Family Services Coordinator

Arora   Fayetteville, AR   Full-time     Health Care Provider
Posted on January 12, 2023
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Department:      Family Services/Family Services

Reports To:        Manager of Family Services Coordinators

FLSA Status:       Non-Exempt      

Direct Report:  None

Safety Sensitive Position             

OSHA Risk Category:      1


COVID Vaccination Mandatory

ARORA has implemented a mandatory vaccination policy effective September 7, 2021 requiring COVID‐19 vaccination(s) for all employees. In accordance with ARORA's duty to provide and maintain a workplace that is free of known hazards, we are adopting this policy to safeguard the health of our employees and their families, our customers and visitors, and the community at large from infectious diseases that may be reduced by vaccinations. In making this decision, we have reviewed recommendations from Centers for Disease Control and Prevention, and legal counsel.


Job Summary/Scope

Family Services Coordinator (FSC) will provide support to families of potential donors in a manner that is sensitive, respectful and informative. The role of the Family Services Coordinator is to evaluate and facilitate each Authorizing Person’s or Legally Appropriate Person’s (AP or LAP) understanding of brain death and Donation After Circulatory Death Determination (DCDD); provide emotional support to potential donor families; and assist with projects aimed at enhancing and increasing authorization rates for organ and tissue donation.  This position is directly responsible for facilitating a conversation with families of potential organ and tissue donors and creating an environment in which these families can openly and comfortably discuss and consider organ, tissue, and eye donation.  FSC determines suitability of patient while taking Referral Call.  In addition, FSCs will assist with Aftercare programs and projects that provide support to donor families.


Family Service Coordinators are critical to the mission of ARORA.  This position is dedicated to achieving the primary objectives of (1) maximizing organ, tissue, and eye donation (2) providing the utmost care and support to potential donor families and (3) fostering a learning atmosphere through education and communication of donation information. 


Essential Functions

  1. Responds to referrals, rounding, case activity, etc. at designated or directed location.
  2. Responsible for clear communication with hospital staff and physicians so that they have a clear understanding of the needs of the potential donor, the donor family, and ARORA.
  3. Responsible for evaluating and facilitating an AP or LAP’s understanding of brain death and DCDD.
  4. Responsible for requesting organ/tissue donation from the Legally Appropriate Person and conducting the Donor Assessment Interview (DAI).
  5. When the donor has registered their intent to be an organ, tissue and eye donor through a state’s organ donation registry, the FSC will sensitively guide the LAP and their family through that process, upholding the individual’s decision to be a donor.
  6. Works in collaboration with ARORA staff and hospital personnel during referral and case activity to ensure environment is optimum for maximizing donation potential.
    1. When on site evaluating a referral or working with an AP or LAP, the Family Services Coordinator will assist hospital staff to maximize organ, tissue and eye donation through education about Best Practices, Clinical Triggers, etc.
    2. Identifies, documents, and seeks solutions to issues than may hinder organ, tissue, and eye donation.
    3. Develops and maintains effective working relationships with key hospital staff.
    4. Facilitates ongoing communication with the health care team leading up to a donation conversation with the AP or LAP.
  7. Provides appropriate physical and emotional support to potential donor families.
  8. Ensures that potential AP or LAP and their family has information available to them in order to make an informed decision about organ and tissue donation.
  9. Completes all forms associated with an authorized donor, for example:
    1. Anatomical Gift Authorization: Organ, Tissue & Eye
    2. Donation Donor Assessment Interview (DAI)
    3. Supplemental Donation Information to the Anatomical Gift Authorization: Organ, Tissue & Eye Donation
  10. Enters data into ARORA’s Electronic Donor Record database.


Secondary Functions

  1. Preforms Referral Call to screen and assess the suitability of potential donor status and communicates appropriate information to the Administrator-on-Call, Organ Recovery Coordinator, Director of Clinical Services, and/or Medical Director.
  2. Responds appropriately to potential organ donor referrals.
    1. Utilizes knowledge of brain death criteria to analyze suitability of a patient’s donor status
    2. Determines next appropriate action: such as, assigns when to dispatch ARORA staff who be most appropriate to respond on-site to the referral, has the authority to rule patient out as a potential donor based on medical criteria of the patient.
  3. Secures release from the County Coroner or the Medical Examiner for organ and tissue donation when required.
  4. Transports Organ Recovery staff from the airport to the donor hospital.
  5. Transports serologies and tissue typing specimens to designated contracted laboratories as needed.
  6. Verifies ABO in UNET.
  7. Attends and assists with After Action Reviews for donor cases.
  8. Functions as an expert resource within the hospital for donation.
  9. Maintains high visibility within the hospital by conducting rounds in designated areas.
  10. Assists with training and educational programs on all aspects of the donation process for hospital staff when requested by Donation Development.


