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.
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Day Shift 7:45 am to 7pm
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Position works 7, 12hour rotating shifts over twoweeks including every other weekend.
Family Engagement on Registered Eye-Only Cases
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Makes outreach calls to families of registered eyeonly donors where recovery has occurred within the FPA Dispatch model.
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Supports and validates family emotions, offering reassurance while guiding families through a complex and emotional conversation.
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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.
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Advocates for donation by highlighting the lasting impact of donation on recipients and addressing any concerns expressed by families.
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Guides the NOK through the FPAOcular disclosure process to ensure compliance with legal and ethical standards.
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Acts as a subject matter expert in donation discussions, continuously seeking ways to improve family engagement and maximize the potential for donation and transplantation.
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Collaborates with shift leadership to address family concerns or emotional escalations appropriately.
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Completes the FPA Disclosure and all necessary documentation with the NOK to facilitate the use of donated tissue for transplant and/or research.
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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.
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Accurately documents and submits all required information to facilitate tissue safety and compliance with agency and regulatory standards (FDA, EBAA).
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Assesses transplant potential by assessing the donor’s DRAI.
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Upholds documentation integrity, timeliness, and attention to detail across systems.
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Works closely with the Dispatch team to ensure timely and accurate assignment of postrecovery family followup.
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Escalates challenging cases or family objections appropriately to shift leadership.
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Communicates with Recovery, DE, QA, and Partner Relations as needed to ensure alignment with postrecovery processes.
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Participates in ongoing training and debriefings related to FPA Dispatch and family approach techniques.
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Provides input to improve scripting, training, and escalation models within the FPA Dispatch pathway.
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Maintains active awareness of policies related to donor registration, eyeonly recovery criteria, and disclosure best practices.
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As needed, assists DSC02s with NOK calls and donor paperwork accordingly.
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Actively participates in other projects and duties as assigned.
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A personal dedication to organ donation required.
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Strives to support the Mission, Vision, and Values of Lions World Vision Institute in all daily activities.
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Completes continuous training requirements to maintain proficiency and improve performance in a rapidly changing work environment.
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Additional duties as assigned.
To be successful in this position, an individual should demonstrate proficiency in the responsibilities above and possess:
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Demonstrates a commitment to learning and applying AATB, FDA, and EBAA guidelines and regulations related to LWVI eye and tissue donor screening and recovery.
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Eagerness to understand and adhere to LWVI donor criteria, policies, and all Donor Services protocols/SOPs, with a focus on maintaining uptodate training and performance standards.
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Strive to maintain department performance goals.
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Experience or aptitude for conducting sensitive conversations with grieving families.
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High emotional intelligence, tact, and ability to deliver potentially distressing information with empathy and professionalism.
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Comfort navigating cases where recovery has preceded family notification.
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Strong verbal and written communication skills.
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A commitment to excellence in donor advocacy and regulatory compliance.
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High school diploma or equivalent required; additional education in a healthcare, psychology, or social workrelated field is a plus.
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Prior experience working with grieving families, in crisis response, or in emotionally sensitive conversations is strongly preferred.
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Familiarity with medical terminology or healthcare environments is preferred but not required—training will be provided.
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Experience in donation, hospice, funeral home, tissue banking, or call center environments is considered a plus.
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Excellent oral / written communication and teambuilding skills, with the ability to collaborate effectively with all staff and contribute to a positive environment both in person and remotely.
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Ability to effectively communicate professionally as a representative of the organization with external partners, donor families, and leadership.
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Ability to convey complex, timesensitive information compassionately and clearly.
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Ability to demonstrate adaptability and flexibility in prioritization, organizational, and multitasking skills.
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Proficiency in managing emotionally charged conversations with grace and patience.
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Attention to detail and accuracy in donor documentation.
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Capacity to work independently with strong selfdirection and accountability.
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Ability to process details pertaining to death is essential.
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Must possess an internet speed of at least 100mbps for remote access.
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Ability to work independently and as a part of a team.
Lions World Vision Institute is a nonprofit organization committed to honoring vision as a basic human right. Our work extends around the globe and includes donor family and recipient support, advanced tissue preparation for transplant cases, innovative research and technology development, eye bank and surgeon training programs, pediatric vision services, and community-based education in local and international communities for those who are visually impaired. With our worldwide ecosystem of eye banks, surgeons, and research leaders, we work tirelessly to honor a donor’s gift by protecting and supporting sight restoration for hundreds of thousands of people—transforming lives around the world…. So the world can see.
