Family Services Coordinator I

Job Details

Job Location

Charleston - North Charleston, SC

Job Description

The role of a Family Services Coordinator I (FSC I) 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 have the potential to provide the gift of life. The FSC I plays a pivotal role in guiding and supporting families through the organ and tissue donation process, a journey that can be emotionally challenging and deeply impactful.

In this way, the FSC I becomes an integral part of the mission to save lives through organ and tissue transplantation, ensuring that every family receives the care, understanding, and guidance they need during this critical process.

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, Legal Next of Kin (LNOK), and/or 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.

• Other Duties : Perform additional duties as assigned.

Qualifications

Education: Bachelor's degree is a minimum requirement.

Experience: Previous experience in the medical or healthcare field, sales, marketing, is preferred. Other advocacy or professional experience will also be considered.

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.

Administrative Responsibility: Strong attention to detail, and a conviction to maintain the confidentiality of donor and recipient PHI.

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.