Family Support Specialist I at OneLegacy

Join Us in Transforming Lives Every Day

At OneLegacy, every moment counts. As the nation's largest organ, eye, and tissue recovery organization, we are dedicated to saving lives and sharing hope. Guided by our values of integrity, compassion, stewardship, diversity and inclusion, urgency, innovation and excellence, and collaboration, our team works tirelessly to honor every gift of donation. This is more than a job; it’s an opportunity to make a profound impact on countless lives.

Job Type: Full-time; Non-Exempt

Work Hours: Performs a forty-hour workweek as determined by assigned shift. Assigned days and/or shift can be changed according to staffing needs. Must be available to work evenings, holidays, and weekends.

Work Setting: In-person 

Work Location: Azusa, CA 

Travel:Occasionally required to travel by personal auto or air to meeting sites and other locations.

Summary of Functions:

The Family Support Specialist I is responsible for providing grief support to OneLegacy’s donor families. Responsibilities include staffing programs, which address the emotional needs of organ/tissue donor families, providing written materials for donor families, referrals (as needed) and phone support for donor families. In addition, the Family Support Specialist I facilitates written communication and meetings between Donor Families and Recipients as deemed appropriate. This position also assists with the maintenance of the Family Support Services mail program for donor families.

Duties and Responsibilities:

1. Provides telephone support to donor family members (and referral to community resources as needed).
2. Provides recipient medical updates to donor families.
3. Facilitates donor family and recipient correspondence and meetings (as deemed appropriate).
4. Helps coordinate the distribution of written materials to donor families as needed.
5. Assists the communications department with OneLegacy events where donor families will be in attendance.
6. Coordinates with the FSS staff to create and implement the Donor Remembrance Ceremonies on an annual basis.
7. Assists with FSS programs such as grief support groups, workshops, and donor family social media accounts, addressing issues pertinent to donor families’ grief and loss.
8. Provides on-site support to donor families in the hospital/OLRC when special circumstances warrant.
9. Maintains accurate donor family records.
10. Attends staff meetings, training programs and/or in-services, as deemed necessary by the Supervisor/Manager, Family Support Services.
11. Supports the organization’s Standards of Professional Conduct as outlined in the OneLegacy Policies and Procedures, and the mission, vision, and values of the organization.
12. Passionate about organ and tissue donation.
13. Performs other duties as assigned.

Secondary Job Functions:
(Although the following job functions have been identified as “secondary”, any employee capable of performing the “secondary” job functions is expected to do so).
1. Provides presentations regarding the FSS program as needed.
2. Stays informed of trends in the transplant/donation field.
3. Stays informed of trends in grief and death education and material.
Communications
1. Displays a consistent, professional degree of communication skills in person, on the phone, by e-mail and letters to internal and external communications.
2. Must be comfortable working with people at all organizational levels.
3. Effectively utilizes all forms of communication tools which include email, phone, and written and verbal communication; in addition, must be able to determine missing or incomplete information, secure applicable missing information and solidify details, such as:
a. Writes in a clear, concise, organized, and convincing way for a variety of target audiences.
b. The written message is consistently error-free.
c. The written message has the desired effect on the target audience.
4. Communicates areas of concern and opportunities for improvement to department leadership.
5. Demonstrates strong customer service skills that lead to complaint resolution.
Confidentiality, Professionalism, Honesty, Dependability, and Compliance
Supports and complies with the organization's Standards of Professional Conduct as outlined in the OneLegacy Policies and Procedures including:
1. Ability to handle confidential matters discretely and professionally and maintain confidentiality of all information pertinent to donors, OneLegacy personnel matters, and OneLegacy finances.
2. Complies with and sets an example for all OneLegacy confidentiality and professional conduct policies and practices.
3. Demonstrates professional behavior, conducts, and complies with standards in all business dealings and interactions; and is a serious, focused and committed professional. Behavior demonstrates respect, honor, admiration and reverence for the donor and donor family. Behavior demonstrates trustworthiness, reliability, dependability, credibility, honesty, sincerity and genuineness in act and deed.
4. Dresses professionally.
5. Ensures high ethical and financial control compliance standards are met.
6. Maintains a neat and organized workstation and environment.
7. Must report to work on time; must contact primary supervisor/manager(s) if running late or not able to report to work.
8. Performs all duties and responsibilities in compliance with safety guidelines, policies, and procedures, regulations as outlined in the Code of Federal Regulations, and other applicable federal, state, and local laws.
9. Performs quality control practices as defined by the policies and procedures. Understands professional behavior and boundaries; and is not distracted by nor encourages or contributes to trivial, insignificant, irrelevant, or trite non-work-related digressions or diversions such as gossip, rumor or hearsay or other forms of unprofessional behavior and conduct, and/or other distracting non-work-related activities that can happen, but do not belong in the workplace.

