Supervisor, Donor Family Support
Summary:
At STA, we believe our superpower is our people. It is no accident that our values are rooted in saving lives through organ and tissue donation. This role is focused on growing, looking for a different way to drive our mission and sustaining the best OPO in the country. The Donor Family Support Supervisor oversees day-to-day operations of the Donor Family Support team and leads special programs, resources, and opportunities for donor families, transplant recipients, and donation partners.
Under the strategic direction of the Director of Marketing Communications, the Donor Family Support Supervisor is responsible for ensuring their team has the tools and resources needed to offer meaningful touchpoints and connection opportunities for donor families. The supervisor will ensure that families receive updates and information within appropriate timeframes, including outcome letters, surveys, and correspondence with transplant recipients if so desired. This role is responsible for leading and executing special projects and events to honor heroic donors and their families, including onsite family visits to STA’s legacy center, various post-donation education/support sessions, and donor recognition events which may be hosted by STA and/or partners. This position supports and encourages the opportunity for donor families and recipients to continue engaging with STA and the STA Foundation.
Qualifications and Skills:
Excellent communication skills required. Must have the ability to communicate effectively with all levels of personnel and to represent the organization publicly
Detail oriented, organized, and able to demonstrate excellent time management skills. Ability to prioritize multiple requests and meet assigned deadlines
Ability to work both independently and as part of a team required
Ability to cope with high levels of stress and able to handle a heavy workload
Ability to travel in light and commercial aircraft or drive his/her personal auto in order to meet all job duties and responsibilities
Essential Job Functions and Responsibilities:
Oversees day-to-day activities for the Donor Family Support team
Promotes and shares unique growth opportunities for each member of the team
Provides routine feedback during 1:1 meetings and delivers annual staff evaluations
Coordinates and encourages ongoing development opportunities in order to invest in team members and continue improving the level of service provided to donor families
Maximizes team resources and oversees department budget
Manages schedules and reviews/approves time off requests, ensuring appropriate onsite staffing to support families during business hours
Maintains department budget and inventory levels, ensuring adequate supply of educational, support, and memory making materials are on hand and available for ordering in the STA swag shop
Leads and executes special projects and events for donor families, including but not limited to post-donation education/support sessions, donor family/recipient meets, wall of hero ceremonies, and donor recognition events which may be in collaboration with hospital/community partners
Serves as primary onsite contact for donor families visiting the legacy center, providing updates and support to family as needed
Continuously seeks ways to further streamline and maximize impact of initiatives which fall under the Donor Family Support team
Collaborates with other STA teams including Family Care, Donor Services, and Hospital Development to identify best practices and ensure continuity of care for the families we serve
Provides guidance to team on interactions with donor families, recipients, and donation partners
Ensures all family touchpoints are prepared and sent within designated timeframes
Connects families with appropriate resources and information, including opportunities to continue engaging with STA through special events/projects, volunteering, and sharing their story
Reviews all outgoing communications to ensure accuracy, spelling, and grammar
Educates STA staff and donation partners about the role of the Donor Family Support team and program by speaking during new hire orientation and various partner education opportunities
Performs other duties as assigned
Compliance:
OSHA CATEGORY DEFINITION: Category 3 - The incumbent in this position has no potential for occupational exposure
The incumbent will have access to confidential material and is required to use discretion with this information and comply with STA Confidentiality policy
Education, Experience, and Licensing Requirements:
Bachelor’s degree preferred. Areas of study could include Communications, Counseling, Ministry, Social Work, Psychology or a related area of focus. Equivalent level of experience will be considered.
Bereavement Facilitator certification preferred within one year of employment; however, relevant experience will be considered.
Previous experience in a supervisory role required
Current Driver’s license required
Physical Environment/Working Conditions:
Normal office environment, travel in light and commercial aircraft, or automobile in order to meet all the duties and responsibilities of the position.