Craniofacial Program Family Specialist (Part Time, days)

Minimum Job Requirements

• 2-4 years of customer service experience
• Prior experience as a parent or family member of a child with a craniofacial difference or special needs
• Experience in dealing effectively with people in stressful situations

Knowledge, Skills, and Abilities

• Bachelor’s degree in Psychology, Education, Public Health, or related field preferred.
• Excellent organizational skills.
• Ability to function independently and effectively in a fast-paced environment.
• Ability to meet deadlines, prioritize multiple projects, and manage time effectively.
• Able to attend assigned training sessions, including off-site training as assigned.
• Ability to advocate for families in a complex ICU environment.
• Excellent leadership skills to bring about improvement in organizational culture.
• Excellent interpersonal skills with families in crisis.
• Ability to work in a team to achieve goals.
• Excellent negotiation skills in a diverse and multicultural environment.
• High level of sensitivity to confidential information.
• Excellent verbal, written, and presentation skills.
• Ability to effectively communicate with all levels of the organization.

Job Summary

Develops and implements informational, educational, and emotionally supportive programs to families of the Craniofacial Center and staff. 

Job Specific Duties

• Develops programs and implements Craniofacial family support and utilizes evaluation tools to assess effectiveness and success of programs.
• Coordinates patient/family activities and events and distributes or makes accessible family support materials and products.
• Develops peer-to-peer mentoring. Solicits, interviews, trains, and coordinates volunteers to provide support to Craniofacial families.
• Serves as an advocate to develop programs, services, etc. to improve the experience of families/parents at the prenatal, newborn, and weekly Craniofacial Clinic.
• Facilitates effective communication between patients, families, and providers to enhance family-centered care and ensure common goals.
• Negotiates and mitigates family expectations to promote satisfaction, ensure quality, and safety and minimize risk.
• Conducts rounds with patients/families to obtain feedback regarding the family’s hospital experience.
• Participates in the Craniofacial Quality Improvement Committee and NCH Family Advisory Council.
• Proactively monitors trends in patient/family concerns to identify systematic, process, or cultural barriers to the delivery of patient/family-centered care.
• Seeks opportunities for appropriate family participation in the development of institutional improvement strategies.
• Tracks parent and family satisfaction and designs strategies to increase satisfaction. Identifies opportunities for staff education and facilitate learning to staff in customer service improvement.
• Identifies useful and appropriate resources for NICU/preemie families and works to implement system.
• Provides training/education to the Craniofacial Team and throughout the institution on effective tools for establishing interpersonal connections with families.
• Works collaboratively with NICU staff to educate them on the perspectives of families.