Family Services Coordinator

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.

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.

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.

• 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,…