Family Support Advocate

At LiveOnNY we save lives, provide comfort, and strengthen legacies through organ, eye and tissue donation for the 13 million New Yorkers we serve. We are looking for Family Support Advocates who are ready for a life-changing career with growth!! The Family Support Advocate is responsible for on-site response and advocation for donation. You will support families throughout the organ and tissue donation process, by initiating timely donation conversations with families either in person or telephonically in collaboration with hospital partners. The Family Support Advocate supports and fosters the Mission, Vision and Core Values of LiveOnNY and its commitment to organ and tissue donation.

RESPONSIBILITIES:Delivers high-quality bereavement support to potential donor families needed for potential donor families throughout the entire designated service area. Discuss donation in an empowering and inspiring manner. Providing education to potential donor’s Authorizing Party (AP) about donation options, status of donor designation, or requesting authorization for donation from legal NOK.Obtains authorization or disclosure with first person authorization and conducts a uniform donor risk assessment questionnaire (UDRAI) with appropriate AP/surrogate of the potential organ donor.Works in strong collaboration with hospital personnel, LiveOnNY’s Family Service Lead (FS Lead), LiveOnNY’s Administrator-on-Call (AOC), Referral Administrator (RA), and clinical staff to evaluate and determine the best time to discuss the opportunity for donation with potential donor families.

DOCUMENTATION ONGOING FAMILY SUPPORT:Refers donor families to LiveOnNY’s Aftercare Services Support Program and community agencies.Assess families understanding of grave prognosis and brain death declaration.Completes accurate, and timely documentation of donor-related activities in computerized confidential donor record system.Supports donor families by attending OR in Donation After Circulatory Death Donation (DCDD).Ensures the maximization of donation opportunities by working closely with the Organ, Tissue, and Hospital Services departments.Attends after action review with the Healthcare team.Conducts in-services as needed, providing education on-site to Healthcare team members.

OTHER RESPONSIBILITIES:Meets organization’s goal for overall authorization rate.Adheres to LiveOnNY’s Code of Excellence at all times.Performs other duties as assigned.Demonstrates sensitivity to diverse populations and their beliefs. Remains culturally competent through continued education opportunities. Actively leads or participates with clinical approach staff in all required on-site huddles (i.e. Care team briefs, pre-approach huddle, post-approach huddle) providing critical information related to family dynamics, identified support system and or outcome of family conversations. May serve as a first responder on organ referrals; responsible for collecting basic information from the potential donor’s chart and providing that information to Clinical Services. Maintains current knowledge of the donation and transplantation industry.

CORE BEHAVIORAL COMPENTENCIES

Reliability Takes responsibility for their actions and recognizes how the consequences of those actions impact others.Consistently adheres to LiveOnNY's protocols and policies.Aware of time constraints and manages time well.

Passion

Demonstrates a sense of urgency towards efficiently completing tasks and procedures.Takes initiative during chaotic moments to restore calm and order.

Dual Advocacy

Demonstrates a genuine balance of care and compassion for both donors and recipients.Recognizes and celebrates the power of organ/tissue donation and transplantation.Establishes trustworthiness, knowledge, and sincerity in conversation and action.Shares complex messages in a clear, understandable way.

Continuous Improvement Mindset

Enthusiastically seeks opportunities to develop new knowledge and abilities.Solicits feedback on their workplace performance from others and is receptive to constructive feedback.Seeks to understand various points of views and processes of others, to improve their own skillset.Objectively adapts to changes in processes.Ability to evaluate one’s own strengths and weaknesses for continued professional growth.

Safety Mindset

Plans and implements process improvements to prevent errors before they occur.Demonstrates a broad knowledge of the recovery processes if in a clinical or applicable role.Assesses risks to increase safety and mitigate errors.Perceives problems before they arise and utilizes their team and experience to find a solution.

Resiliency Demonstrates flexibility in the face of perceived challenges.Recognizes the level of stress their role may cause and develops healthy coping mechanisms

Team PlayerUnderstands the skills of team members and to what degree that influences their role to better complete a task, project, or successful recovery as applicable to their position.Contributes experiences and perspectives to foster an environment of collaboration between team members.Has positive cross-functional relationships that fosters a “we” mentality within the organization.Ability to sustain respect, while working in a challenging environment, to achieve improved outcomes.Willing to make a personal sacrifice or assume an unpleasant task for the benefit of the team.

Models LiveOnNY ValuesMakes decisions and conducts themselves in a manner which is consistent with LiveOnNY's mission, vision, and values.Models organizational policies and regulations, while encouraging others to do the same.Upholds the credibility of LiveOnNY and this position, in the Organ Procurement Organization (OPO) and related industries based on performance.Speaks passionately and positively about organ and tissue recovery, and their role as a LiveOnNY team member.

EXPERIENCE REQUIRED:Work experience that includes field/onsite deployment; Group/Patient/Customer Teaching; Advocacy; Customer Service Excellence & Service Recovery.Experience working within interprofessional, multi-disciplinary teams or groups. Your previous experience may include but not limited to: Patient Services/Relations or Navigator, Sales, Motivational Interview Training, Child Life Specialist, EMT/Paramedic, Customer Service Representative, Crisis Management, Substance Abuse Counselor, Health Administrator/ Community Case worker/ Social worker, Nursing-LPN, Educator/Teacher. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must possess a valid driver’s license and own a car. In person position.

LiveOnNY offers a competitive salary & comprehensive benefits package.

403(b) deferred annuityMedical/Vision/Dental/LifeTuition reimbursementPaid time OffPet InsuranceLife InsuranceCellular plan discountsAuto Insurance discounts