Donor Family Services Coordinator - Gift of Hope

Gift of Hope is proud to serve as the federally designated not-for-profit organ procurement organization (OPO) that coordinates organ and tissue donation and provides compassionate service to families of donors in the northern three-quarters of Illinois and northwest Indiana.

Since our inception in 1986, we have coordinated donations that have saved the lives of more than 23,000 organ transplant recipients, and improved the lives of hundreds of thousands of tissue transplant recipients. As one of 58 organ procurement organizations that make up the nation’s organ donation system, we work with 183 hospitals in our donation service area.

The Donor Family Services Coordinator (DFSC) role is the first point of contact for the Donor Family Services Department; responsible for receiving, documenting and disseminating all incoming donor family and recipient communications; collaborates with Donor Family Specialists for follow-up action as necessary and creating & executing donor family events; responsible for outgoing communications to donor families and recipients, including initial outcome letters, surveys, aftercare resources, and invitations.

Salary Range: $49,840-$56,070

Essential Functions

The following essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation:

• Support Gift of Hope’s mission and vision, and demonstrate core values of passionate people, outstanding teams, and compassionate service
• Manage donor family mass communications to assure accuracy and timeliness without inundation
• Facilitate the exchange of correspondence between donor families and recipients including reading the letters to ensure there is no solicitation; tracking and uploading letters, escalating any questions or requests to Donor Family Specialists and forward to other party, transplant center or OPO
• Manage Donor Family Services inventory including, but not limited to: tracking collateral in inventory log, monitoring & ordering, stocking closet, and coordinating delivery
• Oversee memory box program including coordinating workshops, assurance of readily available collateral, and distribution to donor families whose authorization/ acknowledgement was obtained via recorded line
• Collaborate with Specialists to host Donor Family Services events within entire designated service area including managing invitation, registration, catering, supplies and documentation
• Manage volunteers for Donor Family Services tasks
• Respond to incoming phone calls, emails, website inquiries
• Enter clear and complete documentation for every interaction regarding specific donor
• Compose database lists as needed
• Coordinate donor quilt display requests
• Collaborate with internal and external partners to facilitate departmental objectives
• Other duties as assigned

Education and Training Required

The following identifies the minimum education and training required to perform the essential functions of the job:

• A high school diploma or equivalent; bachelor’s degree in healthcare administration or a related field, or equivalent work experience preferred

Experience and Skills Required

The following indicates the minimum skills and experience required to perform the essential functions of the job:

• 3 to 5 years’ experience in patient relations, social service, fundraising administration, or a related field
• Strong organizational skills
• Attention to detail
• Effective oral and written communication skills
• Intermediate skills in Excel and Word
• Compassion and empathy

Physical and Emotional Demands

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• Ability to function in a normal office environment
• Ability to drive personal auto to perform job functions
• Ability to work outside normal business hours on occasion
• Ability to lift and move 30 pounds

Work Environment

The work environment characteristics described here are representative of those that will be encountered by an employee while performing the essential functions of the job.

• Normal office environment
• Work at other locations as needed
• Work outside of regular business hours including evenings and weekends
• Occasional overnight travel required

The policy of Gift of Hope Organ and Tissue Donor Network is to promote equal employment opportunity through a positive and continuous program of specific practices designed to ensure the full realization of equal employment opportunity without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, or status as a disabled veteran, recently separated veteran, other protected veteran, or Armed Forces service medal veteran designated under the Vietnam Era Veterans' Readjustment Assistance Act, as amended (VEVRAA).  This reaffirms our commitment to this policy.