Family Services Coordinator

Texas Organ Sharing Alliance; Austin (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Texas Organ Sharing Alliance seeks a Family Services Coordinator to support families during loss and coordinate the initial stages of organ donation in collaboration with Organ Recovery Coordinators. The role emphasizes empathy, professionalism, and cross‑department teamwork with education and quality program responsibilities.

The FSC will join a team serving Central and South Texans, with on‑call duties, occasional travel, and strict confidentiality protocols to protect donor information and

Qualifications

• Bachelor’s degree in nursing, life sciences, social work, communications, or related fields preferred.
• Minimum 2 years experience in an organ procurement organization (OPO) or donation agency preferred.
• Spanish speaking required.
• Valid driver’s license and proof of automobile insurance.
• Physical ability to lift at least 50 lbs.

Responsibilities

• Respond to donor referrals and assess family needs under the Administrator on call.
• Maintain communication with Administrator on call and Family Services Supervisor.
• Collaborate with physicians and health care teams to relay patient information and family understanding.
• Promote organ and tissue donation and obtain authorization from donor families.
• Educate hospital staff to facilitate the donation process and improve authorization rates.
• Maintain confidentiality and professional conduct in all donor-related activities.

Skills

Teamwork

Communication

Analytical thinking

Organizational skills

Education

Bachelor's degree (nursing / life sciences / social work / communications)

Job description

Job Details

Job Location: Northern Region – Austin, TX 78731

Texas Organ Sharing Alliance (TOSA), founded in 1975, is one of 57 federally designated Organ Procurement Organizations (OPOs) in the United States. TOSA is committed to a mission of saving lives through the power of organ donation by providing organ donation and recovery services to Central and South Texans wishing to donate, and to those waiting for a life‑saving organ transplant. Recognized as a Top Employer, TOSA has staff members in Austin, San Antonio, and McAllen.

JOB SUMMARY

The Family Services Coordinator supports the mission, goals, and strategic plan of Texas Organ Sharing Alliance by serving families in their time of grief, facilitating authorization for donation, and coordinating the initial phases of the organ donation process in conjunction with the Organ Recovery Coordinators. Professionalism, empathy, and compassion are the foundational values for this role. This role includes collaboration with the administration, physicians, nursing staff, and other key departments in the development and implementation of educational and quality programs related to donation.

WORK SCHEDULE

The Family Services Coordinator (FSC) is a full‑time exempt position that shares 24‑hour on‑call responsibilities on a rotating schedule, which will include weekends and evenings. Normal office hours are 8 a.m. to 5 p.m., Monday through Friday. The position may require occasional overnight travel or travel by company or personal automobile or commercial aircraft. The incumbent will have access to confidential material and must use discretion with this information, strictly adhering to the Texas Organ Sharing Alliance confidentiality policy. This position requires installation and use of a company‑approved location‑tracking application during work‑related travel and while performing duties at off‑site locations.

ESSENTIAL FUNCTIONS AND DUTIES

• Respond to organ donor referrals by traveling to donor hospitals to assess needs of potential organ donor families under the direction of the Administrator on call.
• Maintain ongoing communication with the Administrator on call and Family Services Supervisor.
• Communicate with physicians and other health care team members to obtain information about the patient’s hospital course and the family’s understanding of the patient’s condition.
• Work with health care team members to increase authorization rates of organ and tissue donation by offering therapeutic interactions and interventions to families of potential donors.
• Develop thorough working knowledge of the political and internal structures within hospitals and use this knowledge to improve the organ and tissue donation process.
• Serve as an expert and spokesperson on family support and offer the opportunity of organ and tissue donation to potential donor families.
• Establish and maintain effective working relationships with hospital and medical staff.
• Work with on‑call and patient care team to establish appropriate communications relating to end‑of‑life care and decisions (huddle process).
• Determine the optimal time to approach each family and offer the opportunity of organ and tissue donation.
• Offer potential donor families the donation opportunity and obtain authorization and past/current medical and behavioral histories.
• Document complete, accurate, and timely information of referral and donor‑related activities in the confidential donor record, forms, and database according to established policies and procedures.
• Support donor families through the donation process with both on‑site presence and phone support.
• Display a caring and courteous attitude at all times, represent TOSA in a positive manner, and demonstrate regard for the dignity and respect of all patients, donor families, and other agencies.
• Maintain the confidentiality of information related to patients, donor families, and other agencies.
• Maintain proper attitude, attendance, and punctuality to ensure that TOSA operates efficiently and effectively.
• Promote and participate in a team approach with other staff members to achieve TOSA goals.
• Educate and collaborate with hospital staff to facilitate the organ and tissue donation process.
• Work with Hospital Development to provide formal and informal in‑service educational programs with hospital personnel to increase donor awareness, facilitate a smooth organ and tissue donation process, and decrease the number of hospital‑related issues.
• Follow up with the designated hospital services coordinator in a timely manner on occurrences impacting the donation process in the respective hospitals.
• Develop and maintain current knowledge of procurement and transplantation.
• Attend all relevant TOSA meetings.
• Provide assistance and services to other organizational departments within TOSA as needed and as appropriate.
• Seek opportunities for professional growth.
• Perform other duties as assigned.

QUALIFICATIONS

• Minimum of three to four years prior relevant work experience and a Bachelor’s degree in nursing, life sciences, social work, communications, or related fields preferred.
• Minimum two years experience in an organ procurement organization (OPO) or other donation agency preferred.
• Demonstrated strong working knowledge of the hospital critical‑care environment.
• Demonstrated teamwork, clinical, analytical, organizational, and communication skills in a high‑stress environment.
• Ability to work diplomatically while accomplishing organizational objectives with diverse cultural and socioeconomic groups and individuals.
• Spanish speaking required.
• Working knowledge of standard office equipment (computer, fax, copier).
• Valid driver’s license and proof of automobile insurance.
• Possession of a reliable personal automobile.
• Physical ability to lift at least 50 lbs.
• Commitment to maintaining confidentiality regarding all donor information.