Family Care Coordinator

Family Care Coordinator

The Family Care Coordinator role is responsible for compassionately supporting potential donor families, ensuring they receive clear and accurate information as a dual advocate regarding donation. This role collaborates with families, healthcare professionals, external donation partners, and the organ procurement teams to facilitate the donation process in support of optimal outcomes.

Communication

• Provides compassionate, emotionally supportive communication to families experiencing end-of-life situations, primarily in the ICU setting. Clearly and respectfully explains the donation process, addresses questions and concerns, and provides bereavement resources while honoring cultural, religious, and personal values.
• Utilizes active listening skills and responds professionally and empathetically to verbal and nonverbal cues. Adapts communication style to meet the needs of diverse audiences and simplifies complex medical, clinical, and procedural information as appropriate.
• Maintains ongoing communication with donor families following authorization through case completion, including assisting with Honor Walk planning and execution and supporting the transition to comfort care following donation after circulatory death (DCD) in the operating room setting.
• Educates and guides hospital staff regarding the referral and donation process and serves as a resource for donation-related questions.
• Collaborates effectively with physicians, nurses, chaplains, social workers, and other hospital personnel to coordinate care, assess family readiness, and facilitate appropriate and compassionate family interactions.
• Communicates pertinent clinical information, donor registry status, and other relevant case information accurately and timely to internal STA teams and appropriate hospital partners.
• Demonstrates dual advocacy by balancing the needs and wishes of donor families and hospital partners with STA's mission of organ and tissue donation.

Time Management

• Participates in a rotating shift and on-call schedule with other Family Services team members and maintains flexibility to support organizational and case needs.
• Responds promptly to donor referrals both on-site and via telephone or electronic communication and prioritizes responsibilities based on case urgency and operational needs.
• Maintains availability to work in person at the STA office, partner hospitals, or remotely through telephone or electronic communication, as necessary to fulfill the responsibilities of the role.
• Effectively manages multiple case responsibilities, family interactions, hospital partner needs, and required documentation while maintaining timely follow-through.
• Attends and completes all mandatory training sessions and required competency activities within established time frames.
• Upon achieving Independent Practice status, serves as a preceptor and mentor for new staff while effectively balancing training responsibilities with assigned workload.

Attention to Detail

• Collects, reviews, and accurately relays pertinent clinical information from healthcare providers to support the evaluation and ongoing monitoring of donation candidacy.
• Maintains complete, accurate, and timely documentation of family communications, authorization discussions, clinical information, and other case-related interactions in accordance with STA policies, procedures, and applicable regulatory requirements.
• Accurately communicates donor registry status and essential clinical information to internal STA teams and hospital partners.
• Ensures authorization discussions, family support activities, and case documentation are completed in accordance with established STA procedures and regulatory standards.
• Consist…