Manager of Family Services

The Donor Network Inc•Miami Lakes, FL

19h

About The Position

The Manager of Family Services supports the mission, goals and values of the OPO by providing leadership and management of referral responders, effective requesting, authorization and disclosure process, documentation, training, call responsibilities and assists with aftercare for the organization. The manager is expected to perform all functions of a Family Services Coordinator and provides direction to staff.

Requirements

Must adhere to and remain in full compliance with the OPO’s Motor Vehicle Driving Policy.

Responsibilities

Ensures staff are adequately staffed and trained to provide appropriate and efficient response to potential donor families and donor family support.
Conducts on-site visits of trained Family Services Coordinators (FSC) and assesses their mastery of competencies.
Participates in the screening and hiring process of new employees.
Serves as a mentor to new staff by coordinating and participating in orientation to assess performance and progress.
Ensures ongoing competence of the staff through a variety of methods including: ongoing education, case reviews/debriefs, self-paced learning modules, and focused learning and training activities.
Prepares and delivers performance evaluations using current evaluation system and tools.
Accountable for leadership performance metrics for Family Services including conversion/authorization metrics for self and subordinates.
Performs various management duties, including but not limited to, recommending staff for promotional opportunities, delivering individual performance metrics, delivering corrective action plans, and administering performance improvement plans and annual evaluations.
Participates in the strategic planning process and developing performance metrics development for the department. Monitors progress and completion of goals.
Maintains knowledge of definitions and criteria regarding eligible and imminent referrals.
Maintains working knowledge of organ, eye and tissue authorization and consent laws and regulation.
Understands data and demonstrates a working knowledge of performance metrics within Family Services (Individual Performance Scorecards) and at leadership level (Family Services Scorecard).
Ensures timely response to Standard Operating Procedures (SOP) modifications and compliance, corrective action plans and ongoing competencies and quality improvement projects.
Ensures adherence to standard operating procedures for direct reports.
Updates industry knowledge through participation in North American Transplant Coordinators Organization (NATCO), United Network for Organ Sharing (UNOS), Organ Procurement and Transplantation Network (OPTN), Association for Organ Procurement Organizations (AOPO), and Centers for Medicare and Medicaid Services (CMS).
Serves as emergency contact for Family Services, including sick calls and emergencies. During times of decreased staffing/emergency, may be required to fill vacancies and/or timeframes necessary.
Approves timesheets and Paid Time Off (PTO) requests.
Maintains oversight of storage of departmental materials and resources.
Maintains call shift responsibilities to identify areas of improvement as clinical and administrative needs require.
Provides oversight to external and internal communication for potential and actual donor families including, but not limited to: outcome letters, anniversary cards and donor family correspondence.
Provides direct oversight of the aftercare program in the planning and implementation of organizational activities including the Donor Appreciation Ceremony and the correspondence/outcome letter process.
Provides Administrator on Call coverage.