Family Services Coordinator III

Summary

The role of a Family Services Coordinator III (FSC III) is a crucial and hands-on position that involves providing on-site support to advocate for organ and tissue donation. This role serves as a compassionate bridge between individuals in need of life-saving organs and the generous donors who can offer the gift of life. The FSC III plays a pivotal role in guiding and supporting families through the organ and tissue donation process, a journey that can be emotionally challenging.

One significant aspect of the FSC III’s responsibility is to contribute to the training and development of Family Service skills among SHSC staff. By sharing their expertise and experiences, the DA III helps enhance the organization's ability to provide compassionate and effective support to donor families during a profoundly sensitive time. The FSC III will also serve the organization as Administrator on Call, providing immediate supervision for the daily operations of Family Services within SHSC's designated service area.

• This position can be located anywhere in South Carolina**
  
  

Essential Duties & Responsibilities

• On-Call Response: Provide prompt and extensive on-call response to potential organ and tissue donation referrals within the designated service area (DSA).
• Family Support: Take responsibility for on-call functions and offer comprehensive support to the donor family throughout the donation process. This includes effective communication and collaboration with SHSC staff, Administrators on Call (AOCs), physicians, and hospital personnel to plan and initiate donation conversations.
• Family Dynamics: Assess family dynamics and work closely with the hospital team to advocate for brain death testing when necessary. Develop plans for donation conversations.
• Advocacy: Passion for organ donation and transplantation, maintains a genuine commitment to making a difference in the lives of those in need.
• Clinical: Fundamental understanding of situations where brain death and the withdrawal of life-sustaining treatment are likely to occur. This knowledge is essential for determining donor suitability at a basic level.
• Authorization Facilitation: Lead the authorization process for potential organ and tissue donor families. Furnish the necessary information required to secure authorization for donation or explain the donation process while advocating for registered donors.
• Medical History Review: Review the patient's current and past medical history, collect accurate medical and social history, and collaborate with the Administrator on Call (AOC) to determine suitability for organ donation.
• Hospital Relationships: While on-site, establish and nurture relationships with hospital staff, offer support, address queries, and represent SHSC positively.
• Effective Communication: Ensure effective communication and strong collaboration with donor families, hospital personnel, physicians, and other SHSC staff.
• Support for Donor Families: Provide ongoing support to Donor Families, Next of Kin (LNOK), and Authorizing Individuals throughout and after the donation process, as required.
• FPA Opposition Response: Confidently handle situations where there is opposition to donation (FPA Opposition) by assisting hospital and SHSC staff in implementing the FPA Opposition Algorithm.
• Flexible Schedule: Demonstrate flexibility in managing an unpredictable work schedule, including participation in a rotating call schedule, to provide 24/7 response services for patient referrals in the OPO's Designated Service Area (DSA) hospitals. This includes availability during nights, weekends, and holidays.
• Donor Family Inquiries: Appropriately respond to calls and inquiries from donor families with concerns or questions. Refer donor families to relevant community resources, provide SHSC materials and information, and direct them to the Donor Family Services (DFS) Aftercare Advocate for further assistance.
• Transition Support: In collaboration with the DFS Aftercare Advocate, provides a seamless transition for donor families from in-hospital family support services to the Aftercare Program. This includes communicating and documenting family information, legacy items provided, and tributes performed while in the hospital.
• Donor Family Engagement: Collaborate with Donor Family Services to help plan and participate in donor family events, memorials, and celebrations.
• Preceptor/Training: Provides guidance, instruction and mentorship to new Donation Advocates, as well as SHSC employees outside the Family Service Department.
• Quality Projects: Ability to plan, execute, and manage projects aimed at improving the quality of organ donation processes and procedures. This involves skills related to project management, data analysis, process improvement, and quality assurance.
• Advanced Communication: Ability to engage in and facilitate complex and nuanced discussions, especially in situations where sensitivity, diplomacy, and expert communication are required. Capability to handle challenging or other heightened conversations related to organ donation, such as First Person Authorization Opposition, blocked conversations or other concerns of healthcare professionals or potential donor families.
• Administrator on Call: In charge of on-call duties and providing immediate supervision for the daily operations of Family Services related to organ donation within SHSC's designated service area. This role encompasses various responsibilities such as staff allocation, resource management, communication coordination with on-site personnel, collaboration with fellow members of the SHSC team and external partners, adherence to regulatory policies, and ensuring the successful outcome of every donor case during their designated shift.
• On Call Duty: Serves on a rotating call schedule to provide 24/7 resource support to the Donation Advocates, or other SHSC staff that respond to patient referrals in our Designated Service Area (DSA) hospitals.
• Other Duties: Perform additional duties as assigned.
  
  

Qualifications

Qualifications, Education & Experience

Education: Bachelor's degree is a minimum requirement.

Experience: A minimum of one year of experience in the medical or healthcare field, sales, and marketing is preferred. Other advocacy or professional experience will also be considered. Greater than 2 years of OPO experience is preferred.

Communication and Organization: Proficiency in exceptional communication and organizational skills is mandatory.

Passion: A strong passion for the cause of organ donation and transplantation is essential.

Diverse Communication: The ability to professionally communicate, both in written and verbal forms, with diverse constituencies, including families, medical professionals, healthcare leadership, and law enforcement representatives, is vital.

Public Speaking: Comfort with public speaking and delivering influential presentations to a variety of key audiences as a subject matter expert on organ and tissue donation is required.

Driver's License: A valid state driver's license is a prerequisite.

Language Skills: Ability to read, write, and speak Spanish is a plus.

Equivalent Education and Experience: An equivalent combination of education and experience may be considered.