Director Family Engagement Services

LiveOnNY•New York, NY

22h•Onsite

About The Position

The Director, Family Engagement Services directs Family Engagement Services in alignment with this framework and is accountable for ensuring that both first-person authorization and non–first-person authorization scenarios are handled consistently, ethically, and in full compliance with CMS, OPTN, the New York State Anatomical Gift Act, FDA requirements, and all applicable LiveOnNY policies, SOPs, and directives. This role carries direct responsibility for day-to-day operational execution of Family Engagement Services, including people management, staffing and scheduling, training and education, SOP adherence, documentation quality, regulatory compliance, escalation handling, and coordination with other LiveOnNY departments to sponsor family engagement services in support of the progression and maturity of potential donor evaluation and management through recovery services, allocation and placement, and transportation. The primary work location is assigned donor hospital sites within LiveOnNY’s service area. Presence at hospital locations is essential and required to execute clinical and operational responsibilities, ensure regulatory compliance, preserve chain-of-custody and documentation integrity, coordinate directly with hospital clinical teams, and represent LiveOnNY in real-time decision environments.

Requirements

RN or Bachelor’s degree in social work, psychology, counseling, nursing, or a related field preferred.
A minimum of 5 years of demonstrated leadership experience and ability in managing complex family engagement conversations independently.
Minimum of 5 years of leadership experience in OPO, healthcare, crisis counseling, social work, bereavement services, or family advocacy.
Exceptional verbal and written communication skills, with demonstrated ability to navigate difficult conversations with empathy and professionalism.
Demonstrated ability to remain calm, supportive, and effective in emotionally charged and emergency settings.
Valid driver’s license and ability to travel to donor hospitals as required.
Ability to participate in 24/7 on-call rotations.

Responsibilities

Directs Family Engagement Services in alignment with operational compliance requirements and LiveOnNY policy.
Provides direct supervision, coaching, performance management, and corrective action for assigned staff.
Directs staffing models, scheduling, coverage, and deployment of Family Engagement resources.
Manages departmental resources, including assigned budgets and staffing allocations.
Directs training, SOP adherence, documentation quality, and audit readiness.
Serves as an escalation authority for complex cases.
Works within established guidelines, exercising independence while adhering to defined regulatory, ethical, and organizational requirements.
Responds on-site to donor hospitals, including but not limited to intensive care units and emergency departments, to provide compassionate support and advocacy to potential donor families on a 24/7 basis as assigned.
Follows and directs standardized processes, creating and using SOPs and regulatory guidance as the primary framework for processes and practice.
Performs self-directed work and directs personnel within a structured environment, maintaining accountability to mission, regulations and leadership.
Adheres to SOPs to ensure consistent, high-quality output in their own work, personnel and to support quality assurance across peer practice.
Initiates and leads sensitive mostly in-person, and when directed, telephonic conversations with next-of-kin (NYS AGA) regarding organ and tissue donation, often in high-pressure and emotionally charged situations.
Independently manages routine and complex family engagement interactions, including elevated emotional situations, potential conflict, and cultural or religious considerations.
Provides guidance, direction, education, and advocacy for donation options while respecting grief, cultural, religious, and individual family dynamics.
Applies advanced judgment in assessing personnel, family readiness, dynamics, and support needs.
Serves as a leadership resource for Family Engagement staff and other LiveOnNY departments.
Directs and facilitates communication and coordination between donor families, LiveOnNY, hospital medical care teams of physicians and nurses, and LiveOnNY clinical and operational teams to ensure a collaborative, coordinated donation process.
Directs and participates in orientation, training, and skill development of Family Engagement Coordinators.
Maintains accurate, timely, and complete documentation of material family interactions, decisions, and authorization outcomes in compliance with federal regulations, CMS requirements, and LiveOnNY policies.
Works within established guidelines with leadership autonomy, exercising advanced judgment while adhering to regulatory and LiveOnNY policy requirements.
Directs and uses SOPs as the authoritative guide for complex and high-risk practices.
Provides real-time direction, guidance and coaching to all during challenging family engagement interactions.
Directs and applies advanced regulatory interpretation to support compliant and ethical practice.
Identifies systemic practice issues and directs quality improvement and training initiatives.
Identifies best practices and deviations from required practice and directs and ensures quality assurance and performance improvement activities and escalates appropriately in accordance with LiveOnNY SOPs.
Directs and participates in essential duties including but not limited to on-call rotations, including nights, weekends, and holidays, and maintains readiness to travel to multiple donor hospitals as needed.
Directs and provides Family Engagement services in cooperation and coordination with LiveOnNY Case Development, Recovery Services, Allocation and Placement, Transportation, and other departments to sponsor family engagement in support of the progression and maturity of potential donor evaluation and management from referral through recovery.