Family Support Coordinator

At Network for Hope (NFH), the Family Support Coordinator (FSC) is an on-call position responsible for leading discussions with potential donors and/or donor families regarding the gift of organ, tissue, and eye donation. This includes obtaining authorization and informing families of donor designation status. In addition, this position will provide support to families throughout the donation process. These duties require effective communication and the ability to be comfortable working with families who are experiencing a sudden loss.

Duties and Responsibilities

Referral Management

1. Responds independently or with assigned staff to hospital referrals within designated times.

2. Reports relevant patient information to the Family Support Administrator on Call (AOC) and/or Organ AOC.

3. Confirms donor eligibility with the Organ AOC and/or Family Support AOC.

4. Collaborates with the healthcare team to assess the legal next of kin/family's readiness for a donation conversation.

Donation Conversation

1. Communicates empathetically with families experiencing sudden loss, providing support and clarification while allowing for the expression of grief and emotions.

2. Establishes rapport with the healthcare team and gathers information about family dynamics to ensure the best time to have a donation conversation.

3. Advocates for donation while being responsive to individual family circumstances utilizing discretion and sensitivity.

4. Assists families to understand the grave prognosis, test results, and/or diagnosis of death as described by the physician.

5. Leads discussions with potential donor families about the gift of organ, tissue, and eye donation.

6. Obtains authorization for donation or presents Donor Designation, supporting First Person Authorization Laws.

Donor Family Management

1. Conducts Uniform Donor Risk Assessment Interviews (UDRAIs) with family members.

2. Collaborates with hospital and medical staff to provide potential donor families with accurate and timely information regarding the donation process.

3. Acts as a family advocate to the health care team as necessary.

4. Coordinates a plan for family support along with key hospital staff members (chaplain, social work, etc.). For applicable cases, escorts families to the designated location and supports families during withdrawal of life sustaining treatment.

5. Follows up with the family post-recovery, informing them about the donation outcomes.

Family Support

1. Provides compassionate support to families throughout the donation process with an understanding of the grief process and the ability to be comfortable with talking about death and end of life.

2. Educates the family on the donation process.

3. Supports the family in closure rituals and assists them in preparation for their departure from the hospital.

4. Provides family support utilizing NFH led initiatives, i.e., memory making and community resources.

5. Maintains ongoing communication with Network for Hope staff members throughout the family support process.

Documentation

1. Obtains authorization for donation per Uniform Anatomical Gift Act (UAGA).

2. Documents information according to established procedures and protocols.

3. Maintains detailed documentation of case specifics, including family dynamics and healthcare team interactions.

Other Duties

1. Provides education to hospital staff regarding authorization, family care process, and donation process. May assist with presentations to hospital partners during lunch and learns, in-service meetings, and other events.

2. Contributes to the development and improvement of department policies, processes, and procedures.

3. Participates in case reviews and attends relevant meetings and learning opportunities.

4. Accepts other duties as required by the Family Support Manager.

Education, experience and training

1. Education: College degree (Associate or Bachelor's level) in allied health, education, business, sales or marketing, pastoral care, psychology or related field required. Extensive experience and healthcare certifications may substitute for education requirements and will be reviewed on a case-by-case basis.
2. Experience: Experience in marketing, communication, teaching, health care, counseling, pastoral career other public service-related required. Hospice care, bereavement counseling, pastoral counseling, social work, organ or tissue donation and other helping professions are examples of the training and experience relevant to this position.
3. Licensure, Certification, and/or Registration: N/A

About Us

Network for Hope is a nonprofit organization dedicated to saving and enhancing lives through organ and tissue donation. We work tirelessly to provide exceptional care to our donor families, facilitate organ and tissue recovery, and educate the communities we serve. The dynamic field of organ and tissue donation offers exciting and rewarding employment opportunities for those looking to make a meaningful difference in others' lives.

In addition to being part of a lifesaving mission, NFH offers competitive pay, comprehensive benefits, and generous time off. Here are some of the benefits available to our team members:

Voluntary Benefits

• Health, Dental & Vision Insurance Options
• Short Term Disability
• Voluntary Life Insurance
• Dependent Care Program
• Pet Insurance Discount Program

Employer Provided Benefits

• Health Savings Account Assistance
• Life & Accidental Insurance
• Long Term Disability
• Competitive 401K
• Vacation, Sick, PTO, Birthday, Holidays, and Personal Days
• Comprehensive Life Assistance Program
• Identity Theft Monitoring Program
• Education, Professional Dues, Certification Reimbursement
• On-The-Job Training and Career Shadowing
• Flexible Work Schedules
• Subscription to the Calm Application

To learn more about NFH, please visit our website at /networkforhope.org.

Network for Hope is an Equal Opportunity Employer and a participant of E-Verify.