Family Support Liaison - FSL Boston

Company Description

Join our award-winning team and be part of an organization recognized as the Boston Business Journal's #3 Best Places to Work in 2025 and the Boston Globe's Top 100 Women-Led Businesses in Massachusetts from ! Our mission to save and heal lives through organ and tissue donation unites our employees and inspires our work every day.

New England Donor Services (NEDS) coordinates organ and tissue donation in Connecticut, Maine, Massachusetts, New Hampshire, Rhode Island, the eastern counties of Vermont and Bermuda. Responsible for one of the largest of the 55 Organ Procurement Organizations (OPOs) that make up the nation’s donation system, NEDS works with over 200 hospitals and serves nearly 15 million people in our region, screening nearly 55,000 potential donor referrals annually.

With nearly $150M in operating revenues, NEDS employs 399 clinical and non-clinical staff members throughout New England and across the country.

Our vision is to be a leader in the development and implementation of strategies to increase the life-saving and life-enhancing gifts of organ and tissue donation through effective relationships with our clinical partners, donor families and the communities we serve.

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.

• 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 an 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

• 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.
• Confidentiali…