Join Us in Transforming Lives Every Day
At OneLegacy, every moment counts. As the nation's largest organ, eye, and tissue recovery organization, we are dedicated to saving lives and sharing hope. Guided by our values of integrity, compassion, stewardship, diversity and inclusion, urgency, innovation and excellence, and collaboration, our team works tirelessly to honor every gift of donation. This is more than a job; it’s an opportunity to make a profound impact on countless lives.
Job Type: Full-time, Exempt
Work Hours: The workweek is normally considered to be 40 hours; however, greater emphasis is placed on meeting the responsibilities assigned to the position than on working a specified number of hours. Must be available evenings, holidays, and weekends as required.
Work Setting: In-person
Location: Azusa, CA.
Travel: Occasionally required to travel by personal auto or air to meeting sites and other locations. The SDFA will be required to travel both in and out of state by personal auto, rental car, or air in order to meet the duties and responsibilities of the position. This position is required to travel within the DSA.
Summary of Functions:
The SFSS is responsible for assisting Director, Family Support Services (DFSS), in the planning, developing, implementing, and evaluating the department staff in areas of donor family follow up and personnel management. This individual is responsible for assisting in ensuring that the Family Support Services staff always provides high quality service, so that communications with donor families are completed with sensitivity and in consideration of the needs of the donor family members.
As a member of the leadership team, the SFSS actively fosters an organizational culture that is based on collaboration, support, and constructive feedback and provides input as needed into policy development and other organizational decisions. This position requires a proactive team player who must uphold the mission and core values of the organization, which include passion, integrity, and teamwork.
Working with the Leadership team, the SFSS will champion OneLegacy’s philosophy; be knowledgeable about best practices across the nation; and have the ability to innovate and articulate an effective and coherent paradigm for family.
The SFSS will work collaboratively with DFSS and other leadership team members, to ensure consistency of message and excellence in family care for organ, eye, and tissue donor families. The SFSS must advocate strongly for the care of donor families as an essential aspect of achieving excellence and being true to the mission and culture of OneLegacy, while at the same time embrace the dual goals of departmental excellence and excellence in collaboration with other departments.
Duties & Responsibilities:
Essential Duties & Responsibilities
1. In collaboration with DFSS, directs activities that monitor the effectiveness of the Family Support Services program in order to maintain consistent high standards of the organization, to ensure excellent services to donor families.
2. Together with the DFSS plan, organize, and coordinate events for donor families (such as the Donor Remembrance Ceremonies, Run/Walk, Donor Family Float Decorating Days, Rose-Dedication Program, and Hospital-driven donor ceremonies and memorials) and facilitate donor family participation in events to honor their loved ones.
3. Provides and trains staff to effectively conduct telephone assessment, intervention, referrals and support to donor family members as needed.
4. Maintains accurate donor records and promotes this standard throughout the department.
5. Provides feedback to staff and management.
6. Takes appropriate steps to improve staff performance.
7. Reviews Family Support Services processes with staff; identifies successful areas; and develops action plans to address areas that need improvement.
8. Provides feedback from donor families and utilizes the information to improve OneLegacy processes and systems.
9. Ensures that appropriate follow-up with staff occurs regarding concerns raised during family follow up.
10. Ensures that quality follow-up care is provided to organ, eye, and tissue donor families; monitors and evaluates services provided and incorporates best practices on an ongoing basis.
11. In collaboration with DFSS, assesses training needs of Family Support Services staff and ensures implementation of needed training programs.
12. Consults with DFSS and other Leadership Team, as appropriate, about unusual occurrences, and risk management issues.
13. Understands and participates, as appropriate, in the development, implementation and updates of OneLegacy’s policies and procedures as they relate to the process.
14. Encourages the department staffs’ involvement in public education and outreach, and OneLegacy Foundation.
15. Collaborates with all departments throughout the organization to ensure the highest level of service to our donor families.
