Family Support Coordinator, Cincinnati, OH

NFH•Cincinnati, OH

About The Position

The Family Support Coordinator (FSC) guides families through the organ, tissue, and eye donation process, providing compassionate support and clear information during moments of grief. The role coordinates with hospital teams and Network for Hope (NFH) staff to assess readiness for donation conversations, support families’ decisions, and help ensure their needs and wishes are respected throughout the process. The coordinator responds to hospital referrals, confirms donor eligibility with the Administrator on Call, conducts donation conversations and Donor Risk Assessment Interviews, obtains and documents donation authorization, and maintains detailed case records. The FSC also supports families before and after recovery, provides memory-making services, connects families with community resources, and informs them about donation outcomes. Additional duties include educating hospital staff, contributing to procedure improvements, participating in case reviews and continuing education, and completing other duties as assigned by the Family Support Manager.

Requirements

Associate or bachelor's degree in allied health, education, business, sales or marketing, pastoral care, psychology, or a related field; extensive experience and healthcare certifications may substitute, subject to case-by-case review.
Experience in marketing, communication, teaching, health care, counseling, pastoral care, or another public-service-related field.

Nice To Haves

Relevant training or experience in hospice care, bereavement counseling, pastoral counseling, social work, organ or tissue donation, or other helping professions.

Responsibilities

Respond independently to hospital referrals within designated timelines and communicate relevant patient information to the Administrator on Call.
Confirm donor eligibility in collaboration with the Administrator on Call.
Work with healthcare teams to assess whether the legal next of kin or family is ready for donation conversations.
Lead empathetic donation discussions with families experiencing sudden loss, tailoring the approach to their circumstances and advocating for donation sensitively.
Help families understand a grave prognosis and the donation process.
Conduct Donor Risk Assessment Interviews with family members.
Provide accurate and timely donation-process information in collaboration with medical and hospital staff.
Serve as a liaison between families and healthcare teams, supporting family needs and wishes.
Follow up with families after recovery to share donation outcomes.
Provide ongoing emotional support, help families prepare to leave the hospital, offer memory-making services, and connect families to community resources.
Maintain regular communication with NFH staff to coordinate consistent family support.
Obtain and document authorization for donation and maintain accurate records of family interactions, family dynamics, and healthcare-team communications.
Follow established documentation protocols.
Educate hospital staff about authorization, care processes, and donation procedures; assist with presentations and training sessions for hospital partners.
Contribute to department policies and procedure improvements based on experience and feedback.
Participate in case reviews, meetings, and continuous learning opportunities.
Perform other duties as assigned by the Family Support Manager.