Director of Family Services

Director of Family Services Little Rock, AR Description Department: Family Services/Family Services FLSA Status: Exempt Reports To: Chief Executive Officer Direct Reports: Manager of Family Services Coordinators, Manager of Donor Family Services OSHA Risk Category: 1 Safety Sensitive Position Job Summary/Scope This position can be located at the Little Rock, AR or Memphis, TN location. Travel between offices will be expected. The Director of Family Services is responsible for the oversight of the Family Services division, which is comprised of Family Services and Family Aftercare departments. This position has oversight of donor family activities related to approaching for authorization and aftercare follow-up. The Director of Family Services position develops strategic plans for improving donation rates and developing quality family supportive services, prepares annual Family Services budget, approves expenditures, performs personnel evaluations, serves on national, regional, and local committees or organizations as needed, trains Family Services staff and provides data, based reports on authorization rates and donor family activities. This position serves as the liaison between SLL and donor families and addresses donor family complaints and concerns. Essential Functions 1. Responsible for the oversight of the Family Services staff. a. Communicates job expectations, planning, monitoring, coaching, counseling and appraising job results. b. Monitors and approves staff time records and overtime requests. c. Monitors and approves overtime and ensures cost is within designated budget. 2. Follows and enforces systems including Standard Operating Procedures. 3. Collaborates with the Chief Executive Officer (CEO) to develop strategic goals to increase organ tissue and eye donation rates within SLLs designated service area (DSA). 4. Assists the CEO in managing conflicts with SLL staff and hospital staff and/or donor families and SLL staff (for example First Person Authorization when the family opposes donation). 5. Supervises the Manager of Family Services Coordinators. a. Develops training and continuing education opportunities for direct reports and their staff (includes SIM Lab training, Quarterly Meetings, and identifying appropriate conferences/workshops to attend). b. Provides real time supervision and direction to Manager of FSCs and FSCs as needed for potential donors. c. Provides on-going reviews and debriefings of cases (authorizations and declines). d. Assists Manager in maintaining and interpreting monthly data related to authorization rates. e. Based on data collected, identifies areas where training needs to focus and designs training methods in order to increase performance in facilitating donation conversations. 6. Collects and presents monthly, quarterly, and annual Family Resource Center data at the request of the CEO. 7. Continue to promote current programs and develop new programs that are a source of support for donor families. 8. Ability to practice with a high degree of autonomy in a self-directed manner, utilizing creative and critical thinking skills to problem solve and develop solutions to difficulties that may impede donation opportunities. 9. Collaborates with Communications and Donor Family Services departments to address donor family complaints and concerns, as appropriate. 10. Promotes and maintains an organizational culture which values the decisions and gifts from donors and their families. 11. Ensures that communication and relationships with donor families is professional, respectful and empowering. 12. Ability to practice with a high degree of autonomy in a self-directed manner, utilizing creative and critical thinking skills to problem solve and develop solutions. 13. Knowledgeable of all areas of the donation process, including brain death, DCD, the RAAGA, regulations regarding authorization, and maintains confidentiality of all patient specific information. 14. Supervises the Manager of Donor Family Services. a. Assists the Manager in developing resources and programs which support donor families. b. Assists the Manager in conducting periodic reviews/surveys of donor families regarding the donation experience and the support programs offered by SLL. c. Provides direction in developing and promoting donor family support groups within the DSA. d. Periodically reviews written correspondence and changes content as appropriate. e. Ensures the practices and policies are in compliance the Association of Organ Procurement Organization (AOPO) guidelines for certification. f. Works with QS Department to monitor accuracy of donation outcome follow up letters to donor families. Secondary Functions 1. Oversee continuity of care and support is provided to our donor families from the beginning of the referral, and through the donation conversation process. 2. Directly manages conflict resolution between SLL coordinators and donor families. 3. Develop strong relationships with outside resources as a referral source for donor families. 4. Works in collaboration with the ALEB. Management Essential Functions 1. Member of Directors Group participating in the development and implementation of organizational and strategic goals. 2. Member of Leadership Team participating in the development of tactics to implement the strategic goals. a. Ensures implementation of strategic goals as they relate to the department. 