Relationship Building
1. Interacts in an efficient, professional, and responsive manner with all levels of OneLegacy Governing Board, leadership, staff, business partners, providers, and suppliers.
2. Creates strong and productive relationships with providers, business partners, FSS team and OneLegacy co-workers.
Results Oriented and Respects OneLegacy Mission
1. Understands and identifies with the importance, significance, and serious mission work of OneLegacy including the vision and quality statements and department focus of comforting the families we serve.
2. Focused on achieving and accomplishing the duties and responsibilities of FSS and Operations departments.
3. Concentrates on the fundamental purpose, goals and objectives of OneLegacy and understands the critical nature of FSS and Operations’ role within the organization and its importance to OneLegacy’s mission.
Skills and Abilities:
1. Crisis intervention/ counseling skills.
2. Knowledge of death, dying, and bereavement.
3. Able to work independently.
4. Strong oral, written, and presentation skills.
5. Confident in her/his abilities to be successful.
6. Proactive team player that is able to work successfully with all levels of staff and hospital partners.
7. Organizational and prioritizing skills and recognizes limits/boundaries and seeks help in situations appropriately.
8. Independent judgment skills.
9. Proficient in MS Office Suite Programs (Word, Excel, PowerPoint and Outlook) required.
10. Flexibility.
Attention to Detail
1. Consistent demonstration of a high level of attention to detail, precision, accuracy and customer satisfaction; with low error rates are critical.

Works Independently
1. Utilizes the appropriate resources to ensure duties and responsibilities happen timely and effectively while managing a high volume of work.
2. Performs tasks independently and works effectively with little or no oversight.
3. Works independently and exercises strong problem-solving skills.
4. Exercises independent judgment to adopt or modify methods and standards to meet assigned duties/objectives.
5. Exercises initiative and judgment; and make decisions within the scope of assigned authority.
Technology Skills
1. Dedicates time and energy to keeping abreast of the latest information related to area of expertise and technology.
a. Picks up on technology quickly and integrates into workflow and processes.
2. High level of computer skills as demonstrated in proficient power-user skills with MS Suite (Word, Excel, Publisher and PowerPoint) and Outlook/email/calendar. Ability to utilize database and software programs to perform word processing, mail merge, data entry and QA of donor family contact information, and utilize spreadsheets, databases, and graphics programs on a personal computer to prepare and edit complex documents.
Skilled at MultiTask in Fast Paced Environment
1. Possesses strong prioritization skills and the ability to effectively manage multiple projects and tasks simultaneously, coordinates and tracks workflow and schedules projects and bring projects and tasks to completion in a timely manner.
2. Deals well with complex issues and resolves conflicting priorities.
3. Adapts to changing information, conditions, or challenges with a positive attitude.
4. Possesses creative thinking/problem solving/proactive approach to business challenges to identify and respond to obstacles and/or issues.
5. Flexibility and ability to be productive and work with frequent interruptions in a fast-paced environment.
6. Absorbs and response to shifts in priorities and tight timelines.
7. Learns new technologies and procedures quickly.
8. Works in a fast-paced agile environment.

Additional Skills and Abilities:
1. Compassion, patience, and empathy working with people in crisis and those in grief and strong customer service skills are required.
2. Recognizes limits/boundaries and appropriately seeks help.
3. Ability to honor and be sensitive to cultural, ethnic, religious, and socioeconomic diversity.
4. Interpersonal skills, including the ability to create a positive impression, deal effectively with conflict resolution, work effectively on a team (collaborating and negotiating through shared duties with positive outcomes), and to deal courteously with all levels of management, staff, hospital personnel, vendors, and the general public through telephone, written and in person communications is essential.
5. Strong organizational and time management skills, essential.
6. Knowledge of medical terminology is helpful.
7. Ability to sit for prolonged periods of time while performing tasks.
8. Ability and willingness to learn new tasks is required.

Physical Environment/Working Conditions:
Location: Primary location is the Azusa Corporate office. All OneLegacy offices are non-smoking facilities.
Travel: Occasionally required to travel by personal auto or air to meeting sites and other locations.
Work Hours: Performs a forty-hour workweek as determined by assigned shift. Assigned days and/or shift can be changed according to staffing needs. Must be available to work evenings, holidays, and weekends.

Job Qualifications:
Language: Fluency in Spanish preferred.
Education: Bachelor’s degree in social work, counseling or related field required; Master degree preferred.
Experience: Two-years’ experience providing grief support to the public with special consideration given to providing services to people in crisis situations, both personally and in group settings preferred. Hospital experience preferred.
Certification/License: OneLegacy requires employees to maintain a current California driver’s license and current vehicle insurance based on California minimum insurance coverage standards.
Equipment: Reliable automotive transportation required.
Working knowledge of personal computer and general office machinery (phone, cell, fax, 10-key, photocopier, postage machine and calculator, etc.) required.

Salary Range: $51,251.20 - $79,435.20

The above salary range represents a general guideline; however, OneLegacy considers a number of factors when determining base salary offers such as the scope and responsibilities of the position and the candidate's experience, education, skills and current market conditions.

Benefits

• Medical/Dental/Vision Plans –Employer pays 90% of premium cost for employee and their dependents
• 19 days of PTO
• 2 Floating Holidays
• 10 Holidays
• Life Insurance
• Supplemental Life Insurance
• Wellness Plans
• Employee Assistance Program
• Pet Insurance
• Gym Onsite
• Mileage Reimbursement to applicable positions
• Tuition Reimbursement
• Employee Referral Program
• 403b Retirement Plan with an annual discretionary 8% Employer contribution
• School Loan Forgiveness