Director Family Engagement Services

Director, Family Engagement Services

Ready for a Life-Changing Career? Join LiveOnNY and Make a Lasting Impact

LiveOnNY is a federally designated organ procurement organization (OPO) dedicated to honoring, saving, and transforming lives through organ and tissue donation. As a member of our team, you'll be part of a mission-driven nonprofit organization working alongside more than 100 hospitals to support organ and tissue donors and their families—helping to bring the gift of life to those on the national transplant waitlist.

Serving a vibrant and diverse population of 13 million across New York City and the counties of Nassau, Suffolk, Westchester, Orange, Putnam, Dutchess, and Rockland, LiveOnNY is proud to be one of the highest-performing OPOs in the country. Over the past three years, we've seen a 70% increase in organ donation—driven by the compassion and generosity of New Yorkers.

Explore a career where your work truly matters. At LiveOnNY, you'll grow professionally while helping others live on.

• Directs Family Engagement Services in alignment with operational compliance requirements and LiveOnNY policy.
• Provides direct supervision, coaching, performance management, and corrective action for assigned staff.
• Directs staffing models, scheduling, coverage, and deployment of Family Engagement resources.
• Manages departmental resources, including assigned budgets and staffing allocations.
• Directs training, SOP adherence, documentation quality, and audit readiness.
• Serves as an escalation authority for complex cases.
• Works within established guidelines, exercising independence while adhering to defined regulatory, ethical, and organizational requirements.
• Responds on-site to donor hospitals, including but not limited to intensive care units and emergency departments, to provide compassionate support and advocacy to potential donor families on a 24/7 basis as assigned.
• Follows and directs standardized processes, creating and using SOPs and regulatory guidance as the primary framework for processes and practice.
• Performs self-directed work and directs personnel within a structured environment, maintaining accountability to mission, regulations and leadership.
• Adheres to SOPs to ensure consistent, high-quality output in their own work, personnel and to support quality assurance across peer practice.
• Initiates and leads sensitive mostly in-person, and when directed, telephonic conversations with next-of-kin (NYS AGA) regarding organ and tissue donation, often in high-pressure and emotionally charged situations.
• Independently manages routine and complex family engagement interactions, including elevated emotional situations, potential conflict, and cultural or religious considerations.
• Provides guidance, direction, education, and advocacy for donation options while respecting grief, cultural, religious, and individual family dynamics.
• Applies advanced judgment in assessing personnel, family readiness, dynamics, and support needs.
• Serves as a leadership resource for Family Engagement staff and other LiveOnNY departments.
• Directs and facilitates communication and coordination between donor families, LiveOnNY, hospital medical care teams of physicians and nurses, and LiveOnNY clinical and operational teams to ensure a collaborative, coordinated donation process.
• Directs and participates in orientation, training, and skill development of Family Engagement Coordinators.
• Maintains accurate, timely, and complete documentation of material family interactions, decisions, and authorization outcomes in compliance with federal regulations, CMS requirements, and LiveOnNY policies.
• Works within established guidelines with leadership autonomy, exercising advanced judgment while adhering to regulatory and…