Director, Family Services

The Director, Family Services is responsible for MTN organ authorization and Donor Family Aftercare services. This role is also responsible for planning, developing, implementing, and evaluating key family services strategies and performance indicators tailored to obtaining donor authorization and providing excellent family support. Additionally, the Director, Family Services serves as a donation authorization expert and maintains skills in order to participate in the authorization process as necessary.                                                 

ESSENTIAL JOB FUNCTIONS

ADMINISTRATIVE

1. Charged with driving growth and success as it relates to Family Services (FS) and Donor Family Aftercare, with a focus on monitoring departmental data and authorization trends to assess opportunities for improvement and ongoing departmental needs.
2. Guides Family Services staff towards accomplishment of MTN’s mission and goals; including training and development, coaching and counseling.
3. Participates in the recruitment, employee selection, scheduling, performance appraisal and recognition, promotional and disciplinary actions in accordance with existing policies and procedures.
4. Provides direction of Donor Family Aftercare Services throughout the MTN service area to ensure appropriate donor family support; including donor recognition ceremonies, education, formal post donation follow up and on-going support.
5. Monitors Family Services annual budget and seeks opportunities to enhance donor family events while ensuring the costs/expenses remain within or below budget.
6. Directs donor family and professional communication via the Donor Communication Coordinators.
7. Collaborates with Donation Services and Organ Procurement leadership to provide ongoing staff training to ensure compliance with policies and standards.
8. Maintains current knowledge in the field, including regulatory standards, through participation in NATCO, the Alliance and AOPO.
9. Maintains professional relationships and rapport with MTN leadership and staff as well as with partners outside of the organization.
10. Actively and positively promotes MTN’s Mission and goals at all times.
11. Participates in research studies when appropriate, which enhance or improve the donation process.
12. Regularly monitors and identifies situations and data where processes need to be reviewed and revised, working collaboratively with the other leaders on performance improvement.
13. Ensures data accuracy with regards to MTN authorization rates and individual coordinator performance.
14. Serves as an active member of strategic committees, subcommittees, and other groups as appointed.
15. Ensures Ryan’s Family Room is properly maintained and suitable for family visitation.
16. Assists with notifying Donor Family Coordinators and/or FSCs of donor family visitation to the DCU.
17. Participates as an Authorization Administrator on Call.
18. Conducts annual review of all Family Services SOPs and forms, making necessary revisions as needed.

DONOR FAMILY/AUTHORIZATION

1. Provides oversight to the Manager, Family Services and collaborates to support to the Director, Wichita Operations and Director, Columbia Operations for FS functions.
2. Remains available for 24-hour telephone support for organ Family Services staff.
3. Experienced in fulfilling all duties and responsibilities of a Family Services Coordinator (FSC).
4. Remains available to respond on site to meet staffing needs for referrals/authorizations, FPA oppositions, donor family care ie: honor walks when necessary.
5. In conjunction with the Manager, Family Services, oversees all aspects of the authorization process including assessment of family dynamics, interaction with hospital healthcare team, approach for donation and appropriate documentation of authorization.
6. Oversees and offers guidance in FS Department Performance Improvement Projects.
7. In coordination with Corporate Education, Authorization Educator and Manager, Family Services, strategizes, plans and implements training in authorization practices through Authorization  and  Simulation Trainings.
8. Implements performance improvement plans and initiatives when needed for the department and individual performance monitoring.

QUALIFICATIONS AND PHYSICAL DEMANDS

1. Undergraduate degree in biological or social sciences; RN or other allied health certification desired, Master’s degree preferred.
2. 5+ years experience as a FSC or a combination of experience and education providing equivalent knowledge required.
3. Three years supervision of professional staff required.
4. Ability to work a minimum of 40 hours per week and participate in 24-hour call.  Required to work for extended periods of time with few breaks.
5. Detail oriented, organized, excellent tracking/reporting skills, effective written and verbal communication.
6. Strong organizational, problem analysis and decision-making skills.  Demonstrated ability to motivate peers and achieve cooperation.
7. Microsoft Office proficiency required.
8. Must maintain a valid driver’s license in accordance with MTN motor vehicle policy.  Must have reliable transportation to be used with company reimbursement using IRS guidelines.  Must be able to travel within the service area by ground or air.
9. Ability to lift 50 pounds and transfer short distances.
10. Possess ability to operate telephones, computers and office equipment.
11. Ability to speak and communicate clearly in order to accurately convey information in person or by phone.
12. OSHA Category III – No exposure to bloodborne pathogens while performing assigned job duties.
13. Home internet and wireless phone access may be required.

MTN BEHAVIORAL COMPETENCIES

Belonging: Intentionally connects with colleagues by embracing differences and finding commonalities to create a workplace where all employees feel safe and genuine at work. Models the philosophy that lived experiences make individuals unique by respecting and seeking to understand beliefs, values and opinions that are new or different from their own. Represents through actions and influence, the idea that diverse perspectives make MTN stronger as we serve our mission.

Respect: Builds a positive and supportive foundation inviting open, honest, and clear communication. Fosters a sensitive, supportive, and trustworthy environment, which promotes active listening and strengthens rapport throughout all interactions. Cultivates teamwork through acceptance and inclusion by valuing differences and empowering strengths.

Excellence: Demonstrates excellence by going above and beyond, while maintaining compassion and humility in all interactions. Demonstrates a high rate of achievement and success for the organization through proactive objectives centered on the overall mission and vision. Consistently models a positive attitude, a willingness to help others, and a dedication to improvement. Takes full responsibility for their role and challenges themselves to find workable solutions.

Accountability: Demonstrates the highest ethical standards, by honoring commitments to each other and professional partners. Executes all interactions through honesty and transparency. Demonstrates responsibility and integrity through ownership of the mission. Utilizes resources appropriately.

Leadership: Empowers, mentors and encourages all staff, while displaying a high-level of professionalism. Demonstrates ability to cultivate teams and relationships through open lines of communication, honesty and respect. Handles challenges with compassion by developing trust through respectful feedback and support. Acts as a resource by providing the tools, which enable others to reach their highest potential.

It is the policy of Midwest Transplant Network (MTN) to provide equal opportunity in employment to all employees and applicants for employment.  No person will be discriminated against in employment because of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, ethnic origin, age, genetic information, disability, protected veteran status, arrest record, or any characteristic protected by applicable federal, state or local laws.  In addition, the organization complies with applicable state and local laws governing non-discrimination in employment in every location in which the organization has facilities.  This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training, employee activities and general treatment during employment

MTN is committed to complying with state and federal disability laws and makes reasonable accommodations when requested by a qualified applicant or employee with a disability to enable the applicant or employee to be considered for the position they desire, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation would impose an undue hardship on the operation of MTN’s mission.