16. Provides support, assistance, and resources to the management team.
17. Provides guidance to OneLegacy staff on how to manage difficult situations with donor families, as requested.
18. Participates in OneLegacy and OneLegacy Foundation committees as needed.
19. Attends meetings at donor hospitals and transplant centers as needed.
20. Sets expectations for excellence in performance and accountability within the team and creates a safe and supportive environment for professional growth.
21. In collaboration with DFSS, participates in performance management reviews for the staff in the department.
22. In collaboration with DFSS, works with all other departments within Operations and OneLegacy Foundation to assure consistency of message regarding OneLegacy philosophy and services.
23. Performs other duties as assigned.
Staff Development
1. In collaboration with DFSS, assist in guiding staff toward accomplishment of OneLegacy’s mission including recruitment and selection, scheduling and job assignment, training and development, counseling and coaching, appraisal and recognition, and recommending salary, promotional, disciplinary actions in accord with existing policies and procedures.
2. Identifies and implements individual training needs for department staff.
3. Assures adequate staffing levels to promote high and efficient performance.
4. Participates in and evaluates the effectiveness of professional education activities.
5. Oversees the orientation of department staff to ensure training needs of individual staff are met.
6. Identifies individual training needs of staff that will enhance the care of donor families.
7. Oversees the orientation of department staff to ensure training needs of individual staff are met.
8. Identifies individual training needs of staff that will enhance the care of donor families.
9. Provides research/review articles following specific problems/situations and/or interventions to support or improve family follow-up.
10. Helps staff to identify and attain professional goals and objectives.
11. Promotes a team environment.
Administrative Responsibilities:
1. Works with Leadership team to attain OneLegacy’s strategic plan, organizational goals and performance metrics.
2. Maintains a safe environment and respects confidentiality at all times.
3. May be required to perform other duties as assigned.
Personal and Professional
1. Maintains professional competence in order to provide leadership and consultative services to staff, donor hospitals, transplant centers and OneLegacy Foundation.
2. Participates in strategic planning with the Leadership team and implements departmental strategic plans.
3. Maintains state of the art knowledge of grief counseling and family service policies through active membership in professional associations and attendance at workshops and seminars.
4. Takes a leadership role in staff education and training.
5. Defines personal and professional goals and develops a plan, with support from DFSS to achieve these goals.
OneLegacy Foundation Collaboration
1. Works collaboratively with DFSS to support the activities and community efforts of OneLegacy’s Foundation through leadership oversight and Family Support Services staff assigned support; including but not limited to:
a. Donor Family Ceremonies
b. Rose Dedication Ceremonies
c. Donor Remembrance Ceremonies
d. Hospital Donor Council Committee Events
Secondary Job Functions:
(Although the following job functions have been identified as “secondary”, any employee capable of performing the “secondary” job functions is expected to do so).
1. Stays informed of trends in the transplant/donation field.
2. Stays informed of trends in grief, death education and knowledge of the grief and loss process.
3. Stays informed of trends in counseling, psychology, social work and/or marriage and family therapy fields.
4. Demonstrates ongoing responsibility for professional self-education.
Skills and Requirements:
1. Excellent supervisory skills to mentor unlicensed staff, Family Care Ambassador group leaders (interns and trainees receiving hours for volunteer work).
2. Excellent teaching, training, and public speaking skills.
3. Able to work independently, have demonstrated care planning, teaching skills, and strong communication (written, verbal, and listening) skills with ability to prioritize work.
4. Strong presentation, organizational and interpersonal skills including the ability to deal with all levels of management, staff, medical and hospital personnel.
5. Good writing skills.
6. Proactive team player that is able to work successfully with all regional offices and corporate departments.
7. Confident in her/his abilities in order to be successful.
8. Compassion for others and patience working with people in crisis.
9. Recognizes limits/boundaries and seeks help in situations appropriately.
10. Proficient computer skills in MS Office Suite and Outlook.
11. Ability to maintain confidentiality of all information pertaining to patients, families, and staff and adhere to all HIPAA rules and regulations for professionals in counseling fields.