Organizational Exceptions

  1. Maintains regular and punctual attendance at assigned work location.
    1. Accurately document timekeeping records.
  2. Completes and maintains appropriate documentation in a timely and thorough manner including activities. Examples include: training documentation, mileage, expenses, electronic schedule of ARORA events, and other forms.
    1. Proofs work for accuracy and completeness.
  3. Exhibits and models ARORA’s conduct standards, mission, and organizational clarity (core purpose, core values, business definition, and strategic anchors) in all job functions and interactions both internal and external to ARORA.
    1. Utilize the ARORA strategic anchors: Creating a Culture of Donation, Financially Sound and Quality during work activities and in the decision making process.
  4. Attendance at staff meetings, training programs, and/or in-services meetings, as required.
  5. Demonstrates professional appearance, behavior and standards in all business dealings and interactions.
  6. Demonstrates professional conduct and behavior reflective of ARORA’s respect, honor, admiration and reverence for the donor and donor family.
  7. Fosters effective relationships with client representatives.
  8. With the approval of division Director, serves on national committees.
  9. Performs other duties as assigned.


Potential Risk Factors:

  1. Risk Exposure to Blood/Body Fluids: While performing some essential functions of your position, you may be exposed to blood or body fluids.  Established procedures identify the appropriate personal protective measures that you should use when performing essential functions of your position.  The ARORA Safety program will provide you with the appropriate procedures and guidelines in which you should perform the essential duties of your job.  If you need additional training or resources, please see your supervisor or the ARORA Safety Officer.
  2. Repetitive Motion: While performing some essential functions of your position, you may be required to perform some functions repeatedly.  When such tasks are not performed properly, injury can result.
  3. Minimum Weight Lifting Requirement: While performing some essential functions of your position, you may be required to do some lifting, moving, pushing, or pulling.  When such tasks are not performed properly, injury can result.  Established procedures identify the precautions and/or equipment that should be used when performing this task.  Must have the ability to lift minimum weight of 20 lbs.
  4. Prolonged Sitting, Standing, and Bending: While performing some essential functions of your position, you may be required to sit, stand, or bend for an extended period of time.  When such tasks are not performed properly, injury can result.  Established procedures identify the precautions and/or equipment that should be used when performing this task.
  5. Competency Evaluation: Competency evaluations are required for this position.  Your supervisor will notify you when your evaluation is to be conducted.
  6. Training: You may need additional training to better understand the performance requirements of your essential job functions.  Training classes are available and can be requested and/or assigned.  Your attendance at such classes is mandatory.


Work Environment

  1. Works in various locations, including normal office environment, hospital, and other locations as essential and secondary functions necessitates.
  2. Required to carry a cellular telephone for business purposes.
  3. Frequent travel required by personal vehicle to fulfill the duties and responsibilities of the position.
  4. May require travel by commercial or chartered aircraft.
  5. Non-smoking office.
  6. Drug Free Workplace.


Work Hours

ARORA is a 24/7 operation and will require this position to work various shifts. Family Services Coordinators participates in a rotating call schedule and maintains an on-call schedule in 24-hour shifts.  This position must be available evenings, holidays, and weekends as required.


Minimum Job Requirements

  1. Bachelor’s Degree in the social sciences, e.g. social work, counseling, public health or psychology.
  2. Individuals with experience in other related fields such as hospice/bereavement, hospital chaplaincy or counseling may be considered.
  3. Maintain a valid driver’s license, reliable automobile, and proof of automobile insurance.
  4. Must maintain required vaccination and/or health screenings to minimize the potential for disease transmission.
  5. Consistent demonstration of attention to detail, precision, accuracy and customer satisfaction.
  6. Possess strong prioritization skills and the ability to effectively manage multiple projects and tasks.
  7. Excellent problem solving, conflict resolution and interpersonal skills (i.e. has the ability to make decisions based on situational circumstance, company policy and customer relations).
  8. Ability to utilize general office equipment, software, and must be proficient in Microsoft Office Suite.


Preferred Job Requirements

  1. Graduate degree in social sciences, caring profession, education e.g: Social Work – M.S.W., Counseling – Family Therapy, Pastoral Care – M.Div., or Education- M.Ed.
  2. Three to four years working in a hospital setting, or three to four years working as a Licensed Professional Counselor (LPC) or two to three years of OPO experience specifically in working with donor families.


Security Requirements

This position is responsible for acquiring and managing confidential records and ensuring that information is protected according to the recognized standards, regulations, and standards for maintaining patient records.


Fayetteville , AR