Family Support Specialist I(Temporary)
About The Position
The Family Support Specialist I provides grief support to OneLegacy donor families and helps address their emotional needs through phone support, written materials, referrals, programs, and other services. The role facilitates written communication and meetings between donor families and recipients when appropriate and helps maintain the Family Support Services mail program. This is a temporary, full-time, non-exempt position based primarily at OneLegacy’s Azusa corporate office. The position works a 40-hour week on an assigned shift, which may change based on staffing needs, and requires availability for evenings, weekends, and holidays. Occasional travel by personal vehicle or air to meetings and other locations is required. The role may provide on-site support to donor families at a hospital or OLRC when circumstances warrant. The position requires compassion, patience, discretion, strong communication and organizational skills, and the ability to work independently in a fast-paced environment. A bachelor’s degree in social work, counseling, or a related field is required. A master’s degree, Spanish fluency, and relevant grief-support or hospital experience are preferred. Employees must maintain a current California driver’s license and required vehicle insurance, and have reliable automotive transportation.
Requirements
- Bachelor’s degree in social work, counseling, or a related field.
- Current California driver’s license and vehicle insurance meeting California minimum coverage standards.
- Reliable automotive transportation.
- Working knowledge of a personal computer and general office machinery, including phone, cell phone, fax, 10-key, photocopier, postage machine, and calculator.
- Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook; advanced computer skills with office software and email/calendar tools are required.
- Crisis intervention or counseling skills and knowledge of death, dying, and bereavement.
- Compassion, patience, empathy, and strong customer-service skills when working with people in crisis or grief.
- Strong oral, written, and presentation skills, including clear, organized, accurate communication for varied audiences.
- Ability to work independently, exercise sound judgment and problem-solving skills, and manage work with little oversight.
- Strong organizational, prioritization, and time-management skills, including the ability to manage multiple projects and shifting priorities in a fast-paced environment.
- Ability to work collaboratively with staff at all levels, hospital partners, and the public; strong interpersonal and conflict-resolution skills.
- Ability to recognize personal limits and professional boundaries and seek help appropriately.
- Sensitivity to cultural, ethnic, religious, and socioeconomic diversity.
- Ability and willingness to learn new tasks, technologies, and procedures.
- Ability to sit for prolonged periods while performing tasks.
- Availability to work evenings, weekends, and holidays, with assigned days and shifts subject to change according to staffing needs.
Nice To Haves
- Master’s degree.
- Fluency in Spanish.
- Two years of experience providing grief support to the public, particularly services to people in crisis in individual and group settings.
- Hospital experience.
- Knowledge of medical terminology.
Responsibilities
- Provide telephone support to donor family members and refer them to community resources as needed.
- Provide recipient medical updates to donor families.
- Facilitate donor family and recipient correspondence and meetings when appropriate.
- Help coordinate distribution of written materials to donor families.
- Assist the communications department with OneLegacy events attended by donor families.
- Coordinate with Family Support Services staff to create and implement annual Donor Remembrance Ceremonies.
- Assist with grief support groups, workshops, donor-family social media accounts, and other programs addressing grief and loss.
- Provide on-site support to donor families at the hospital or OLRC when special circumstances warrant.
- Maintain accurate donor family records.
- Attend staff meetings, training programs, and in-services as deemed necessary by the supervisor or manager.
- Support OneLegacy’s professional conduct standards, mission, vision, and values.
- Provide presentations about the Family Support Services program as needed.
- Stay informed about trends in transplantation and donation, grief, and death education and materials.
- Communicate professionally with internal and external audiences in person, by phone, email, and letter; identify and obtain missing information and communicate clearly and accurately.
- Communicate concerns and opportunities for improvement to department leadership and use customer-service skills to help resolve complaints.
- Maintain confidentiality and professional conduct; comply with applicable safety, quality-control, ethical, regulatory, and legal requirements.
- Build productive relationships with providers, business partners, the Family Support Services team, and OneLegacy colleagues.
- Manage a high volume of work, prioritize competing demands, track workflows and schedules, and complete projects and tasks in a timely manner.
- Use appropriate resources and independent judgment to perform assigned work effectively with little or no oversight.
- Use databases, office software, and related technology for word processing, mail merge, data entry, quality assurance of donor-family contact information, and preparation or editing of documents.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