12. Display a positive and professional image and attitude in all relationships with patients, families, peers, staff, and the community.
Communications
1. Displays a consistent, professional degree of communication skills in person, on the phone, by e-mail and letters to internal and external communications.
2. Must be comfortable working with people at all organizational levels.
3. Effectively utilizes all forms of communication tools which include email, phone, and written and verbal communication; in addition, must be able to determine missing or incomplete information, secure applicable missing information and solidify details, such as:
a. Writes in a clear, concise, organized, and convincing way for a variety of target audiences.
b. The written message is consistently error-free.
c. The written message has the desired effect on the target audience.
4. Communicates areas of concern and opportunities for improvement to department leadership.
Demonstrates strong customer service skills that lead to complaint resolution.
Skills and Abilities:
1. Crisis intervention/ counseling skills.
2. Knowledge of death, dying, and bereavement.
3. Able to work independently.
4. Strong oral, written, and presentation skills.
5. Confident in her/his abilities to be successful.
6. Proactive team player that is able to work successfully with all levels of staff and hospital partners.
7. Organizational and prioritizing skills and recognizes limits/boundaries and seeks help in situations appropriately.
8. Independent judgment skills.
9. Proficient in MS Office Suite Programs (Word, Excel, PowerPoint and Outlook) required.
10. Flexibility.
Attention to Detail
1. Consistent demonstration of a high level of attention to detail, precision, accuracy and customer satisfaction; with low error rates are critical.
Works Independently
1. Utilizes the appropriate resources to ensure duties and responsibilities happen timely and effectively while managing a high volume of work.
2. Performs tasks independently and works effectively with little or no oversight.
3. Works independently and exercises strong problem-solving skills.
4. Exercises independent judgment to adopt or modify methods and standards to meet assigned duties/objectives.
5. Exercises initiative and judgment; and make decisions within the scope of assigned authority.
Technology Skills
1. Dedicates time and energy to keeping abreast of the latest information related to area of expertise and technology.
a. Picks up on technology quickly and integrates into workflow and processes.
2. High level of computer skills as demonstrated in proficient power-user skills with MS Suite (Word, Excel, Publisher and PowerPoint) and Outlook/email/calendar. Ability to utilize database and software programs to perform word processing, mail merge, data entry and QA of donor family contact information, and utilize spreadsheets, databases, and graphics programs on a personal computer to prepare and edit complex documents.
Job Qualifications and Requirements:
Education: Bachelor’s degree required with preferred course work in behavioral sciences, social sciences or other health related fields, required. Master’s Degree preferred with preferred course work in Clinical Psychology or Social Work.
Experience: The minimum requirements for this position include but not limited to the following: Prior experience with at least three (3) years in a health related field. Must have proven leadership, communication, and management skills. Must have the proven ability to coach and mentor
Minimum 2 years’ experience working with bereaved families during the donation process or in any other professional counseling capacity.
Skills: Demonstrated leadership in managing a diverse group of professionals, evidence of a flexible team player; knowledge/understanding of, and commitment to, medical health issues and implementing social change efforts. Must have advanced training in crisis intervention and grief counseling. Knowledge of MS Office Suite software programs.
Salary Range: $79,000 - $120,824
Benefits
- Medical/Dental/Vision Plans –Employer pays 90% of premium cost for employee and their dependents
- 19 days of PTO
- 2 Floating Holidays
- 10 Holidays
- Life Insurance
- Supplemental Life Insurance
- Wellness Plans
- Employee Assistance Program
- Pet Insurance
- Gym Onsite
- Mileage Reimbursement to applicable positions
- Tuition Reimbursement
- Employee Referral Program
- 403b Retirement Plan with an annual discretionary 8% Employer contribution
- School Loan Forgiveness
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
