Family Resource Coordinator

Donor Network West; San Francisco (CA); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading organization in organ and tissue donation seeks a Family Resource Coordinator in San Francisco. This role is crucial for initiating discussions on organ donation with families and managing complex emotional situations. Ideal candidates should possess strong interpersonal and conflict management skills, along with a relevant degree and experience in bereavement support.

Benefits

Diverse work environment

Opportunity for professional development

Collaboration with healthcare professionals

Qualifications

• Knowledge of medical and legal principles of authorization.
• At least 2 years of experience with families, counseling, and crisis intervention.
• Ability to communicate and present effectively in team environments.

Responsibilities

• Facilitates donation discussions and authorization processes.
• Works with hospital staff to ensure compliance with UAGA guidelines.
• Maintains documentation required for organ recovery.

Skills

Interpersonal skills

Conflict management

Communication

Empathy

Education

Degree in biological or social sciences

Counselor certification

Job description

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Donor Network West’s mission is to save and heal lives through organ and tissue donation for transplantation and research.

At Donor Network West, we're looking for people who embody our core values: passion, excellence, equity and inclusion, and relationships. We welcome diverse perspectives and foster an environment of collaboration and service.

POSITION SUMMARY

The Family Resource Coordinator I (FRC) works with donor hospital personnel, physicians, and the DNWest team to facilitate a donation discussion and the organ and tissue authorization process. The primary responsibility is to initiate the donation discussion and request for organ and tissue donation or notify the Notifying Party (NP) of donor designation. The FRC I also immediately responds to donor referrals to assess family needs as requested by the hospital, family, and or resource/transplant coordinator. This role must utilize consistent communication and empathy for both the donor family and potential transplant recipients. The individual must be compassionate, conscientious, and ethical, and must possess strong interpersonal skills which will allow her/him to deal effectively with conflict resolution, donor families in grief/crisis, individuals or groups and a variety of medical professionals. This position requires strong conflict management skills as well as written and verbal communication skill; and an ability to work productively both independently, and as a team participant with accountability to all other team members for meeting agreed upon objectives.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

• Works with DNWest’s staff and hospital staff to ensure that the authorizing party is identified per Uniform Anatomical Gift Act (UAGA)guidelines.
• Initiates the donation discussion and authorization process for potential organ and tissue donor families prior to, during, and after death declaration. Provides families with the detailed information required to give legal informed authorization for anatomical donation.
• Responds on site independently and/or in conjunction with assigned staff to all appropriate hospital referrals within designated time outlined per policy and procedure. Initiates frequent huddles with hospital and DNWest’s staff to ensure that the Authorizing Party/Notifying Party is presented the opportunity for donation or donor designation notification in the most appropriate time frame and manner. Accesses donor registries to determine prior authorization for donation.
• Communicates with the attending physician and other members of the healthcare team to establish rapport and ensure a collaborative planned approach for the donation discussion and authorization process. Will communicate directly with donor families, hospital personnel, physicians, and DNWest’s staff.
• Obtains authorization for donation per UAGA and verifies appropriate medical and legal documentation necessary for organ recovery consistent with DNWest policy and procedure.
• Completes the Uniform Donor Risk Assessment Interview (UDRAI) with appropriate historian per DNWest’s policy and procedure and obtains follow-up information if required.
• Visually assesses donors, interpret charts, document information, and communicate findings.
• Collaborates with hospital and medical staff to provide potential donor families with accurate and timely information regarding the patient’s current clinical course.
• Maintains communication with hospital staff and attending physician regarding the potential donor family’s understanding of the prognosis and acts as a family advocate to the health care team as necessary.
• Provides education and relevant materials to hospital staff on the authorization and family process as well as the benefits of organ and tissue donation and services provided by DNWest to grieving families.
• Provides excellent customer service to internal and external partners.
• Collaborates with hospital staff to provide bereavement support as applicable.
• Collaborates with hospital staff to obtain administrative authorization when appropriate.
• Provides education to hospital staff regarding authorization, family care process, and donation process.
• Responsibilities may be affected by increased donor activity. Performs other duties as assigned.

