Family Services Coordinator

The Family Services Coordinator is responsible for coordinating the authorization process by assessing family needs and communicating/interacting with families to obtain authorization for organ and tissue donation. This includes providing families with informed authorization and completing the medical and social history process.

ESSENTIAL JOB FUNCTIONS

DONOR FAMILY INTERACTIONS

1. Evaluate potential donors and assist referring staff.
2. Maintain an on-call schedule of approximately twelve to fifteen 24-hour call days per month (50% call).
3. Respond timely to hospitals (within one hour to local hospitals) when dispatched.
4. Travel to satellite locations to evaluate potential donors and speak with families as requested by Administrators On Call (AOCs).
5. Manage donation activities and responsibilities in a timely manner.
6. Assess family dynamics and coordinate with hospital team a planned, compassionate, family-focused donation discussion.
7. Coordinate authorization process and offer donation opportunity/hold donation conversation with authorizing individual.
8. Provide authorization disclosure to authorizing individual/legal next-of-kin (LNOK)
9. Obtain accurate and complete donor medical/social history (Donor Risk Assessment Inventory) from authorizing individual/ LNOK and other appropriate historians.
10. Support Donor Families/LNOK/Authorizing Individual throughout and after the donation process, as needed.
11. Able to advocate for donation and brain death testing to maximize outcomes.
12. Communicate assessments, actions, and plan to the Administrator on Call and to other FSCs on shared cases.
13. Effectively maintains an average authorization rate of 75% after completion of the orientation/onboarding period (a Non-FPA authorization rate under 40% is considered unsatisfactory).

DONOR FAMILY COORDINATION

1. Assist with donor family inquiries and requests and assure response within established timeframes.
2. Assist with completing Donor Family Outcome Letters.
3. Assist with planning and implementation of memorial and donor family events.
4. Remain cognizant of local and national issues regarding donation and transplantation.
5. Provide support to the Hospital Services department regarding authorization and donor family care as needed.
6. Ensure coverage of donor family related phone calls, viewings, visits and inquiries when Donor Family Coordinator is unavailable.

QUALIFICATIONS AND PHYSICAL DEMANDS

1. Undergraduate degree required; preferred focus of study in biological or social sciences, RN, social work or other allied health certification
2. 3-5 years experience in a professional position in a medical environment preferred.
3. Ability to work a minimum of 40 hours per week and participate in 24-hour call. Must be available on non-call days if needed. Required to work for extended periods of time with few breaks.
4. Detail oriented, organized, excellent tracking/reporting skills, effective written and verbal communication.
5. Microsoft Office proficiency required.
6. Must maintain a valid driver’s license in accordance with MTN motor vehicle policy. Must have reliable personal automobile transportation to be used with company reimbursement using IRS guidelines. Must be able to travel within the service area by ground or air.
7. Ability to lift 50 pounds and transfer short distances.
8. Possess ability to operate telephones, computers and office equipment.
9. Ability to speak and communicate clearly in order to accurately convey information in person or by phone.
10. OSHA Category III No exposure to bloodborne pathogens while performing assigned job duties.
11. Home internet and wireless phone access may be required.

MTN BEHAVIORAL COMPETENCIES

Respect: Builds a positive and supportive foundation inviting open, honest, and clear communication. Fosters a sensitive, supportive, and trustworthy environment, which promotes active listening and strengthens rapport throughout all interactions. Cultivates teamwork through acceptance and inclusion by valuing differences and empowering strengths.

Excellence: Demonstrates excellence by going above and beyond, while maintaining compassion and humility in all interactions. Demonstrates a high rate of achievement and success for the organization through proactive objectives centered on the overall mission and vision. Consistently models a positive attitude, a willingness to help others, and a dedication to improvement. Takes full responsibility for their role and challenges themselves to find workable solutions.

Accountability: Demonstrates the highest ethical standards, by honoring commitments to each other and professional partners. Executes all interactions through honesty and transparency. Demonstrates responsibility and integrity through ownership of the mission. Utilizes resources appropriately.

Leadership: Empowers, mentors and encourages all staff, while displaying a high-level of professionalism. Demonstrates ability to cultivate teams and relationships through open lines of communication, honesty and respect. Handles challenges with compassion by developing trust through respectful feedback and support. Acts as a resource by providing the tools, which enable others to reach their highest potential.

It is the policy of Midwest Transplant Network (MTN) to provide equal opportunity in employment to all employees and applicants for employment. No person will be discriminated against in employment because of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, ethnic origin, age, genetic information, disability, protected veteran status, arrest record, or any characteristic protected by applicable federal, state or local laws. In addition, the organization complies with applicable state and local laws governing non-discrimination in employment in every location in which the organization has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training, employee activities and general treatment during employment

MTN is committed tocomplying with state and federal disability laws and makes reasonable accommodations when requested by a qualified applicant or employee with a disability to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation would impose an undue hardship on the operation of MTN’s mission.