Organ Family Services Coordinator (Bereavement/Crisis Counselor)

General Job Summary

Under the general direction of the Manager or Senior Director, Family Services, Organ, the Organ Family Services Coordinator 1 (OFSC 1) supports Infinite Legacy’s mission by compassionately engaging families at the optimal time to discuss the opportunity for donation. This position plays a pivotal role in securing authorization for organ donation through skilled, ethical and empathetic conversations while partnering closely with the Aftercare team to connect families with grief and support resources.

The Organ Family Services Coordinator 1 is responsible for initiating, leading and documenting authorization discussions, maintaining clear communication with Infinite Legacy team members, hospital, and external partners and ensuring families experience a seamless transition from donation through aftercare.

The position emphasizes standardization, quality, and alignment with organizational and regulatory standards. Information is to be articulated in an easily understood and accurate manner to families whose ability to process information is impaired by emotionally traumatic circumstances.

Infinite Legacy’s Organ Family Services Coordinator I coordinates and facilitates emotional support during and after the discussion of the donation process. The Organ FSC 1 will be aware of and sensitive to diversity of all kinds (cultural, religious, educational, etc.) while working with families and hospital staff.

Performance is measured by the effectiveness and consistency of authorization practices, which includes supporting families through grief, advocating for the potential donor’s voice and the recipients waiting for transplant. Collaboration with Aftercare to enhance the family experience, and contributions to organizational outcomes and continuous improvement will be tenants to success.

This position requires travel within Infinite Legacy’s donor service area and participation in a rotating call schedule.

Education and Experience

1. Bachelor’s or Master’s degree in nursing, social work, psychology, counseling, or related healthcare field preferred; equivalent clinical or counseling experience considered.

2. 1-2 years’ experience in an acute health care setting (preferred), hospice, bereavement counseling center, crisis intervention, etc. where there was active involvement in issues involving death, dying, grief and loss.

Required Skills/Abilities

• Ability to interact with grieving families in a supportive, empathic manner while taking into consideration actual or potential cultural diversities.
• Ability to communicate effectively, verbally and in writing to provide information to donor families, recipients, health care personnel, and the general public.
• Ability to comfortably use technology to access and utilize Infinite Legacy databases, draft letters, send/receive email, and access the Internet for vital information/resources to assist donor families. Must have the ability to connect to the Internet safely with speeds capable of supporting both a VoIP phone and laptop. The requirements for such can change at any time and the user must be able to able to maintain current technologies.
• Must be highly accountable and able to work autonomously. Must possess a high level of self-motivation and well-developed time management, organizational, and problem-solving skills.
• Organ FSCs will do thirteen 12-hour shifts per month in addition to simulation time with both external and internal partners, team, and organizational meetings.
• Ability to travel throughout Infinite Legacy’s Donor Services Area.

Duties/Responsibilities

1. Responds promptly to donor referrals, leading families through donation discussions with compassion, professionalism, and integrity.

2. The Organ FSC 1 will establish initial contact with the potential donor family and advocate for organ and tissue donation by engaging families in meaningful, respectful trauma and grief informed discussions.

3. Will work collaboratively with hospital partners to strengthen trust, building and maintaining relationships.

4. Ensures the family’s understanding and comfort throughout the authorization process through clear, sensitive, and transparent communication.

5. Will partner with the Aftercare team to ensure seamless transition and ongoing support for donor families following authorization and recovery. Families will receive bereavement services through aftercare and/or FSC 1 may identify hospital or community resources to provide this service. The plan for grief and bereavement services will be communicated to fellow Infinite Legacy staff responsible for following the referral for donation.

6. Engages in ongoing education, simulation training, and skill development to maintain and advance authorization and family support expertise. Completes all necessary documentation within the timeframes established by Infinite Legacy and its regulatory bodies.

7. Works in conjunction with appropriate Infinite Legacy staff and funeral homes during local organ and/or tissue cases. Collaborates closely with clinical personnel, CRC, DSC, AOC, HS, and TR during donor management to ensure that donor families’ needs are communicated to the Infinite Legacy team.

8. Initiates follow-up support to donor and non-donor families when appropriate within the timeframes established by Infinite Legacy and its regulatory bodies.

9. Responsible for offering the option of organ and tissue donation in accordance with all state, federal and industry related regulations. Provides family a copy of an authorization or disclosure and completes the medical/social history proficiently.

10. Attends regularly scheduled Infinite Legacy staff meetings, FS team meetings, and case review in person if not on call or on PTO.

11. Responds to emails within 24 hours M-F when on call and off call if not on PTO.

12. Maintains readiness and flexibility to assist with staffing needs, high-volume periods, and emergent donor cases.

The Organ Family Services Coordinator I is a compassionate and skilled communicator who leads the authorization process while ensuring that every donor family receives continued support through close collaboration with Aftercare. This position is central to Infinite Legacy’s mission to save and heal lives, honoring both donors and their loved ones through excellence in service, ethics, and empathy.

At Infinite Legacy, we care about our employees' well-being, both at work and in life. That's why we offer an excellent benefits package designed to support you and your family.

Our Benefits Include:

• Health, Dental & Vision Insurance: Comprehensive coverage for you and your loved ones that offers minimal cost to the employee and extraordinarily low deductibles.
• Paid Time Off: Take the time you need to relax and recharge with ten company paid holidays and one personal day annually as well as a very generous paid time off accrual.
• 401K: Plan for your future with employer contributions. Contribute to your retirement on day one of employment that is 100% vested with a 6% match.
• Life & Disability Insurance: Peace of mind, no matter what happens. Infinite Legacy offers company paid life insurance, short-term disability and long-term disability
• Pet Insurance Discounts: Because your furry friends matter too! Realize significant discounts on medical care and prescriptions.
• Tuition Reimbursement: We support your growth and development with education assistance.

Join our team today and experience a workplace that truly values you!

This position requires employees to be fully vaccinated and be able to provide proof.