Family Services Supervisor

Texas Organ Sharing Alliance (TOSA), founded in 1975, is one of 57 federally designated Organ Procurement Organizations (OPOs) in the United States. TOSA is committed to a mission of saving lives through the power of organ donation by providing organ donation and recovery services to Central and South Texans wishing to donate, and to those waiting for a life-saving organ transplant. Recognized as a Top Employer, TOSA has staff members in Austin, San Antonio, and McAllen.

JOB SUMMARY: The Family Services Supervisor supports the mission, goals, and strategic plan of Texas Organ Sharing Alliance (TOSA) by providing leadership, performance accountability, and operational oversight of the Family Services Coordinators within their region. This role ensures that TOSA’s family approach processes are consistent, compassionate, and compliant with organizational, regulatory, and ethical standards. The FSC Supervisor balances strategic leadership and operational engagement, maintaining both administrative oversight and credible field presence. They develop staff, drive performance improvement, and serve as the primary conduit between field operations and departmental leadership. This position combines strategic oversight with operational management to foster personal and departmental growth while advancing TOSA’s mission.

WORK SCHEDULE: The Family Services Supervisor is a full-time exempt position which supports a team with 24-hour on-call responsibilities. The position will require five 8-hour shifts which may include evenings and/or weekends and occasional overnight travel.

ESSENTIAL FUNCTIONS AND DUTIES

1. Leadership and Staff Development

• Provides direct supervision, coaching, and evaluation of Family Services Coordinators.
• Conducts one-on-ones, performance reviews, and individual development plans (IDPs).
• Identifies training needs and partners with the Educator to implement targeted interventions.
• Promotes accountability, professionalism, and alignment with TOSA’s mission and standards.

2. Operational Oversight

• Manages team scheduling, call rotation, and coverage to ensure equitable workload distribution.
• Serves as operational resource for active cases, offering real-time guidance and strategic direction.
• Joins the field rotation minimally three times per month to maintain field credibility and ensure consistency in practice.
• Ensures accurate, timely documentation and adherence to policy across all cases.

3. Performance and Quality Management

• Monitors departmental KPIs (consent rate, timeliness, documentation accuracy, O/E ratio).
• Analyzes trends, implements corrective action plans, and reports findings to the Manager.
• Collaborates on QAPI initiatives and supports internal and external audits.
• Reinforces consistency and standardization across all FSC regions.

4. Cross-Departmental Collaboration

• Works closely with AOC, ORC, and Hospital Development to align hospital strategies and optimize donation outcomes.
• Serves as the Family Services voice on cross-functional committees and hospital collaborations.
• Participates in the Donor Family Advisory Council and relevant organizational initiatives.

5. Departmental Strategy and Process Improvement

• Reviews and updates policies, procedures, and documentation templates in collaboration with leadership.
• Provides input into annual strategic planning, staffing forecasts, and education goals.
• Leads initiatives to strengthen dual advocacy, staff retention, and communication consistency.

REQUIREMENTS: 

1. Knowledge and skills acquired through the completion of a bachelor’s degree at an accredited college or university with major course in nursing, life sciences, social work, communications, or related fields preferred. 

2. Demonstrated proficiency in the Family Service Coordinator role or 2-4 years of management experience in an acute health care setting, hospice, bereavement counseling center, etc. where there was active involvement with issues involving death and/or dying. 

3. Minimum two years organ procurement organization (OPO) or other donation agency experience preferred. 

4. Demonstrates a strong working knowledge of the hospital critical care environment. 

5. Demonstrates teamwork, clinical, analytical, organizational, and communication skills in a high stress environment. 

6. Ability to work in a diplomatic manner while accomplishing organizational objectives with diverse cultural and socioeconomic groups and individuals. 

7. Demonstrates excellent judgment, decision-making and organization skills. Ability to problem solve in stressful situations. Task oriented, excellent follow-through and strong attention to detail required. 

8. Always displays a caring and courteous attitude, represents TOSA in a positive manner. 

9. Spanish speaking preferred. 

10. Working knowledge of standard office equipment (computer/fax/copier). 

11. A valid driver's license and proof of automobile insurance. 

12. Possession of a reliable personal automobile. 

13. A physical requirement for the ability to lift at least 50lbs. 

14. Maintaining confidentiality regarding all donor information.