Director of Family Services

Description

Department
:
Family Services/Family Services

FLSA Status
:
Exempt

Reports To: Chief Executive Officer

Direct Reports: Manager of Family Services Coordinators, Manager of Donor Family Services

OSHA Risk Category: 1

Safety Sensitive Position

This position can be located at the Little Rock, AR or Memphis, TN location. Travel between offices will be expected.

The Director of Family Services is responsible for the oversight of the Family Services division, which is comprised of Family Services and Family Aftercare departments. This position has oversight of donor family activities related to approaching for authorization and aftercare follow-up. The Director of Family Services position develops strategic plans for improving donation rates and developing quality family supportive services, prepares annual Family Services budget, approves expenditures, performs personnel evaluations, serves on national, regional, and local committees or organizations as needed, trains Family Services staff and provides data, based reports on authorization rates and donor family activities.

This position serves as the liaison between SLL and donor families and addresses donor family complaints and concerns.

1. Responsible for the oversight of the Family Services staff.

a. Communicates job expectations, planning, monitoring, coaching, counseling and appraising job results.

b. Monitors and approves staff time records and overtime requests.

c. Monitors and approves overtime and ensures cost is within designated budget.

2. Follows and enforces systems including Standard Operating Procedures.

3. Collaborates with the Chief Executive Officer (CEO) to develop strategic goals to increase organ tissue and eye donation rates within SLL’s designated service area (DSA).

4. Assists the CEO in managing conflicts with SLL staff and hospital staff and/or donor families and SLL staff (for example First Person Authorization when the family opposes donation).

5. Supervises the Manager of Family Services Coordinators.

a. Develops training and continuing education opportunities for direct reports and their staff (includes SIM Lab training, Quarterly Meetings, and identifying appropriate conferences/workshops to attend).

b. Provides real time supervision and direction to Manager of FSCs and FSCs as needed for potential donors.

c. Provides on-going reviews and debriefings of cases (authorizations and declines).

d. Assists Manager in maintaining and interpreting monthly data related to authorization rates.

e. Based on data collected, identifies areas where training needs to focus and designs training methods in order to increase performance in facilitating donation conversations.

6. Collects and presents monthly, quarterly, and annual Family Resource Center data at the request of the CEO.

7. Continue to promote current programs and develop new programs that are a source of support for donor families.

8. Ability to practice with a high degree of autonomy in a self-directed manner, utilizing creative and critical thinking skills to problem solve and develop solutions to difficulties that may impede donation opportunities.

9. Collaborates with Communications and Donor Family Services departments to address donor family complaints and concerns, as appropriate.

10. Promotes and maintains an organizational culture which values the decisions and gifts from donors and their families.

11. Ensures that communication and relationships with donor families is professional, respectful and empowering.

12. Ability to practice with a high degree of autonomy in a self-directed manner, utilizing creative and critical thinking skills to problem solve and develop solutions.

13. Knowledgeable of all areas of the donation process, including brain death, DCD, the RAAGA, regulations regarding authorization, and maintains confidentiality of all patient specific information.

14. Supervises the Manager of Donor Family Services.

a. Assists the Manager in developing resources and programs which support donor families.

b. Assists the Manager in conducting periodic reviews/surveys of donor families regarding the donation experience and the support programs offered by SLL.

c. Provides direction in developing and promoting donor family support groups within the DSA.

d. Periodically reviews written correspondence and changes content as appropriate.

e. Ensures the practices and policies are in compliance the Association of Organ Procurement Organization (AOPO) guidelines for certification.

f. Works with QS Department to monitor accuracy of donation outcome follow up letters to donor families.

1. Oversee continuity of care and support is provided to our donor families from the beginning of the referral, and through the donation conversation process.

2. Directly manages conflict resolution between SLL coordinators and donor families.

3. Develop strong relationships with outside resources as a referral source for donor families.

4. Works in collaboration with the…