Donor Services Specialist

Job Summary/Scope The Donor Family Specialist (DFS) is responsible for collaborating with the Manager of Donor Family Services to provide an aftercare system that supports Arkansas donor families through correspondence, group meetings, memory-making workshops, memorial events, and community outreach. The aftercare program provides supportive services to donor families and allows donor families to participate in aftercare and memorial events. DFS is responsible for volunteer coordination, which connects donor families and recipients with opportunities to share their stories and spread a culture of organ, tissue, and eye donation in Arkansas. Additionally, the responsibilities and duties of the DFS include mailing aftercare information, organizing donor family events designed to provide support, maintaining a donor family database, updating donor charts, and supporting volunteers. This position will be responsible for working with different vendors for events and materials and ordering appropriate supplies for the aftercare program. This position will be responsible for providing support to donor families and transplant recipients through specified aftercare tasks. Essential Functions 1. Maintain confidential information regarding donor families and volunteers. 2. Provides support services to donor families. a. Utilizes and displays strong communication skills such as empathy, support, and care with donor families. b. Ensure timely follow-up phone calls. c. Facilitate supportive groups and/or workshops. d. Provide appropriate community resources. 3. Updates templates for, generates, and edits the initial follow-up letter to donor families and ensures they are mailed in a timely manner, adhering to the guidelines of Southern Legacy of Life (SLL)’s regulatory agencies. a. Ensure the information in the letter is accurate with regard to the donor’s name, gender, and to whom the letter is mailed. b. Reviews the call notes, serology results, tissue outcomes, organ outcomes, and any other information necessary to ensure the accuracy and sensitivity of donation information within the letters. 4. Facilitate correspondence and meetings between donor families and recipients, as directed. a. Assist with the monitoring and tracking of donor family/recipient written correspondence. b. Assist families and recipients in exchanging contact information when appropriate. donor family/recipient personal contacts[MB1.1][BC1.2]. c. Plan donor family and recipient meetings in collaboration with the needs and wants of the donor family and recipient, providing a supportive presence to the family and recipient during the process and at the meeting. 5. Facilitate recipient update requests from donor families in a timely manner. 6. Execute a structured evaluation/survey to assess the effectiveness of Donor Family Services programs, as directed. 7. Develop and maintain a database system for donor family and volunteer information. 8. Collaborates with inter-departmental planning committees to plan, schedule, and facilitate SLL’s donor family events. 9. Assist in providing a comprehensive and interactive volunteer training program for donor family members, recipients, and interested community members. 10. Collaborate with the Communications and Hospital Development departments to pair volunteers with appropriate speaking and community outreach engagements. Secondary Functions 1. Maintain the Donor Family Quilts and display them at appropriate events. 2. Collaborates with the Communications department regarding updates to SLL’s website: a. Provides notification of upcoming Donor Family Services events. b. Update SLL’s website page dedicated to honoring the donor through the Donor Family Quilts and Donor Tributes i. Assist donor families in crafting their stories to share on the website as appropriate. 3. Develop a productive, professional working relationship with community programs offering donor families bereavement support. a. Provide referrals to donor families as appropriate. 4. Attend national conferences/workshops on donor family support and bereavement support, when requested. Organizational Expectations 1. Maintains regular and punctual attendance at assigned work location. a. 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 SLL events, and other forms. a. Proofs work for accuracy and completeness. 3. Exhibits and models SLL’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 SLL. a. Utilize the SLL strategic anchors: Creating a Culture of Donation, Financially Sound, Quality, and Diversity, Equity, Inclusion, and Belonging (DEIB) 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 SLL’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 SLL Safety program will provide you with the appropriate procedures and guidelines in which you should perform the essential duties of your job. Please see your supervisor or the SLL Safety Officer for additional training or resources. 2. Physical Requirements: see this job description's Analysis of Work Demands section. 3. Competency Evaluation: Competency evaluations are required for this position. Your supervisor will notify you when your evaluation is to be conducted. 4. 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 and other locations as essential and secondary functions necessitates. 2. Required to carry a cellular telephone for business purposes. 3. Occasional travel is 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. Work Hours Forty-hour workweek with occasional weekends, holidays, or evenings. Requirements Minimum Job Requirements 1. Bachelor’s degree in conjunction with minimum two years social services, counseling, or related field experience, required. 2. Experience in social services or related field preferred. 3. Education may substitute for experience. 4. Strong organizational skills. 5. Good oral and written communications skills. 6. Able to perform job duties with limited supervision. 7. Experience in social services or related field preferred 8. Consistent demonstration of attention to detail, precision, accuracy and customer satisfaction. 9. Possess strong prioritization skills and the ability to effectively manage multiple projects and tasks. 10. Ability to utilize general office equipment, software, and must be proficient in Microsoft Office Suite. 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. #J-18808-Ljbffr