Family Resource Coordinator I

• Must completing onboarding process and be a FRC I for a minimum of 12 months before applying for advancement.
• Builds positive, professional relationships with all DNWest’s teams while maintaining and promoting the DNWest’s culture.
• Represents organ and tissue donation equally.
• Possesses strong interpersonal skills with an ability to work effectively with all stakeholders, particularly with medical professionals, and donor families.
• Manages highly stressful situations in a calm and professional manner by using sufficient judgment and discretion at all times.
• Ability to productively work independently and as a team participant. Accountable to the team and works with the team to meet DNWest’s strategic goals.
• Presents feedback effectively, maintaining positive relationships, and utilizing customer service skills.
• Maintains personal/professional balance; works toward resiliency.
• Maintains authorization rate within acceptable best practice expectations.

Onsite Presence

• Secures and maintains positive hospital leadership, physician, nurse and ancillary care staff relationships.
• Able to share action plans with DNWest and hospital teams.
• Maintains a supportive onsite presence as appropriate.
• Utilizes critical thinking skills in the moment to achieve the desired end result.

Assessment and Planning

• Visually assesses donors, interpret charts, document information and communicates findings.
• Communicates and collaborates with the attending physician and other members of the healthcare team to establish rapport, provide education on the benefits of donation, and ensure a collaborative planned approach for the donation discussion and authorization process.
• Maintains communication with hospital staff and attending physician regarding the potential donor family’s understanding of the prognosis and acts as a family advocate to the health care team as necessary.

Donation Discussion and Family Support

• Facilitates the donation discussion and authorization process using the Dual Advocacy Fundamentals for potential organ and tissue donor families prior to, during and after death declaration.
• Provides donation discussion core elements, effectively advocates for donation, and accurately completes authorization documentation.
• Utilizes the Dual Advocacy fundamentals.
• Accesses all pertinent donor registries and assesses for a Document of Gift.
• Able to complete all required documentation and authorization forms.
• Effectively guides and documents the Donor Risk Assessment Interview.
• Assists with the bereavement support, answers questions, and provide care to both donor and non-donor families as applicable.
• Completes calls during the donation process (daily update call, post OR call) when the onsite Clinical Coordinator requests assistance or when appropriate.

QUALIFICATIONS

• Possess knowledge of medical and legal principles of authorization, donor evaluation, and management.
• Has ability to communicate and present information effectively and concisely within a team environment. Has ability to work productively both independently, and as a team participant with accountability to all other team members.
• Proactive team player who must uphold the core values of the organization which include passion, integrity, and teamwork.
• Has strong conflict management skills as well as excellent written, and verbal communication skills.
• Multi-lingual skills are beneficial. The most common languages spoken are Spanish, Mandarin, Cantonese, and Vietnamese.
• Compassionate, conscientious, and ethical, and must possess strong interpersonal skills which will allow her/him to deal effectively with conflict resolution, donor families in crisis, individuals or groups, and a variety of medical professionals.
• Able to work productively both independently, and as a team participant with accountability to all other team members for meeting agreed upon objectives.
• Maintain strong organizational skills that will allow him/her to assess changing environments establish appropriate priorities, handle highly stressful situations in a calm, mature manner, using sufficient judgment and discretion at all times.
• This individual must also provide accurate assessments of job performance and recommend changes in policies, procedures, strategies and action plans.
• Thrives in a fast-paced dynamic environment and adjusts to new priorities as required.

EDUCATION AND EXPERIENCE

• A degree in biological sciences or social sciences or an equivalent degree/diploma/certification as a Counselor or allied health field or one year equivalent Organ Procurement Organization (OPO)experience.
• At least 2 years’ of experience in working with families, counseling, bereavement, and/or crisis intervention preferred.

Provided compensation data is subject to change based on location and work status. Salary data provided by third party sites do not accurately reflect our pay structure.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Administrative, Quality Assurance, and Consulting

• Industries

  Hospitals and Health Care

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