Family Services Coordinator - Northwest AR

Southern Legacy of Life•Fayetteville, AR

About The Position

The Family Services Coordinator (FSC) provides sensitive, respectful, and informative support to families of potential organ, tissue, and eye donors. The role evaluates and facilitates an Authorizing Person’s or Legally Appropriate Person’s understanding of brain death and Donation After Circulatory Death Determination (DCDD), provides emotional support, and helps families openly discuss and consider donation. The FSC determines patient suitability during referral calls and contributes to projects and aftercare programs that support donor families and enhance donation authorization rates. The position works with hospital staff, physicians, and SLL colleagues to support donation opportunities, communicate effectively, identify and resolve barriers, and provide families the information needed to make informed decisions. Duties include requesting donation, conducting donor assessment interviews, completing authorization documentation, and entering data into SLL’s Electronic Donor Record database. Additional responsibilities can include referral screening, coordinating with medical and recovery teams, coroner or medical examiner release requests, transporting staff and specimens, hospital rounds, and assisting with staff education. The position works in office, hospital, and other locations as duties require. Frequent travel by personal vehicle is required, and travel by commercial or chartered aircraft may be necessary. The role requires carrying a cellular telephone and working varied shifts in a 24/7 operation, including a rotating call schedule with 24-hour on-call shifts and availability evenings, weekends, and holidays. The position may involve exposure to blood or body fluids, repetitive motion, lifting at least 20 pounds, and prolonged sitting, standing, or bending. It is responsible for handling confidential records and protecting patient information according to applicable standards and regulations.

Requirements

Bachelor’s degree in social sciences, such as social work, counseling, public health, or marketing.
Experience in related fields such as hospice or bereavement, hospital marketing, or sales may be considered.
Maintain a valid driver’s license, reliable automobile, and proof of automobile insurance.
Maintain required vaccinations and/or health screenings to minimize disease-transmission risk.
Demonstrate attention to detail, precision, accuracy, and customer satisfaction.
Strong prioritization skills and ability to manage multiple projects and tasks effectively.
Excellent problem-solving, conflict-resolution, and interpersonal skills, including making decisions based on circumstances, company policy, and customer relations.
Ability to use general office equipment and software; proficiency in Microsoft Office Suite.
Ability to lift a minimum of 20 pounds.
Availability to work varied shifts, participate in a rotating call schedule with 24-hour on-call shifts, and work evenings, weekends, and holidays as required.
Ability to travel frequently by personal vehicle; commercial or chartered aircraft travel may be required.
Ability to carry a cellular telephone for business purposes.

Nice To Haves

Graduate degree in a social science, caring profession, or education, such as an M.S.W., family therapy or counseling degree, M.Div., or M.Ed.
Three to four years of work in a hospital setting, hospital sales, or marketing; alternatively, two to three years of organ procurement organization (OPO) experience specifically working with donor families.

Responsibilities

Respond to referrals, rounding, and case activity at designated or directed locations.
Communicate clearly with hospital staff and physicians about the needs of potential donors, donor families, and SLL.
Evaluate and facilitate an Authorizing Person’s or Legally Appropriate Person’s understanding of brain death and Donation After Circulatory Death Determination (DCDD).
Request organ and tissue donation from the Legally Appropriate Person and conduct the Donor Assessment Interview.
Guide families sensitively through a potential donor’s registered donation decision, upholding that individual’s intent.
Collaborate with SLL staff and hospital personnel to support donation opportunities and an environment conducive to donation.
Educate hospital staff about donation best practices and clinical triggers; identify, document, and seek solutions to barriers to donation.
Develop and maintain effective relationships with key hospital staff and facilitate communication with the health care team before donation conversations.
Provide appropriate physical and emotional support to potential donor families and ensure they have information to make informed donation decisions.
Complete authorization and donor assessment forms and enter data into SLL’s Electronic Donor Record database.
Screen and assess potential donor referrals, communicate relevant information to appropriate clinical and administrative personnel, determine next actions, and rule out patients based on medical criteria when appropriate.
Secure coroner or medical examiner release for organ and tissue donation when required.
Transport Organ Recovery staff and, as needed, serology and tissue-typing specimens.
Verify ABO in UNET.
Attend and assist with donor-case After Action Reviews.
Conduct hospital rounds and serve as a donation resource within the hospital.
Assist with donation-process training and educational programs for hospital staff when requested.
Maintain required attendance, timekeeping, documentation, and professional conduct; attend required meetings and training; perform other duties as assigned.
Protect confidential records and patient information in accordance with recognized standards and regulations.