Director of Family Services

POSITION SUMMARY

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

DEPARTMENT: Family Services: Performance Monitoring; Accountability to Results

• Directs activities in conjunction with the Manager of Family Services that monitor the effectiveness of the Family Services program in order to maintain consistent high standards of the organization in order to meet desired targets for authorization rates, and to ensure excellent services are provided to donor families.
• Develops measurable numerical goals and monitors progress towards those goals in obtaining donor authorization and providing excellent family support.
• Provides regular feedback to staff through dashboard metrics associated with performance, along with other communication vehicles to provide feedback and course corrections for areas of opportunity.
• Reviews data pertaining to authorization rates for organ and tissue donation and makes recommendations for system improvements when necessary; data pertaining to individual and organizational authorization rates will be analyzed and reported to the VP of Hospital Development and Family Services.
• Collaborates with other departments at DNW to maximize donor authorizations.

Staff Training

• Assesses training needs of Family Services Staff in collaboration with the Family Educator and provides subject matter expertise for the development of training materials.  Actively monitors the field training program to ensure utilization of best practices and dual advocacy models.
• Bases training recommendations on science/research associated with positive donation outcomes in authorization rates and family satisfaction.
• Ensures the training materials, manuals and methods are based on a cohesive, coherent set of principles associated with best practices/dual advocacy and the science/research supporting dual advocacy.
• Collaborates with DNWest leadership to ensure consistency in DNWest’s messaging of the donation conversation with donor families and donor hospitals.

Regulatory / Quality

• Implements and maintains compliance with CMS, AOPO and other regulatory or accrediting bodies.
• Conducts periodic chart reviews for quality. Reviews data pertaining to donor family interactions. 

Operational

• Manages staff, which includes but is not limited to recruitment, scheduling, development, coaching, performance management, rewarding and recognition, salary administration and disciplinary actions.
• Supports call schedule as needed and or requested by VP of Hospital Development and Family Services.
• Engages in the development, implementation and updates of policies and procedure as they relate to the authorization and donation process.
• Other duties as assigned.

DEPARTMENT: Donor Family Aftercare: Performance Monitoring; Accountability to Results

• Directs activities in conjunction with the Manager of Donor Family Aftercare that:
• Monitor the effectiveness of family after care in order to maintain consistently high standards of the organization.
• Provide excellent service to donor families and transplant recipients.
• Provide feedback for process improvement to staff and management and takes appropriate steps to improve staff performance.
• Develops measurable numerical goals and monitors progress towards those goals in the area of family satisfaction with the donation process.
• Provides regular feedback to staff through dashboard metrics associated with performance, along with other communication vehicles to provide feedback and course corrections for areas of opportunity.
• Reviews data pertaining to family experience with the donation process and makes recommendations for system improvements when necessary. 
• Analyzes data and reports to the VP of Hospital Development and Family Services.

Operational / Other

• Reviews family after care processes with staff. Identifies successful areas; develops action plans to address areas that can be improved. Ensures that appropriate follow-up with staff occurs in regards to concerns raised during family follow up.
• Engages in the development, implementation and updates of DNWest’s policies and procedures as they relate to the aftercare process.
• Encourages the involvement of Donor Family Advocates (DFA) in public education and outreach.
• Supports the DNWest’s donor family ceremonies with the Marketing and Communication department.
• Supports DNWest’s staff involved in particularly difficult family situations.
• Attends staff meetings and provides in-services and updates to staff regarding the process of donor family follow-up as well as issues relating to working with families on-site.
• Collaborates with other departments at DNW to maximize family experience with donation during both the acute donation event as well as following the event,- maximizing family experience with donation and as well, Donor Network West as an organization in its performance of mission.
• Other duties as assigned.

Staff Training

• Assists donation services in identifying family needs and staff education needs related to the family after care process.

Legal / Regulatory / Risk Management

• Activates the occurrence reporting system and follows up with reported occurrences as necessary.
• Participates in referral/donor process reviews where family interactions are impacted.
• Understands legal and risk management issues related to the authorization process.
• Triages legal and risk management issues, consults with the donation services management and the Vice President of Hospital Development & Family Services and/or the Chief Executive Officer.

QUALIFICATIONS

• Knowledge of the donation process.
• Demonstrated ability to:
• Develop measurable numerical goals and monitor progress towards those goals in obtaining donor authorization and providing excellent family support.
• Provide regular feedback to staff through dashboard metrics associated with performance.
• Demonstrated ability to:
• Communicate and present information effectively within a team environment
• Build and maintain positive relations with key stakeholder staff outside of DNWest;
• Represent DNWest effectively in client situations and to the general public.
• Exhibits superior independent assessment skills of family and group dynamics along with knowledge and judgment of appropriate interventions.
• Detail oriented, organized, excellent tracking/reporting skills, effective written and verbal communication.
• Strong organizational, problem analysis and decision-making skills. Demonstrated ability to motivate peers and achieve cooperation.

EDUCATION AND EXPERIENCE

• Undergraduate degree in behavioral, social sciences or other health related fields; or equivalent work experience. Master’s degree preferred.
• OPO experience preferred.
• A minimum of five years prior management experience – with at least three years in a health related field.  Must have proven leadership, excellent management and communication skills and the proven ability to coach and mentor.
• Supervisor/Management experience required.
• Minimum 2 years’ experience working with bereaved families during crisis or in any other professional counseling capacity.