Senior Donor Family Specialist

Gift of Hope•Itasca, IL

48d

About The Position

Develop and maintain relationships with organ, tissue, and donor-in-spirit donor families during and following donation, including providing resources, updates and connection opportunities, along with identifying and remedying post-donation issues, cultivating readiness to share their stories and fortifying lifelong relationship with Gift of Hope. This position will primarily cover a southwest Chicago area, so ideal locations include Naperville, Oswego, Sandwich, Joliet. This position requires the ability to speak Spanish. Compensation range for this position: $64,545- $72,598 annually Our Benefits In addition to competitive salaries, we offer a comprehensive benefits package: Medical, dental, vision, disability and life insurance options for full-time employees Generous Paid Time Off (PTO) plan 403(b) retirement plan with company match Tuition Reimbursement up to the IRS-allowed maximum Personalized learning and educational development opportunities Monthly cell phone and internet stipends Paid Parental Leave Annual Employer-funded Lifestyle Spending Accounts to support wellness needs Support and counseling for personal, work financial or family needs through our Employee Assistance Program (EAP) and our partnership with Critical Incident Stress Consultants (CISC)

Requirements

Bachelor’s degree in social services, allied healthcare, or a related field, or equivalent work experience
3-5 years’ experience in patient relations, social services, hospice, grief/bereavement, or a related field
Comfort and confidence in the presence of emotional distress and death
Bilingual Spanish Speaking required for this position
Ability to use critical thinking skills to navigate through ambiguous situations
Thorough organizational skills and attention to detail
Effective oral and written communication skills
Ability to display empathetic listening skills and problem-solving techniques to effectively respond to each family’s concerns or situations
Ability to lift and move 30 pounds

Responsibilities

Advance Gift of Hope's mission, vision and core values: providing compassionate service, contributing to outstanding teams and engaging as one of our passionate people committed to a positive culture that respects the dignity and worth of each individual. Adhere to all policies and procedures in carrying out the responsibilities of this position.
Develop and maintain relationships with organ, tissue, and donor-in-spirit donor families in assigned geographical areas
Manage difficult, potentially emotionally charged, conversations with empathy and compassion
Counsel and provide familial support during and after the donation process including outcomes post-op
Support the Organ Donor Care Center
Arrange and support donor families who come to visit their loved one at the Organ Donor Care Center
Assure that donor belongings that are brought to the Organ Donor Care Center are returned to the next of kin
Communicate with donor families whose loved one’s donation process is occurring at the Organ Donor Care Center
Provide follow up care, answer and questions and/or concerns, support family in grief journey
Communicate donation journey updates to family
Support of donor families during organ donation process, when needed
Adapt and thrive with shifting priorities, frequent process updates, and evolving objectives. Remain flexible with ambiguity and able to navigate and succeed in a dynamic, ever-changing field
Analyze and use critical thinking to navigate situations with incomplete or unclear information
Conduct ongoing bereavement assessment of donor families; provide resources as needed or requested; assess readiness to participate as an Ambassadors for Hope volunteer; identify and offer opportunities to most appropriate donor families
Investigate and respond to donor family inquiries, compliments, and complaints
Monitor, maintain, provide content, support and interact with donor families through the virtual Donor Family Support Group and the Donor Family Support Group page on Facebook
Represent Gift of Hope’s empathetic care by collaborating and cultivating relationships with internal and external partners to facilitate opportunities for supporting donor families & sharing donor family and recipient stories to engage the community and external partners
Transplant center coordinators: gather recipient information and encourage and facilitate communication
Hospital Development and Partner Relations: serve as a resource to our hospital and other external partners; connect them with our mission and the donor families they help support by providing both bedside and long-term empathetic care; coordinate donor family events within the hospitals; serve on hospital donation committees where able
Community Outreach: support community-based initiatives that provide opportunities for engagement and connection for donor families in our communities; collaborate to provide donor families with externally facing opportunities
Communications: help inspire the public to say yes to donation by spreading the message of our mission through donor family testimonials
Organ Operations/ Donation Liaisons/Donation & Family Advocates: collaborate with colleagues to ensure donor families are supported during donation process
Create, plan and execute in-person and virtual events, including donor family/recipient meetings and -donor family memory making opportunities, workshops, events, and activities
Enter clear and complete documentation for every interaction with donor families, hospital staff, and others in donor record
Build and run donor family reports as needed
Adhere to organizational and departmental policies and procedures, and guidelines set forth by AATB
Other duties as assigned

Benefits

Medical, dental, vision, disability and life insurance options for full-time employees
Generous Paid Time Off (PTO) plan
403(b) retirement plan with company match
Tuition Reimbursement up to the IRS-allowed maximum
Personalized learning and educational development opportunities
Monthly cell phone and internet stipends
Paid Parental Leave
Annual Employer-funded Lifestyle Spending Accounts to support wellness needs
Support and counseling for personal, work financial or family needs through our Employee Assistance Program (EAP) and our partnership with Critical Incident Stress Consultants (CISC)

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