JOB DESCRIPTION FOR JOB TITLE:



|Donor Family Services Coordinator |

|Job Code: 850014 |FLSA Status: Exempt |Mgt. Approval: M Anderson |Date: 6-17 |

|Department : Organ Procurement Organization/5305 |HR Approval: CMW |Date: 6-17 |

|JOB SUMMARY |

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|The Donor Family Services (DFS) Coordinator provides support, guidance and direction for the donor family follow up program of the UW Health Organ Procurement |

|Organization (OPO). In collaboration with OPO staff and management, the Donor Family Services Coordinator provides both expert counsel in continuously developing and |

|implementing the program. The OPO coordinates organ donation cases throughout the federally-designated donor service area of Wisconsin, Northern Illinois and the Upper |

|Peninsula of Michigan. Each donor family receives resources, personal follow up phone calls and letters, and updates regarding recipients if they choose. The OPO also |

|provides the option of confidential correspondence between donor families and recipients. The Donor Family Services Coordinator oversees these structural elements of |

|the program, monitors best practices from the national OPO and transplant community, and works directly with donor families to provide support and ensure the OPO is |

|meeting their needs. |

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|The DFS Coordinator must possess excellent communication and customer service skills, as well as maintain a high level of professionalism. The incumbent communicates |

|with both internal and external customers, including (but not limited to): donor family members, hospital staff, State of Wisconsin agencies, local and national |

|donation partner organizations, media, educational institutions, potential funding sources, and other UW Health staff. |

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|The incumbent must possess pragmatic independent judgment and decision-making skills while providing assistance and advocacy to improve social and psychological |

|functioning of donor families. Consultation is available as needed from the UW OTD management team and other UW Health resources. The DS Coordinator is privy to |

|information that may be highly confidential and sensitive in nature and is expected to maintain professionalism, integrity and honesty in maintaining confidentiality at|

|all times. |

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|MAJOR RESPONSIBILITIES |

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|Coordinates and provides programmatic direction for the donor family services program |

|Reviews and updates all elements of the donor family follow up program on an annual basis. This includes letters, materials, resources and surveys. |

|Ensures a system for documenting donor family follow up is up-to-date and efficient. |

|Reviews documentation of donor family follow up to determine compliance with applicable policies and procedures and provides summary to management on a regular basis. |

|Maintains and sustains best practices in applied clinical social science. |

|Monitors and integrates best practices from current resources including OPO’s, the AOPO Donor Family Council and other sources Ensures OPO compliance with regulatory |

|standards including AOPO’s donor family standards for accreditation purposes. |

|Elicits feedback from donor families to determine how the OPO can improve donor family services. Analyzes and synthesizes feedback and contributes to quality |

|improvement projects. |

|Works in a collaborative fashion with tissue and eye banks to understand and inform donor families about outcomes and follow up from various organizations. |

|Adheres to and maintains current donor family services policies and procedures. In collaboration with the OPO Policy and Procedure Committee, ensures practice reflects|

|policy. |

|Documents, supports and coordinates follow up on donor family complaints, in collaboration with OPO Managers and the Executive Director. |

|Assesses, identifies and equips donor families with needed services and resources. Creates a system for OPO staff to identify when a referral for additional services is|

|needed and a way to connect families with these resources. This may include: support groups, counselors or other state/local services. |

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|Participates in implementation of donor family follow up program |

|Provides donor family follow up contact providing assistance and advocacy to improve social and psychological functioning of grieving families. Provides compassionate |

|care with respect for different circumstances. This includes phone conversations, letters and providing resources directly to families. |

|Documents all contact with donor families according to policy. |

|Facilitates the Correspondence Program which includes confidential correspondence between donor families and recipients in compliance with OPO policies and procedures. |

|This requires exercising sensitivity, logic, reasoning, and customer service skills to ensure confidentiality and securing and documenting appropriate permissions. |

|Contributes to the creation of resources that provide information on the DFS program and guides the use of resources to support families (e.g., memory boxes, pins, |

|bracelets) while applying financial discretion with collaboration with leadership. |

|Serves as a resource for donor families by providing opportunities for support groups and other community resources, for example, administering the private DFS Facebook|

|page. |

|Educates orients and trains staff who collaborate and interact with DFS. This includes ensuring transitions for families throughout the donation process to foster an |

|effective care program. |

|Provides observation and feedback and collaborates with leadership to engage in process improvements. |