3. Responsible for preparing and monitoring departmental budget. a. Collaborates with Director of Finance regarding departmental fiscal responsibility. b. Ensures staff documentation completion and accuracy. 4. Responsible for oversight, compliance, and monitoring of contractual agreements under area of responsibility. a. Authorized to negotiate contractual terms and request competitive quotes in accordance with financial policies on behalf of the organization. 5. Develops, tracks, and reports Key Performance Indicators (KPI), departmental Continuous Quality Improvement (CQI) goals and monthly statistics utilizing techniques to test improvement efforts. a. Presents CQI departmental goals to CQI committee. 6. Presents departmental reports to Directors Group, Leadership Team, and/or Board of Directors, as required. 7. Promotion of staff engagement including wellness initiatives. 8. Expected to serve as spokesperson at public events as it relates to your area of responsibility. 9. Collaborates with the Quality Systems Department to ensure policies and practices follow Standard Operating Procedures and are in compliance with accreditation, certification and regulatory agencies. a. Responsible for writing, revising, editing and proofreading job descriptions, SOPs, and related departmental documents. 10. Responsible for cooperative management with other managers at SLL to ensure that tasks and responsibilities of direct reports are completed timely and efficiently. 11. Responsible for interviewing, hiring, orientation, counseling, discipline, and separation of direct report(s). a. Conducts annual evaluations, monitors professional development and annual competencies for direct report(s). 12. With the approval of CEO serves on national committees. 13. Routinely takes Administrator-On-Call to assist on-site staff in problem solving overcoming obstacles to donation. 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 includes: training documentation, mileage, expenses, electronic schedule of SLL events, and other forms. 3. Exhibits and models SLLs 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. 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 SLLs respect, honor, admiration and reverence for the donor and donor family. 7. Fosters effective relationships with client representatives. 8. 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. If you need additional training or resources, please see your supervisor or the SLL Safety Officer. 2. Repetitive Motion: While performing some essential functions of your position, you may be required to perform some functions repeatedly. When such tasks are not performed properly, injury can result. 3. Minimum Weightlifting Requirement: While performing some essential functions of your position, you may be required to do some lifting, moving, pushing, or pulling. When such tasks are not performed properly, injury can result. Established procedures identify the precautions and/or equipment that should be used when performing this task. Must have the ability to lift minimum weight of 20 lbs. 4. Prolonged Sitting, Standing, and Bending: While performing some essential functions of your position, you may be required to sit, stand, or bend for an extended period of time. When such tasks are not performed properly, injury can result. Established procedures identify the precautions and/or equipment that should be used when performing this task. 5. Competency Evaluation: Competency evaluations are required for this position. Your supervisor will notify you when your evaluation is to be conducted. 6. 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, hospital, and other locations as essential and secondary functions necessitates. 2. Required to carry a cellular telephone for business purposes. 3. Occasional travel 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 SLL is a 24/7 operation and will require this position to work various shifts. Director of Family Services participates in a rotating call schedule and maintains an on-call scheduled in 24-hour shifts. This position must be available evenings, holidays, and weekends as required.Requirements Minimum Job Requirements 1. Bachelors degree in counseling, social work, or related field, with professional working background in Chaplaincy, Social Work, or Counseling, emphasis on bereavement counseling, conflict management, and/or crisis intervention. 4 years managerial and supervisory experience. 2. Maintain a valid drivers license, reliable automobile, and proof of automobile insurance. 3. Must maintain required vaccination and/or health screenings to minimize the positional for disease. 4. Good oral and writing skills. 5. Strong organizational skills. 6. Experience in group dynamics. 7. Experience in facilitating educational activities. 8. Maintain a valid drivers license, reliable automobile, and proof of automobile insurance. 9. Consistent demonstration of: attention to detail, precision, accuracy, and customer satisfaction. 10. Possess strong prioritization skills and the ability to effectively manage multiple projects and tasks. 11. Ability to utilize general office equipment, software, and must be proficient in Microsoft Office Suite. Preferred Qualifications 1. Masters degree in counseling, social work, or related field. 2. 2 years procurement/transplant experience with emphasis on bereavement counseling, conflict management, and/or crisis intervention. Senior leadership experience preferred. 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. Apply at recblid 5kovk1ma50tnj8f2u1i4wjbab3ihn2

Created: 2026-03-10