Manager, Family Services

Responsible for day-to-day oversight, mentoring, education, and evaluation of Family Services Team in collaboration with the Director, Family Services.  Serves as a donation authorization expert and maintains skills in order to participate in the authorization process as necessary.  Responsible for the coordination of ongoing training, growth, and development of staff.  Serve as a role model of MTN Behavioral Competencies being put into action.             

ESSENTIAL JOB FUNCTIONS

ADMINISTRATIVE

1. Guides designated Family Services staff toward accomplishment of MTN’s Mission and goals by providing oversight and guidance with scheduling, training and development, coaching and counseling.
   1. Directs work planning: approves call schedules, time accounting and vacation requests, ensuring compliance with established policies and procedures.
   2. Serves as a mentor to new staff by coordinating and/or participating in orientation and regular meetings/roundings to assess progress.
   3. Assess and guide performance of assigned staff through interactions with staff during individual case debriefings
2. Assists the Director, Family Services, with staff selection, performance reviews, salary and promotional recommendation and disciplinary action.
3. Participates in Authorization Administrator on Call (AAOC) schedule to ensure efficient operation of authorization activities
   1. Serves as a resource to the other AAOC’s as needed/requested
4. Provides ongoing staff training to ensure compliance with policies and staff development.
5. Maintains current knowledge in the field through participation in NATCO and AOPO.
6. Maintains professional relationships and rapport with MTN leadership and staff as well as with partners outside of the organization.
7. Actively and positively promotes the Mission and goals of MTN at all times.
8. Provides information and interactions with MTN leadership on issues surrounding authorization to maintain a high level of service and support.
9. Participates in research studies when appropriate, which enhance or improve the donation process.
10. Assists the Director, Family Services, Chief Clinical Officer, and the Quality Systems Department in collecting and analyzing data to assist in research and/or improvement activities.
11. Serves as an internal consultant in developing professional education programs to ensure accuracy and integrity of information; and consistency of content.
12. Works with the Director, Donation Services and Manager, Donation Services to design, evaluate and update training plans for the DSD tissue authorization process for donation coordinators and provide training/support for the DSD staff as needed/requested.
13. Participates on Strategic Planning teams to help fulfill MTN strategic planning goals.
14. Facilitates weekly Referral Meetings.

DONOR FAMILY/AUTHORIZATION

1. Remain available for 24-hour telephone support for organ Family Services staff.
2. Performs all responsibilities of a Family Services Coordinator (FSC).
3. Participates as an active member of the Family Services call schedule when necessary.
4. 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.
5. Regularly assesses and identifies opportunities for improvement in authorization processes and leads/coordinates improvement efforts
6. Coordinates and serves as lead for monthly FSC team meetings.
7. Tracks statistics for FSC authorization staff across MTN service area and reports to Quality Council.
8. Coordinates quarterly training in authorization practices in addition to customized training to meet the needs of the requestors or tissue by telephone and for the (organ) FSC team.
9. Responsible for development of annual training for authorization in conjunction with the Director, Family Services, Manager, Corporate Education and Development, and Director, Donation Services to incorporate all MTN operations responsible for obtaining authorization.

QUALIFICATIONS AND PHYSICAL DEMANDS

1. Undergraduate degree in biological or social sciences required; RN or other allied health certification desired, Master’s degree preferred
2. 5+ years experience as an FSC or a combination of experience and education providing equivalent knowledge required.
3. 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.
4. Detail oriented, organized, excellent tracking/reporting skills, effective written and verbal communication.
5. Strong organizational, problem analysis and decision-making skills.  Demonstrated ability to motivate peers and achieve cooperation.
6. Microsoft Office proficiency required.
7. Must maintain a valid driver’s license in accordance with MTN motor vehicle policy.  Must have reliable personal automobile transportation to be used with company reimbursement using IRS guidelines.  Must be able to travel within the service area by ground or air.
8. Ability to lift 50 pounds and transfer short distances.
9. Possess ability to operate telephones, computers and office equipment.
10. Ability to speak and communicate clearly in order to accurately convey information in person or by phone.
11. OSHA Category II – Occasional exposure to bloodborne pathogens while performing assigned job duties.  Bloodborne pathogens protection is required.
12. 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.