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Family Support Coordinator MT

Job Details

Billings - Billings, MT
$59,510.00 - $86,314.00 Salary/year

Description and Qualifications

The Family Support Coordinator I (FSC) provides on-site response to advocate for donation and support families through the organ and tissue donation process. 


On-Site Donation Advocacy and Donor Family Support

  • Provides rapid on-site support for donor families at hospitals throughout the LifeCenter Northwest (LCNW) service area as needed via personal automobile, or commercial or chartered aircraft.
  • Completes comprehensive review of Family Readiness Assessment (FRA) including engaging with physicians, nurses, and ancillary services, as appropriate, to assess family understanding of grave prognosis and readiness for donation discussion.
  • Provides recommendation regarding timing of donation conversations based on FRA assessment.
  • Works in strong collaboration with hospital staff, LCNW Resource Triage Coordinator (RTC), Administrator-on-Call (AOC), and clinical staff to evaluate and determine the best time to discuss the opportunity for donation with potential donor families.
  • Provides high-quality trauma and bereavement support to potential donor families.
  • May lead less complex authorization conversations, as needed (e.g., family has expressed an interest in donation, registered patient where family is known to be supportive).
  • Assists with complex authorization conversations while partnering with other Family Support or clinical staff.
  • Completes Authorization and Disclosure forms with donor families ensuring all legal and regulatory standards are met.
  • Conducts a Uniform Donor Risk Assessment Interview (UDRAI) with appropriate surrogate of the potential organ donor, working closely with donor family and LCNW clinical staff to complete accurate answers to UDRAI.
  • Actively guides families through withdrawal of life support and transition to the operating room.
  • Leads donor families through memory making and donation traditions.
  • Ensures effective communication and strong collaboration with donor families, hospital personnel, physicians, related donation agencies, and other LCNW staff.              

Documentation and Ongoing Family Support

  • Completes, accurate, and timely documentation of donor related activities in computerized confidential donor record, and paper forms according to established policies and procedures.
  • Ensures strong collaboration with the Organ Procurement and Utilization, Tissue Donation Services, and Hospital Development departments to ensure the maximization of organ and tissue donation opportunities. 
  • Works closely with Hospital Development to ensure a cohesive approach to hospital interactions.
  • Refers donor families to LCNW’s Donor Family Aftercare Program, following the donation case completion.

Department Support and Education

  • Maintains an awareness of all active referrals and pending activity.
  • Serves as Family Support resource for Organ Donation Services, Hospital Development, donor hospitals, and donation partners including providing education and training.
  • Maintains current knowledge of the donation and transplantation industry.

Admin and Quality Responsibilities

  • Ensures timely and accurate completion of donor chart documentation, corrections, and other chart related responsibilities. 
  • Participates in timely resolution of non-conformance investigations and development of appropriate corrective and preventative actions. 
  • Submits documentation for training events attended, as appropriate.
  • Each month by the prescribed due date, completes and submits a reconciliation of business expenses charged on your corporate VISA card. Completes any corrections in a timely manner.
  • Every two weeks by the prescribed due date, completes a timesheet that accurately reflects additional pay units earned during the period.
  • Participates in compliance, quality assurance, and performance improvement programs and initiatives.



  • This position has no formal supervisory responsibilities.


  • Crisis intervention skills and demonstrated ability to discern between grief and loss issues and other life issues that merit referral to other resources are necessary.
  • In this capacity, and with the influence this position carries across the organization, this individual must actively foster an organizational culture based on collaboration, support, and constructive communication (e.g., organization skills, ability to work effectively under deadline constraints, effective written and verbal communication skills, judgment and problem-solving skills, education and training skills).
  • Must possess excellent knowledge of writing and editing standards, including grammar, punctuation, spelling, and vocabulary.
  • Must demonstrate operating knowledge of computers with a demonstrable, intermediate level skill (at a minimum) with email, Word, Excel, and other comparable software programs.
  • May require the ability to operate specialized equipment, such as audio-visual equipment.



The employee in this position must uphold the core values of LifeCenter; these include:

  • Integrity: We are trustworthy, reliable, respectful, and accountable.
  • Collaboration: We work in partnership with others, seeking to understand and be understood, and finding common ground and shared goals to build upon together.
  • Courage: We take personal responsibility and face challenges head-on.
  • Service: Through professionalism and dedication, we honor our commitment to serve others and our obligation to be good stewards of the gift of life.


Physical Activities/Requirements

  • On-call responsibilities and travel are essential to this position; the employee must be prepared to travel by automobile and aircraft within and outside the LifeCenter service area.
  • This position requires the ability to effectively operate phones, computers, and other office equipment.
  • The individual must have the ability to communicate clearly in English to accurately convey information and be able to hear at normal speaking levels both in person and over the phone.
  • Specific vision abilities required by this position include close vision, depth perception, and the ability to adjust focus.
  • Generally, working conditions do not require exposure to hazardous materials nor extremes in health and safety hazards. Work is normally performed in an office or hospital setting as well as other business environments.
  • This position is required to follow hospital immunization, health screening, and background check requirements. Immunizations and tests will be provided by LifeCenter as required.
  • The employee is required to move up to 25 pounds with or without assistance.


  • This position will need to work outside regular business hours, including every other weekend. This position has a variable and on call schedule.



  • A bachelor’s degree from a four-year accredited college or university.
  • A master’s degree in Human Services, Chaplaincy, Counseling, Psychology or Social Work with a minimum of two years’ experience preferred.
  • Relevant work experience can be considered as a substitution for academic requirements.
  • At least one year of experience working with bereaved and/or traumatized individuals.
  • Requires a valid driver’s license and access to an insured automobile or the ability to arrive and depart from work- and work-related functions at expected times.


Benefits and Compensation

LifeCenter Northwest offers medical, dental, vision, basic life insurance, accidental death & dismemberment insurance, long-term disability insurance, and travel accident insurance. Employees have the option of enrolling in the following supplemental or voluntary plans: life insurance, short-term disability, accident insurance, hospital indemnity, critical illness coverage and pet insurance. Employees enrolled in our 403(b) program will receive an employer match of up to 7% after one year, employees are auto enrolled at 3% and may change their enrollment at any time. LifeCenter encourages all employees to find balance and well-being and provides all employees access to an Employee Assistance Program (EAP) and provides a quarterly Wellness Reimbursement. Employees enjoy paid holidays throughout the calendar year and earn 119 hours of PTO annually (to start) as well as Health Time Off hours that is earned 1 hour per 30 worked, paid living donor leave, two weeks paid jury duty leave after 6 months of service, and three weeks of paid parental leave after one year of service is complete. A comprehensive review of benefits can be found at

The pay range for this role is $59,510 - $86,314 . Where a candidate’s compensation falls within this range is based on several bona fide factors such as experience, tenure, and other specialized knowledge. LifeCenter Northwest is committed to providing its employees with equitable and competitive compensation.

This position is eligible for additional compensation to the base pay rate, in the form of Extra Call Pay, Extra Call Worked, and Holiday Stipend Pay. 

LifeCenter Northwest is proud to be an Equal Opportunity Employer.