Family Services Coordinator III - Float

The Family Services Coordinator (FSC) III - Float supports the mission, goals, and values of The Donor Network (TDN) by screening and evaluating potential donors while providing operational, family support, and authorization coverage across multiple designated service areas. This role is designed to support staffing stability, operational continuity, and mission execution by deploying between Nevada and South Florida based on organizational needs. 

The FSC III Float is responsible for working compassionately with families to provide information regarding donation opportunities, obtaining authorization per The Donor Network standards, conducting comprehensive medical and social histories, and providing bereavement support to donor families and hospital staff throughout the donation process. The FSC III Float serves as a Designated Requestor and is responsible for family support, authorization discussions, donor advocacy, hospital partner collaboration, and completion of required documentation in accordance with organizational policies, CMS regulations, and applicable state and federal laws. 

This position requires a highly adaptable, emotionally intelligent, and operationally strong FSC who can quickly integrate into varying team environments, hospital systems, operational workflows, and regional cultures while maintaining a high standard of professionalism, communication, collaboration, and compassionate care. 

ESSENTIAL FUNCTIONS  

• Performs responsibilities of position while promoting teamwork, professionalism, accountability, and a collaborative working environment across Nevada Donor Network (NDN) and South Florida Donor Network (SFDN).
• Serves as a high-performing Regional Float Family Services Coordinator (FSC) providing operational coverage and staffing support across multiple service areas based on organizational needs, occupancy trends, staffing shortages, training initiatives, and surge activity.
• Utilizes advanced authorization skills and proven communication techniques to achieve and maintain high authorization outcomes while delivering compassionate, family-centered care.
• Responds on-site to all potential organ donors within established organizational response timelines unless prior approval is provided by leadership or the Family Services Administrator on Call (AOC).
• Independently evaluates donor potential and collects clinical information to determine donor suitability in collaboration with operational leadership and clinical teams.
• Leads donation conversations with potential donor next-of-kin or families regarding organ, eye, and tissue donation in accordance with organizational standards, First-Person Authorization (FPA) requirements, hospital guidelines, and applicable state and federal laws.
• Demonstrates advanced ability to navigate complex family dynamics, emotional escalations, cultural considerations, and high-risk authorization conversations while maintaining professionalism and compassionate care.
• Works collaboratively with hospitals, physicians, bedside staff, chaplaincy, palliative care, and interdisciplinary teams to determine the most appropriate timing and strategy for donation discussions.
• Provides compassionate, grief-informed support to donor families throughout the donation process and assists families in understanding death as communicated by the primary care physician.
• Obtains authorization for donation and accurately completes comprehensive medical and social histories, DRAI documentation, and all required donor records in accordance with organizational expectations.
• Provides initial bereavement and aftercare support while utilizing community resources to support grieving families.
• Provides referral responder coverage, escalation support, and operational back-up coverage as needed across Nevada and South Florida service areas.
• Maintains flexibility to work varying schedules including day, mid, night, weekend, holiday, overnight, extended-hour, and on-call assignments as operationally required.
• Demonstrates the ability to quickly adapt and integrate into varying hospital systems, operational workflows, staffing models, team dynamics, and regional cultures while traveling routinely between Nevada and South Florida to support staffing stability, operational continuity, training support, and mission execution.
• Assists with Donation after Circulatory Death (DCD) cases, high-acuity donor events, escalated family conversations, and complex operational cases as assigned.
• Develops and maintains strong relationships with hospital personnel, physicians, nurses, chaplaincy teams, and community partners to strengthen collaboration and donation opportunities.
• Serves as a high-performing operational resource for Family Services staff by providing peer support, real-time collaboration, authorization best practice guidance, and mentorship support during complex or high-volume cases.
• Consistently demonstrates high authorization performance and contributes to departmental performance analysis, operational improvement initiatives, and best practice development.
• Collaborates effectively with Family Services, Organ Services, Donation Development, Aftercare, and other organizational departments to support mission success.
• Performs other duties as assigned. 

SKILLS & ABILITIES 

• Education: Bachelor’s Degree (four-year college or university) required; relevant work experience may be substituted for academic requirements. A minimum of three years of OPO-related experience with demonstrated high authorization performance is required.
• Experience: Minimum of three years of organ procurement organization (OPO) experience required. Five to seven years of healthcare-related experience preferred, including hospice care, bereavement counseling, transplantation, critical care, or other helping professions relevant to family support and authorization. Experience working in high-volume or complex operational environments preferred.
• Computer Skills: Working knowledge of Microsoft Office programs and the ability to effectively utilize electronic donor management and documentation systems.
• Certificates & Licenses: RN, LPN, or equivalent clinical/licensed healthcare background preferred. Certification from AATB, EBAA, ABTC, or other relevant donation/transplant certification preferred or required within designated timeframe. Certification or advanced training with a focus on grief counseling, crisis communication, or bereavement support preferred.
• Other Requirements: Demonstrated ability to work empathetically, compassionately, and professionally with families in crisis while navigating complex and emotionally sensitive situations. Strong interest in transplantation, donation advocacy, and family-centered care with a sincere desire to serve as a frontline team member supporting the mission to increase organ donation and save and heal lives. Must demonstrate adaptability, emotional intelligence, operational professionalism, and the ability to travel routinely between Nevada and South Florida, including travel by personal vehicle and air travel as required to fulfill operational responsibilities.