Family Support Specialist I

OneLegacy•Azusa, CA

7h•Onsite

About The Position

At OneLegacy, every moment counts. As the nation's largest organ, eye, and tissue recovery organization, we are dedicated to saving lives and sharing hope. Guided by our values of integrity, compassion, stewardship, diversity and inclusion, urgency, innovation and excellence, and collaboration, our team works tirelessly to honor every gift of donation. This is more than a job; it’s an opportunity to make a profound impact on countless lives. The Family Support Specialist I is responsible for providing grief support to OneLegacy’s donor families. Responsibilities include staffing programs, which address the emotional needs of organ/tissue donor families, providing written materials for donor families, referrals (as needed) and phone support for donor families. In addition, the Family Support Specialist I facilitates written communication and meetings between Donor Families and Recipients as deemed appropriate. This position also assists with the maintenance of the Family Support Services mail program for donor families.

Requirements

Crisis intervention/counseling skills.
Knowledge of death, dying, and bereavement.
Ability to work independently.
Strong oral, written, and presentation skills.
Comfortable working with people at all organizational levels.
Ability to write in a clear, concise, organized, and convincing way for a variety of target audiences.
Strong customer service skills.
Ability to handle confidential matters discretely and professionally.
Demonstrates professional behavior and conduct.
Dresses professionally.
Demonstrates trustworthiness, reliability, dependability, credibility, honesty, sincerity and genuineness in act and deed.
Ability to interact in an efficient, professional, and responsive manner with all levels of OneLegacy Governing Board, leadership, staff, business partners, providers, and suppliers.
Ability to create strong and productive relationships with providers, business partners, FSS team and OneLegacy co-workers.
Understanding and identification with the importance, significance, and serious mission work of OneLegacy.
Focus on achieving and accomplishing the duties and responsibilities of FSS and Operations departments.
Consistent demonstration of a high level of attention to detail, precision, accuracy and customer satisfaction.
Ability to utilize appropriate resources to ensure duties and responsibilities happen timely and effectively while managing a high volume of work.
Ability to perform tasks independently and work effectively with little or no oversight.
Strong problem-solving skills.
Ability to exercise independent judgment to adopt or modify methods and standards to meet assigned duties/objectives.
Ability to exercise initiative and judgment and make decisions within the scope of assigned authority.
Dedication to keeping abreast of the latest information related to area of expertise and technology.
Ability to pick up on technology quickly and integrate into workflow and processes.
High level of computer skills as demonstrated in proficient power-user skills with MS Suite (Word, Excel, Publisher and PowerPoint) and Outlook/email/calendar.
Strong prioritization skills and the ability to effectively manage multiple projects and tasks simultaneously.
Ability to coordinate and track workflow and schedules projects and bring projects and tasks to completion in a timely manner.
Ability to deal well with complex issues and resolve conflicting priorities.
Ability to adapt to changing information, conditions, or challenges with a positive attitude.
Creative thinking/problem solving/proactive approach to business challenges.
Flexibility and ability to be productive and work with frequent interruptions in a fast-paced environment.
Ability to absorb and respond to shifts in priorities and tight timelines.
Ability to learn new technologies and procedures quickly.
Ability to work in a fast-paced agile environment.
Compassion, patience, and empathy working with people in crisis and those in grief.
Ability to recognize limits/boundaries and appropriately seek help.
Ability to honor and be sensitive to cultural, ethnic, religious, and socioeconomic diversity.
Interpersonal skills, including the ability to create a positive impression, deal effectively with conflict resolution, work effectively on a team, and to deal courteously with all levels of management, staff, hospital personnel, vendors, and the general public.
Strong organizational and time management skills.
Ability to sit for prolonged periods of time while performing tasks.
Ability and willingness to learn new tasks.
Bachelor’s degree in social work, counseling or related field.
Current California driver’s license.
Current vehicle insurance based on California minimum insurance coverage standards.
Reliable automotive transportation.
Working knowledge of personal computer and general office machinery (phone, cell, fax, 10-key, photocopier, postage machine and calculator, etc.).

Nice To Haves

Fluency in Spanish.
Master degree.
Two-years’ experience providing grief support to the public with special consideration given to providing services to people in crisis situations, both personally and in group settings.
Hospital experience.
Knowledge of medical terminology.

Responsibilities

Provides telephone support to donor family members (and referral to community resources as needed).
Provides recipient medical updates to donor families.
Facilitates donor family and recipient correspondence and meetings (as deemed appropriate).
Helps coordinate the distribution of written materials to donor families as needed.
Assists the communications department with OneLegacy events where donor families will be in attendance.
Coordinates with the FSS staff to create and implement the Donor Remembrance Ceremonies on an annual basis.
Assists with FSS programs such as grief support groups, workshops, and donor family social media accounts, addressing issues pertinent to donor families’ grief and loss.
Provides on-site support to donor families in the hospital/OLRC when special circumstances warrant.
Maintains accurate donor family records.
Attends staff meetings, training programs and/or in-services, as deemed necessary by the Supervisor/Manager, Family Support Services.
Supports the organization’s Standards of Professional Conduct as outlined in the OneLegacy Policies and Procedures, and the mission, vision, and values of the organization.
Performs other duties as assigned.
Provides presentations regarding the FSS program as needed.
Stays informed of trends in the transplant/donation field.
Stays informed of trends in grief and death education and material.
Maintains confidentiality of all information pertinent to donors, OneLegacy personnel matters, and OneLegacy finances.
Complies with and sets an example for all OneLegacy confidentiality and professional conduct policies and practices.
Ensures high ethical and financial control compliance standards are met.
Maintains a neat and organized workstation and environment.
Reports to work on time; must contact primary supervisor/manager(s) if running late or not able to report to work.
Performs all duties and responsibilities in compliance with safety guidelines, policies, and procedures, regulations as outlined in the Code of Federal Regulations, and other applicable federal, state, and local laws.
Performs quality control practices as defined by the policies and procedures.
Utilizes database and software programs to perform word processing, mail merge, data entry and QA of donor family contact information, and utilize spreadsheets, databases, and graphics programs on a personal computer to prepare and edit complex documents.