Supervisor of Family Services

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 Supervisor of Family Services (SFS) works collaboratively with the Manager of Family Services (MFS) and assists other operations management team members, to ensure consistency of message and excellence in family care for organ and tissue donor families. This role is responsible for assisting in the planning, development, implementation, and evaluation of strategies in the areas of referral management and Family Services. The SFS will champion the philosophy of dual advocacy and be committed to learning and incorporating best practices and will have the ability to innovate and articulate an effective model of family care. This SFS also serves as a resource to DNWest staff and the larger transplant community to enhance sensitivity and effectiveness of the procurement process incorporating the unique perspective and experience of donor families to increase awareness of organ and tissue donation.

Essential Job Duties And Responsibilities

Referral Process Coordination Responsibilities:

• Performs and works with other departments (regional teams, operations center, etc.) to ensure timeliness and appropriate response to referrals.
• Ensures staff follows referral communications pathway to manage all open referrals, including daily follow-up and optimize referral outcomes.
• Participates in referral review process to identify performance improvement opportunities.
  
  

Staff Management And Development Responsibilities

• Supervises assigned staff toward accomplishment of DNWest’s mission including recruitment and selection, scheduling, training and development, counseling and coaching, appraisal and recognition, and recommending salary, promotional, and disciplinary actions in accord with team Performance Expectations and existing organizational policies and procedures.
• Provides onsite observation, guidance, and coaching to assigned staff.
• Ensures adequate staffing levels to promote high and efficient performance by managing scheduling and time off requests or needs.
• Responsible for the accurate and timely submittal of staff time reports.
• Achieves strategic initiatives through employees by communicating job expectations, planning, monitoring, and appraising performance. Provides accurate feedback and recognition on a timely basis.
• Foresees challenges, is proactive and uses sound judgment and best practices when solving problems and making decisions.
• Builds meaning and purpose for the team by demonstrating the vision, mission, and values of DNWest.
• Conducts work professionally and collaboratively and provides excellent customer service.
• Positively adapts to change, supports new initiatives, and is creative/innovative.
• Demonstrates emotional intelligence by having respectful interactions that bring about productive communication.
• Ensures a safe, secure, legal, and professional work environment and administers consistent corrective measures or performance improvement plans when appropriate.
• Adheres to DNWest’s policies, code of conduct, and leads by example.
  
  

General Responsibilities

• Ensures that DNWest provides excellent family care before, during, and after the donation discussion and that organizational and regulatory policies and procedures are followed.
• Assists with activities that monitor the effectiveness of the Family Services program in order to maintain consistent high standards of the organization, to ensure excellent services to donor families and meet desired targets for authorization rates.
• Collaborates with MFS and other team leadership roles to ensure consistency in DNWest’s messaging of the donation conversation with donor families and donor hospitals.
• Collaborates with the MFS in reviews of data pertaining to authorization rates for organ and tissue donation and makes recommendations for system improvements when necessary; data pertaining to individuals and organizational authorization rate will be analyzed for further leadership review.
• Maintains accurate and up to date authorization statistics for assigned Family Resource Coordinators and data on Family Services Coordinator activities, reviewing donor activity to ensure adherence to DNWest’s quality of practice and level of service. Conducts periodic chart reviews for quality. Reviews data pertaining to donor family interactions.
• Ensures that concise, accurate records are maintained regarding all family communications.
• Engages in the development, implementation, and updates of policies and procedure as they relate to the authorization and donation process.
• Supports call schedule as needed and/or requested by MFS.
• Ensures compliance with established quality assurance standards as well as local, state, and federal regulations relating to organ procurement to demonstrate commitment to quality.
• Participates in strategic planning with the MFS.
• Other Duties as assigned
  
  

Qualifications

• Must have the ability to speak clearly in order to accurately convey information either in person or by telephone to staff, donor families, and external stakeholders.
• Possess strong interpersonal skills, which allow for effectively dealing with individuals and/or groups of individuals.
• Knowledge of the donation process.
• Must exhibit ability to provide oversight and assess the daily needs of the donation process.
• Displays good judgement and critical thinking skills.
• Excellent written and verbal skills.
• Proven leadership, communication, and staff supervisory skills.
• Proven ability to coach.
  
  

Education And Experience

• Bachelor’s degree required with preferred course work in behavioral sciences, social sciences or other health related fields, or equivalent work experience. Master’s degree preferred.
• A minimum of five years’ experience working in an organ and tissue procurement organization or at least three years of experience in working with the bereaved or crisis intervention. Previous experience in the capacity of a Family Resource Coordinator preferred.
• Must have ability to travel within the DNWest’s service area by car. Must maintain a valid driver’s license and current vehicle insurance based on applicable state minimum insurance coverage standards.
  
  

$117,260 - $144,371 a year

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.