Family Services Manager

Job Description

Job DescriptionDescription:

Job Title: Family Services Manager

Department: Family Services

Reports to: Director of Family Services

FLSA Status: Exempt

Date Revised: July 2025

Position Summary

The Family Services Manager provides hands-on operational leadership and team oversight within the Family Services department. This role ensures efficient, high-quality service delivery while supporting LOPA’s mission and values. As a front-line leader, the Manager fosters a culture of accountability, collaboration, and professional growth.

Key Responsibilities

• Strategic Leadership: Contributes to departmental goals and initiatives in alignment with LOPA’s mission and strategic direction. Supports the implementation of new projects, policies, and performance metrics that drive continuous improvement.
• Operational Management: Oversees day-to-day departmental operations to ensure regulatory compliance, efficiency, and service quality. Manages resources, scheduling, Time card approvals, and systems that support effective workflows.
• Talent & Culture Development: Leads and mentors staff to promote a high-performing, inclusive team culture. Provides coaching, facilitates training, and partners with HR on staffing and performance development.
• Stakeholder Engagement: Collaborates with peers, leaders, and external partners to support seamless operations and cross-functional alignment. Serves as a point of contact for issue resolution and service coordination.
• Family Services Oversight: Oversees daily operations of the Family Services Department including Approach Support call participation, Family Advocate scheduling, donation conversation documentation, quality compliance, maintaining up to date policy and Work Instructions, staff training coordination, data review, equipment oversight, and compassionate communication with donor families while ensuring adherence to regulatory guidelines and organizational standards
• Additional Responsibilities: Participates in departmental meetings and audits, maintains documentation, supports policy and process updates, and contributes to strategic planning and readiness activities. Performs other duties as assigned.

Requirements:

Qualifications & Competencies

• Bachelor’s degree from a four-year college or university preferred; equivalent combination of education and experience may be considered.
• 3+ years of supervisory or leadership experience in healthcare, clinical operations, or a related field
• Demonstrated ability to communicate compassionately and effectively with grieving families in emotionally charged situations, with sensitivity and adaptability to diverse populations and belief systems surrounding end-of-life decisions.
• Ability to manage 24/7 on-call rotation schedules and support real-time deployment of Family Advocates to ensure timely donation conversations.
• Strong understanding of compliance, safety, and quality standards
• Demonstrated ability to lead people and processes effectively in a fast-paced environment
• Skilled communicator with strong relationship-building and coaching abilities
• Proficient in Microsoft Office, Google Workspace, and organizational systems
• Committed to ethical leadership, service excellence, and inclusive team culture

Work Environment & Expectations

• Full-time, salaried position
• Participates in AS call schedule, 24-hour shifts, approximately 5 shifts per month, or as requested to meet the needs of the department
• Onsite presence required for evaluation of employee performance up to 3 days per week, or as needed to meet the needs of the department
• May require after-hours availability and occasional travel
• Office and clinical environments; occasional exposure to clinical materials
• This position may require the ability to lift, move, or reposition equipment and/or patients. Tasks may be performed independently or with assistance from team members or appropriate devices. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

ADA & EEO Compliance

LOPA provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA). If you need accommodation for any part of the employment process, please contact Human Resources.

LOPA is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.