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University of Rochester Referral and Family Services Coordinator - 219017 in Rochester, New York

Referral and Family Services Coordinator

Job ID



Strong Memorial Hospital

Full/Part Time


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Full Time 40 hours Grade 052 Organ Procurement Org


Position Summary:

The Family Services Coordinator (FSC) helps establish program goals and develop strategies to service the needs of donor families. Works collaboratively with all departments within Finger Lakes Donor Recovery Network (FLDRN), as well as, the transplant centers and recipient communities to help further advance the objectives of the program.


Under general direction and with latitude for independent judgment:

The FSC actively supports the mission of Finger Lakes Donor Recovery Network. The FSC responds to potential organ donor referrals at area hospitals, assesses potential donor family dynamics and needs, and provides specialized support intervention services for bereaved families of potential organ and tissue donors. The FSC counsels families to help them understand brain death and the process of organ and tissue donation thereby facilitating the authorization process and providing on-going support. Coordinates and provides educational programs and other initiatives about organ and tissue donation to designated departments within donor hospitals.

Clinical/On-Call Responsibilities

  • Responds to organ donor referrals by traveling to donor hospitals to assess needs of potential organ donor families

  • Communicates with physicians and other health care team members to obtain information about the patient's hospital course and family's understanding of the patient's condition

  • Works with health care team members to increase authorization rates of organ and tissue donation by offering therapeutic interactions and interventions to the families of potential organ and tissue donors

  • Develops thorough working knowledge of the political and internal structures within hospitals and uses this knowledge to improve the organ and tissue donation process

  • Serves as an expert and spokesperson on family support and offering the opportunity of organ and tissue donation to potential donor families

  • Works with on-call and patient care team to establish appropriate communications relating to end-of-life care and decisions (huddle process)

  • Works with on-call and patient care team to determine who is best to approach each individual family and offer the opportunity of organ and tissue donation

  • Completes all documentation relating to obtaining authorization for donation as required

  • Completes all FLDRN paperwork and all fields in iTransplant associated with local donor referrals, family approach(s) and organ donors accurately and in a timely manner

  • Supports donor family through donation process with both on-site presence and phone support

  • Displays a caring and courteous attitude at all times, represents FLDRN in a positive manner; demonstrates regard for the dignity and respect of all patients, donor families and other agencies

  • Maintains the confidentiality of information related to patents, donor families and other agencies

  • Maintains proper attitude, attendance and punctuality to ensure that the hospital or FLDRN are operated in an efficient and effective manner

  • Works to promote and participate in a team approach with other staff members in order to succeed with FLDRN goals

Coordinates After Care Program

  • Assists in the delivery of FLDRN's After Care services to donor families by phone and mail

  • Manages donor families as part of Aftercare program

  • Reviews Donor Family Services Referral Forms on specified cases

  • Initiates contact with specified families who consented to organ and tissue donation and offer support services

  • Provides follow-up to specified families for a minimum of two years following the death of their loved one

  • Facilitates communication of information and correspondence for donor families and transplant recipients

  • Develops and maintains communication between transplant centers, transplant organizations, and tissue banks

  • Assists with the distribution of donor family and recipient correspondence and facilitates family meetings as appropriate

  • Serves as FLDRN's liaison with other OPO Family Services Programs, the National Donor Family Council, community resources and professional organizations

  • Helps to maintain a system for tracking program implementation, community resources and information retrieval

  • Reviews and makes recommendations for use of all bereavement materials including brochures, donor family care boxes, etc.

  • Fosters relationships with external support services throughout the community

  • Assists with media exposure relating to special programs and activities relating to donor families

  • Plans and assists with coordination of special programs for donor families

Professional & Public Education

  • Designs and conducts programs to educate and inform the FLDRN staff, other health care professionals and the public about the needs of the donor families

  • Educates and collaborates with hospital staff to facilitate the organ and tissue donation process

  • Works with Hospital Development to provide formal and informal in-service educational programs with hospital personnel to increase donor awareness, facilitate a smooth organ and tissue donation process, and to decrease the number of hospital related issues, including those relating to funeral directors and medical examiners working in the hospital community

  • Works together with other staff members to promote public education about organ and tissue donation within FLDRN service area

Other Duties

  • Develops and maintains current knowledge of procurement and transplantation.

  • Attends all relevant FLDRN meetings

  • Provides assistance and services to other organizational departments within FLDRN as needed and as appropriate

  • Attends local and/or national workshops and meetings as appropriate to remain up to date with current best practices

  • Performs other duties as assigned


Bachelor's Degree in Nursing or Physician's Assistant and 2-3 years of related organ procurement experience; or an equivalent combination of education and experience.

Preferred Qualifications

BA/BS in divinity, counseling, psychology or social services from a college or university and one to two years related experience and/or training preferred. Thorough knowledge of the dynamics of grief and bereavement. Experience in trauma/critical care setting helpful. Medical experience preferred.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled