Family Support Liaison FSL Boston

New England Donor Services; Boston (MA); On-site; USD 43,187 - 61,509; Full time

Benefits offered by this job

Generous paid time off

Health, dental, vision insurance

Life insurance 2x annual salary

Fertility benefits

Retirement plan with contributions

Tuition reimbursement

Employee assistance program

Pet insurance

Job summary

New England Donor Services (NEDS) seeks a Family Support Liaison to provide empathetic, on-site support to donor families across New England. You will collaborate with hospital teams, guide families through grief, and ensure accurate documentation in the EMR.

The role requires on-call shifts, travel within the Boston area, and alignment with NEDS mission and values. Bachelor’s degree preferred; healthcare background helps.

Qualifications

• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Outlook; EMR experience (Cerner, Epic, Meditech) preferred.
• Strong interpersonal, written and verbal communication; ability to think critically and solve problems.
• Excellent organization; ability to prioritize, manage competing deadlines, and handle confidential information with discretion.

Responsibilities

• Receive referrals on-site and collaborate with hospital care team; provide support to next-of-kin.
• Advocate for religious accommodation needs of donor families.
• Guide families through grief and loss during the donation process.
• Perform duties when no DCD support is scheduled as assigned by PFC or designee.
• Document all follow-up in the NEDS EMR and participate in required meetings and trainings.

Skills

Computer literacy

Interpersonal skills

Organization

Confidentiality

Education

Bachelor’s degree preferred

Chaplaincy/palliative care background preferred

Tools

Cerner EMR

Epic EMR

Meditech EMR

Job description

Job Description

The Family Support Liaison (FSL) is an empathetic, respectful, and skilled professional dedicated to the NEDS mission of saving and enhancing lives through organ and tissue donation. This position works under the direction of Sr. Director, Family Services. The FSL responds on-site throughout the donor service area to referrals, collaborates with hospital care team, and supports next-of-kin and extended family pre/during/post extubation in a manner that meets NEDS’ mission, vision, and values while best serving Donor Families.

FOCUS AREAS/ESSENTIAL JOB FUNCTIONS:

• Receives referrals from Primary Family Coordinator (PFC) or designee, arrives on-site to hospital and collaborates with hospital care team, provides support and guidance to next-of-kin throughout donation process.
• Assess and advocate for religious accommodation needs of Donor Families.
• Guiding Donor Families through the emotional process of grief and loss as family honors the gift of donation.
• During periods where no Donation After Cardiac Death (DCD) support is scheduled, FSL performs duties assigned by PFC or designee.
• Ability to work 16-hour on-call shifts.
• Documents all follow-up into NEDS electronic medical record.
• Participates in required meetings and training.
• Performs other duties as deemed necessary by Senior Director and/or Manager of Family Services.

The FSL will work (12) 16-hour on-call shifts per month from 8:00am - midnight. with weekend and holiday rotation.

Family Support Liaison - will live within a hour radius of Boston, MA area coverage and cover various portions of New England as needed.

Now hiring for our Fall 2026 New Hire Orientation class in Waltham, MA

Qualifications

Qualifications

• Computer & Application Literacy: Proficiency in Microsoft Office products (e.g., Word, Excel, PowerPoint) and Microsoft Outlook required. Experience with electronic medical records (e.g., Cerner, Epic, Meditech) preferred.
• Interpersonal and Communication Skills: strong interpersonal, written and verbal communication skills. Ability to critically think, problem solve, and work productively both independently and as a team participant with both NEDS staff members and hospital partners. Skilled in active listening and proven ability to handle sensitive and confidential information.
• Organization: Is able to successfully prioritize when faced with demands, requests and deadlines. Effectively handles competing priorities. Is able to distinguish between the crucial and trivial. Sees the big picture. Keeps situations in proper perspective.
• Confidentiality: Ability to handle highly confidential information in a professional manner. High level of judgment and discretion.

EDUCATION AND EXPERIENCE

• Bachelor’s degree preferred with experience and/or a combination of knowledge, education, training and/or equivalent background as an OPO Family Services and/ or Hospital Development Coordinator.
• Proven competence as determined by Sr. Director, Family Services and/or current supervisor.
• Chaplaincy, palliative care, hospice, social work background highly preferred.

CERTIFICATES, LICENSES, REGISTRATIONS

• BCC, ACC preferred.
• Required to travel by personal vehicle to meet the duties and responsibilities of this position. Must maintain the requirements of an “eligible driver” including being at least 21 years old, maintaining an acceptable Motor Vehicle Record (MVR) and required minimum personal automobile insurance per NEDS automobile policy.
• Travel and driving are required for this role, must have a valid drivers license.

What You’ll Be a Part Of:

You will be part of a team that supports the NEDS mission, to Save and Heal Lives, through the gift of Organ and Tissue Donation. As an NEDS employee, our benefits include:

• Generous paid time-off program
• Health, Dental, Vision, and Mental Health insurance coverage
• 2x Annual Salary Life Insurance
• Fertility Benefits
• Inclusive Healthcare Programs
• Flex Spending Account Options
• 403(b) Retirement Plan with Organizational Contributions
• Tuition Reimbursement
• Employee Assistance Program (EAP)
• Pet Insurance
• Working Advantage discounts Program.
• Personal career and skill development opportunities

You can also participate in Corporate sponsored events like the annual Blue & Green Walk, Community Volunteering opportunities, Organization-wide team-building outings, and more!

Additional Information

HIRING ALERT: NEDS continues to take precautions to protect our community, staff and partners from COVID-19. In order to be employed at NEDS, you must be vaccinated and boosted for COVID-19.

When you join New England Donor Services you can expect competitive salaries and a great benefit package. Benefits include a generous paid time off program, BCBS Health and Dental Insurance, Healthcare Reimbursement Account, 2x Annual Salary Life Insurance, Pet Insurance, Flexible Spending Account (FSA), Short-Term and Long-Term Disability Coverage, 403(b) Retirement Contribution, Tuition Reimbursement, Employee Assistance Program and Discounts through Working Advantage.

New England Donor Services is an equal opportunity employer and welcomes candidates from all backgrounds to apply to meet the needs of the communities we serve.

Hear from some of our employees at www.neds.org/careers

Compensation

$38-$38