Supervisor-Field Trainer, Family Services (Bay Area)

Donor Network West’s mission is to save and heal lives through organ and tissue donation for transplantation and research.

At Donor Network West, we're looking for people who embody our core values: passion, excellence, equity and inclusion, and relationships. We welcome diverse perspectives and foster an environment of collaboration and service.

Position Summary

The Supervisor-Field Trainer, Family Services (SFS) must be dedicated to supporting the mission of DNWest to provide the opportunity to improve and extend lives through organ and tissue donation for transplantation. The SFS will champion the philosophy of dual advocacy and be committed to learning, incorporating best practices; and have the ability to innovate and articulate an effective model of family care. This individual is responsible for assisting in the planning, development, implementation, and evaluation of strategies in the areas of referral management and Family Services. The SFS will work collaboratively with the Manager of Family Services and assist other operations management team members, to ensure consistency of message and excellence in family care for organ and tissue donor families. This supervisor also serves as a resource to DNWest staff and the larger transplant community to enhance sensitivity and effectiveness of the procurement process. Incorporates the unique perspective and experience of donor families to increase awareness of organ and tissue donation. Helps trains staff in effective authorization procedures for organ and tissue donation.

Essential Job Duties And Responsibilities

Referral Process Coordination

• Performs and works with other departments (regional teams, operations center, etc.) to ensure timeliness and appropriate response to referrals
• Participates in referral review process to identify performance improvement opportunities
• Ensures staff follows referral communications pathway to manage all open referrals, including daily follow-up and optimize referral outcomes

Family Services

• Collaborates with the MFS in reviews of data pertaining to authorization rates for organ and tissue donation and makes recommendations for system improvements when necessary; data pertaining to individuals and organizational authorization rate will be analyzed for further leadership review.
• Conducts periodic chart reviews for quality. Reviews data pertaining to donor family interactions
• Works with MFS and other operations departments with the goals of optimizing services to donor families, enhancing conversion outcomes and ensuring consistency of message regarding DNWest’s family care philosophy
• Assists with activities that monitor the effectiveness of the Family Services program in order to maintain consistent high standards of the organization, to ensure excellent services to donor families and meet desired targets for authorization rates
• Ensures that DNWest provides excellent family care before, during, and after the donation discussion and that organizational and regulatory policies and procedures are followed
• Collaborates with Manager of Family Services (MFS) and Directors to ensure consistency in DNWest’s messaging of the donation conversation with donor families and donor hospitals
• The Supervisor-Field Trainer, Family Services position includes the responsibilities outlined for the Family Resource Coordinator and some supervisory functions for the Family Resources Coordinator team
• Maintains accurate and up to date authorization statistics for each assigned Family Resource coordinator, reviewing donor activity to ensure adherence to DNWest’s quality of practice and level of service
• Completes the Uniform Donor Risk Assessment Interview with appropriate historian per DNWest’s policy and procedure and obtains follow-up information if required
• Works with DNWest’s staff and hospital staff to ensure that the authorizing party is identified per Uniform Anatomical Gift Act (UAGA) guidelines
• Engages in the development, implementation, and updates of policies and procedure as they relate to the authorization and donation process
• Initiates the donation discussion and authorization process for potential organ and tissue donor families prior to, during, and after death declaration. Provides families with the detailed information required to give legal informed authorization for anatomical donation
• Communicates with the attending physician and other members of the healthcare team to establish rapport and ensure a collaborative planned approach for the donation discussion and authorization process. Will communicate directly with donor families, hospital personnel, physicians, and DNWest’s staff
• When needed, functions in the capacity of a Family Resource Coordinator which includes:
• Obtains authorization for donation per UAGA and verifies appropriate medical and legal documentation necessary for organ recovery consistent with DNWest policy and procedure
• Responds on site independently and/or in conjunction with assigned staff to all appropriate hospital referrals within designated time outlined per policy and procedure. Initiates frequent huddles with hospital and DNWest’s staff to ensure that the Authorizing Party/Notifying Party is presented the opportunity for donation or donor designation notification in the most appropriate time frame and manner. Accesses donor registries to determine prior authorization for donation.
• Ensures that concise, accurate records are maintained regarding all family communications

Staff Management and Development

• Ensures adequate staffing levels to promote high and efficient performance
• Supervises assigned staff toward accomplishment of DNWest’s mission including: recruitment and selection; scheduling; training and development; counseling and coaching; appraisal and recognition; and recommending salary, promotional, and disciplinary actions in accord with existing policies and procedures
• Provides onsite observation, guidance, and coaching to assigned staff

Training Responsibilities

• Effectively and professionally trains staff according to an established department training plan, current policies, and current practices
• Coordinates training presentations, training topics, and training activities for organ operations and other department meetings as requested
• Partners with L&D to ensure that learning objectives are taught and assessments are conducted with consistency.
• Schedules and conducts regular debriefing sessions with CPC trainees, CPC staff, preceptors, and department leadership to identify strengths/weaknesses, review achievement/non-achievement of training objectives, identify future training goals and appropriately document staff member’s case experiences
• Coordinates the development and implementation of hands-on simulation training with L&D staff using approved resources.
• Assists L&D and department leadership in the identification and training of clinical preceptors
• Participates as a subject matter expert who partners with L&D to evaluate, develop, and update training plans and materials
• Advocates for learners by creating supportive learning opportunities
• Collaborates with department leadership, preceptors, and educators to attend check-ins and provide feedback to staff
• Provides on-site training and skills/competency assessment. Establishes opportunities for coaching and support for staff using all available resources
• Documents training progress in the learning management system in an accurate and timely manner
• In conjunction with the department leadership team and L&D, assists with onboarding and on-going instructor-led and on-the-job training of team members within their focus area
• Assists family care team in identifying specific needs for assigned staff related to on-going family support, formal authorization requests, registry notification, and dual advocacy.
• Participates in the train-the-trainer program and the community of practice for learning

Other duties and responsibilities

• Ensures compliance with established quality assurance standards as well as local, state, and federal regulations relating to organ procurement to demonstrate commitment to quality
• Participates in strategic planning with the MFS
• Works with other members of the management team to attain DNWest’s organizational goals and performance metrics
• Supports call schedule as needed and or requested by MFS

QUALIFICATIONS

• Knowledge of the donation process
• Possess strong interpersonal skills, which allow for effectively dealing with individuals and/or groups of individuals
• Must exhibit ability to provide oversight and assess the daily needs of the donation process
• Excellent written and verbal skills
• Must have the ability to speak clearly in order to accurately convey information either in person or by telephone to staff, donor families, and external stakeholders
• Displays good judgement and critical thinking skills

EDUCATION AND EXPERIENCE

• Proven leadership, communication, and supervisory skills
• Proven ability to coach
• A minimum of three years’ experience working in an organ and tissue procurement organization or at least three years of experience in working with the bereaved or crisis intervention. Previous experience in the capacity of a Family Resource Coordinator preferred.
• Bachelor’s degree required with preferred course work in behavioral sciences, social sciences or other health related fields; or equivalent work experience. Master’s degree preferred

Provided compensation data is subject to change based on location and work status. Salary data provided by third party sites do not accurately reflect our pay structure.