Family Engagement Coordinator

Responsibilities

• Works within established guidelines, exercising independence while adhering to defined regulatory, ethical, and organizational requirements.
• Responds on-site to donor hospitals, including but not limited to intensive care units and emergency departments, to provide compassionate support and advocacy to potential donor families on a 24/7 basis as assigned.
• Follows standardized processes with minimal supervision, using SOPs and regulatory guidance as the primary framework for processes and practice.
• Performs self-directed work within a structured environment, maintaining accountability to supervisory leadership.
• Adheres to SOPs to ensure consistent, high-quality output in their own work and to support quality assurance across peer practice.
• Initiates and leads sensitive mostly in-person, and when directed, telephonic conversations with next-of-kin (NYS AGA) regarding organ and tissue donation, often in high-pressure and emotionally charged situations.
• Independently manages routine and moderately complex family engagement interactions, including elevated emotional situations, potential conflict, and cultural or religious considerations.
• Provides guidance, education, and advocacy for donation options while respecting grief, cultural, religious, and individual family dynamics.
• Applies advanced judgment in assessing family readiness, dynamics, and support needs.
• Facilitates communication and coordination between donor families, LiveOnNY, hospital medical care teams of physicians and nurses, and LiveOnNY clinical and operational teams to ensure a collaborative, coordinated donation process.
• Supports and participates in orientation, training, and skill development of Family Engagement Coordinators as assigned.
• Maintains accurate, timely, and complete documentation of material family interactions, decisions, and authorization outcomes in compliance with federal regulations, CMS requirements, and LiveOnNY policies.
• Works within established guidelines with a high degree of autonomy, exercising advanced judgment while adhering to regulatory and LiveOnNY policy requirements.
• Provides real-time guidance and coaching to peer staff during challenging family engagement interactions.
• Applies advanced regulatory interpretation to support compliant and ethical practice.
• Identifies systemic practice issues and supports quality improvement and training initiatives.
• Identifies best practices and deviations from required practice and escalates appropriately in accordance with LiveOnNY SOPs.
• Participates in essential duties including but not limited to on-call rotations, including nights, weekends, and holidays, and maintains readiness to travel to multiple donor hospitals as required.

Qualifications

• Bachelor’s degree in social work, psychology, counseling, registered nurse, or a related field preferred.
• A minimum of 5 years of demonstrated experience and ability in managing complex family engagement conversations independently.
• Minimum 5 years of experience in OPO, healthcare, crisis counseling, social work, bereavement services, or family advocacy.
• Exceptional verbal and written communication skills, with demonstrated ability to navigate difficult conversations with empathy and professionalism.
• Demonstrated ability to remain calm, supportive, and effective in emotionally charged and emergency settings.
• Valid driver’s license and ability to travel to donor hospitals as required.
• Ability to participate in 24/7 on-call rotations.

Benefits

• Competitive salary & comprehensive benefits package.
• 403(b) deferred annuity.
• Medical/Vision/Dental.
• Tuition reimbursement.
• Paid time Off.
• Pet Insurance.
• Life Insurance and Disability plans.
• Salary Range: $70,142.00 -132,773.00 annual salary, dependent on experience, qualifications and role level.