organized and responsive. \n \n A significant focus of this position is supporting families receiving Respite Care, including coordinating caregiver matches, managing ongoing scheduling and service needs, supporting caregivers working with these families, and helping ensure families have a positive and consistent experience. \n \n This is a remote position; however, candidates must live within San Diego County. The manager will participate in local recruiting events, caregiver engagement activities, meetings, and occasional in-person visits approximately two times per month. \n \n Experience working with children with special needs is strongly preferred. This experience may come from childcare, education, behavioral support, healthcare, social services, respite care, or another related setting. \n Responsibilities\n Candidate Hiring and Onboarding \n\n • Coordinate and communicate with recruiters regarding caregiver needs based on location, availability, and service demand.\n, • Take ownership of caregiver onboarding after recruitment, including paperwork, orientation, system setup, and ensuring caregivers are prepared to begin working.\n, • Partner with the recruiting team to continually improve and streamline the caregiver onboarding and orientation process.\n\n Performance Management and Respite Operations \n\n • Monitor and measure performance against operational goals, KPIs, fill rates, quality metrics, and caregiver capacity.\n, • Manage day-to-day staffing needs, including open cases, caregiver availability, scheduling changes, cancellations, and family requests.\n, • Proactively monitor unfilled care and caregiver capacity and work to maximize caregiver utilization and respite hours.\n, • Serve as the first point of contact for routine operational issues involving families or caregivers, working toward resolution and escalating more complex matters to the Director as needed.\n, • Review and maintain accurate operational information, including caregiver availability, scheduled hours, timesheets, and other records necessary to support efficient operations and billing.\n, • Assist with pre-billing review and resolution of timesheet, scheduling, or documentation issues to ensure records are accurate and complete before monthly billing.\n, • Identify and implement opportunities to improve day-to-day respite processes, organization, and efficiency.\n\n Employee Development and Retention \n\n • Maintain active contact with caregivers, including scheduled check-ins and ongoing support.\n, • Coach and develop the caregiver team toward high-quality service, reliability, and long-term retention.\n, • Serve as a primary resource for caregiver questions, concerns, and routine performance issues.\n, • Address employee complaints and performance concerns and coordinate disciplinary action when appropriate.\n, • Set up initial placements between caregivers and families, including introductions and helping establish successful caregiver-family matches.\n, • Conduct exit interviews and employee surveys to monitor employee satisfaction and identify opportunities to improve retention.\n\n Family Communication and Support \n\n • Serve as the primary day-to-day point of contact for families following initial intake and onboarding.\n, • Introduce respite services and support newly onboarded families as they transition into ongoing care.\n, • Assist families with scheduling, caregiver availability, caregiver matching, cancellations, and other routine service needs.\n, • Take the first pass at family questions, concerns, and caregiver complaints, working toward resolution and escalating more complex matters to the Director as needed.\n, • Take initial responsibility for following up with families regarding routine billing and payment matters, including missing payment information, overages, or anticipated charges; attempt to resolve these matters directly and escalate unresolved or more complex billing concerns to the Director.\n, • Maintain proactive communication with families to gather feedback, address concerns, and support strong long-term relationships.\n\n Ideal Candidate Profile\n The strongest candidate will be someone who is equally comfortable supporting a caregiver, speaking with a family, troubleshooting an operational problem, and keeping multiple moving pieces organized. This role requires someone who communicates warmly and professionally while also being comfortable setting expectations and holding employees accountable. \n \n We are especially interested in candidates who bring experience in childcare, special needs services, respite care, education, healthcare, home care, staffing, or another service-oriented environment where strong relationships and reliable execution are equally important. \n \n The ideal candidate will have: \n\n • Strong people-management, coaching, and relationship-building skills.\n, • Excellent verbal and written communication.\n, • Strong organizational skills and attention to detail.\n, • The ability to manage multiple priorities in a fast-paced environment.\n, • Sound judgment and confidence handling routine employee and family concerns.\n, • A service mindset and genuine interest in supporting both caregivers and families.\n, • Comfort working with operational metrics, scheduling, records, and systems.\n, • The ability to work independently in a remote environment while remaining highly connected to the broader team.\n, • Residence within San Diego County and availability for local in-person activities approximately twice per month.\n, • Experience working with children with special needs strongly preferred.\n\n \n Compensation: $55 - 65,000 DOE. Benefits include PTO, Health & Dental Insurance, Quarterly and Annual Bonus Opportunities. \n \n To Apply: Please send resume to Laura Davis. ldavi@jovie.com.