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|Provides education and expertise on grief and bereavement |

|Serves as an internal resource on grief and bereavement for OPO staff and management. |

|Educates various audiences, such as OPO staff and designated requestors throughout the OPO’s service area, on cultural considerations related to death and dying, as |

|well as grief responses and family dynamics. |

|This may include traveling in order to work directly with groups or donor families as needed. |

|Provides expertise and guidance during policy and core competency development and quality improvement initiatives to reflect an organizational-wide commitment to donor |

|families. |

|Participates in exercises to evaluate quality of care and standards being provided by OPO to each donor family during and after each case. This may include |

|participation in case reviews, periodic documentation reviews, survey reviews and observation, as well as participation in quality improvement processes. |

|f. Engages with individuals, families, groups, organizations and communities by providing educational presentations on the importance of organ donation and care at |

|the end of life. |

|g. In collaboration with other UW OTD staff, assist as needed with any or all stages of planning, development, and execution of presentation and events including for |

|example the Gift of Life Ceremony and the Douglas T. Miller Symposium on Organ Donation and Transplantation |

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|ALL DUTIES AND REQUIREMENTS MUST BE PERFORMED CONSISTENT WITH THE UW HEALTH PERFORMANCE STANDARDS. |

|JOB REQUIREMENTS |

|Education |Minimum |Bachelor’s degree in social work, nursing, grief/bereavement care or related field |

| |Preferred |Master’s degree in social work, nursing, grief/bereavement care or related field |

|Work Experience |Minimum |Two (2) years of progressively responsible experience in a healthcare setting |

| |Preferred |Experience in organ procurement or transplantation |

| | |Experience in end of life settings, Hospice, or ICU setting |

| | |Fluency in Spanish |

|Licenses & Certifications |Minimum |Valid WI Driver’s License and current auto insurance |

| |Preferred | |

|Required Skills, Knowledge, and Abilities |Effective communication and customer service skills required. |

| |Demonstrated organizational and prioritization skills. |

| |Ability to work collaboratively with people from various backgrounds. |

| |Leadership skills, including a proven ability to set direction and motivate others to work toward a common |

| |goal. |

| |Attention to detail; timely and accurate documentation. |

| |Proficiency with computer programs, including Word, Excel, Outlook, PowerPoint and Access. |

| |Initiative and proven ability to identify areas for improvement and implement them. |

| |Ability to travel within region. |

|AGE SPECIFIC COMPETENCY (Clinical jobs only) |

|Identify age-specific competencies for direct and indirect patient care providers who regularly assess, manage and treat patients. |

|Instructions: Indicate the age groups of patients served either by direct or indirect patient care by checking the appropriate boxes below. Next, |

|X |Infants (Birth – 11 months) |X |Adolescent (13 – 19 years) |

|X |Toddlers (1 – 3 years) |X |Young Adult (20 – 40 years) |

|X |Preschool (4 – 5 years) |X |Middle Adult (41 – 65 years) |

|X |School Age (6 – 12 years) |X |Older Adult (Over 65 years) |

|JOB FUNCTIONS |

|Review the employee’s job description and identify each essential function that is performed differently based on the age group of the patient. |

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|PHYSICAL REQUIREMENTS |

|Indicate the appropriate physical requirements of this job in the course of a shift. Note: reasonable accommodations may be made available for individuals with |

|disabilities to perform the essential functions of this position. |

|Physical Demand Level |Occasional |Frequent |Constant |

| |Up to 33% of the time |34%-66% of the time |67%-100% of the time |

|x |Sedentary: Ability to lift up to 10 pounds maximum and occasionally |Up to 10# |Negligible |Negligible |

| |lifting and/or carrying such articles as dockets, ledgers and small | | | |

| |tools. Although a sedentary job is defined as one, which involves | | | |

| |sitting, a certain amount of walking and standing is often necessary | | | |

| |in carrying out job duties. Jobs are sedentary if walking and | | | |

| |standing are required only occasionally and other sedentary criteria | | | |

| |are met. | | | |

| |Light: Ability to lift up to 20 pounds maximum with frequent lifting |Up to 20# |Up to 10# or requires |Negligible or constant |

| |and/or carrying of objects weighing up to 10 pounds. Even though the | |significant walking or |push/pull of items of |

| |weight lifted may only be a negligible amount, a job is in this | |standing, or requires |negligible weight |

| |category when it requires walking or standing to a significant degree.| |pushing/pulling of arm/leg | |

| | | |controls | |

| |Medium: Ability to lift up to 50 pounds maximum with frequent |20-50# |10-25# |Negligible-10# |

| |lifting/and or carrying objects weighing up to 25 pounds. | | | |

| |Heavy: Ability to lift up to 100 pounds maximum with frequent lifting |50-100# |25-50# |10-20# |

| |and/or carrying objects weighing up to 50 pounds. | | | |

| |Very Heavy: Ability to lift over 100 pounds with frequent lifting |Over 100# |Over 50# |Over 20# |

| |and/or carrying objects weighing over 50 pounds. | | | |

|List any other physical requirements or bona fide occupational qualifications:| |

Note: The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.

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