Donor Services Coordinator - FPA Dispatch

Position Purpose The Donor Services Coordinator – FPA Dispatch (DSC-FPAD) serves as a specialized member of the Donor Services team, dedicated to supporting registered eye-only donation cases within the FPA Dispatch model. In this unique role, the DSC-FPAD is responsible for engaging with families after the donor has been recovered, often representing the first point of contact following the donation. This approach requires exceptional emotional intelligence, professionalism, and sensitivity, as families may be learning of their loved one’s donation post-recovery. The DSC-FPAD guides families through legally required documentation with empathy, clarity, and respect, ensuring donor authorization is honored while maintaining transparency and emotional support. This position focuses exclusively on registered, eye-only family approaches, completion of the FPA-Ocular disclosure, conducting eye-only DRAIs, and ensuring full comprehension and completion of donor paperwork. This role plays a critical part in upholding the integrity of the donation process while offering meaningful support to families during a complex and emotional moment. Work Type: Remote eligible; local candidates may be asked to be on-site on Wednesdays. Schedule: Day Shift, 8:00am to 8:00pm ET. Position works 7, 12hour rotating shifts over twoweeks including every other weekend. Essential Duties and Responsibilities Family Engagement on Registered Eye-Only Cases Makes outreach calls to families of registered eyeonly donors where recovery has occurred within the FPA Dispatch model. Supports and validates family emotions, offering reassurance while guiding families through a complex and emotional conversation. Provides compassionate, informative communication to explain the nature of FirstPerson Authorization (FPA) and the need for continued partnership with the legal Next of Kin (NOK) to uphold the authorization and endoflife wishes through required documentation. Advocates for donation by highlighting the lasting impact of donation on recipients and addressing any concerns expressed by families. Guides the NOK through the FPAOcular disclosure process to ensure compliance with legal and ethical standards. Acts as a subject matter expert in donation discussions, continuously seeking ways to improve family engagement and maximize the potential for donation and transplantation. Collaborates with shift leadership to address family concerns or emotional escalations appropriately. Documentation and Risk Assessment Completes the FPA Disclosure and all necessary documentation with the NOK to facilitate the use of donated tissue for transplant and/or research. Performs donor risk assessment interviews (DRAIs) specific to eyeonly cases—adult, pediatric, and birthmother—asking sensitive medical and behavioral questions with tact, poise, and compassion. Accurately documents and submits all required information to facilitate tissue safety and compliance with agency and regulatory standards (FDA, EBAA). Assesses transplant potential by assessing the donor’s DRAI. Upholds documentation integrity, timeliness, and attention to detail across systems. Interdepartmental Collaboration Works closely with the Dispatch team to ensure timely and accurate assignment of postrecovery family followup. Escalates challenging cases or family objections appropriately to shift leadership. Communicates with Recovery, DE, QA, and Partner Relations as needed to ensure alignment with postrecovery processes. Additional Responsibilities: Participates in ongoing training and debriefings related to FPA Dispatch and family approach techniques. Provides input to improve scripting, training, and escalation models within the FPA Dispatch pathway. Maintains active awareness of policies related to donor registration, eyeonly recovery criteria, and disclosure best practices. As needed, assists DSC02s with NOK calls and donor paperwork accordingly. Actively participates in other proje…

View the full posting and apply