• Displays passion for serving patients & families; strongly embraces the concepts of PFCC.
• Strong leadership skills and ability to lead and motivate individuals and groups toward the accomplishment of assigned tasks and organizational goals.
• Analytical ability to serve in an advisory/consultative role determining or developing strategies, complex written materials, business plans, policies, processes, protocols, and methods.
• Demonstrated aptitude for fostering innovative approaches in a complex system.
• Excellent communication and interpersonal skills to work productively with all levels of hospital personnel, to communicate effectively with diverse populations, and for frequent contact with patients and families in a variety of situations.
• Demonstrated capability in developing a collaborative approach to achieve organizational goals. Must be able to analyze and assess resources appropriate to scope of responsibility and design a course of action consistent with the strategic plan.
• Proficient in the use of Microsoft applications (Word, PowerPoint, & Excel) and experience with database systems.
• Ability to work independently, exercise appropriate action and good business judgement.
• Ability to manage multiple priorities, organize tasks, and maintain control of work flow.

• Plans, organizes and oversees all staff and operations within the Volunteer and Family Support department in alignment with departmental, facility and MLH goals and objectives.
• Provides strong leadership to foster and promote a comprehensive culture of PFCC throughout the assigned facility(s). Acts as a change agent and exemplary leader for creating and spreading a uniform approach across the facility.
• Oversees development and administration of programs and systems for volunteer training, placement, retention and recognition.
• Responsible for the strategic development and direction of a comprehensive program designed to support facility-wide improvement in delivering patient care under the PFCC model.
• Leads planning, execution, integration and implementation of PFCC initiatives and activities for the facility.
• Serves as an internal resource and subject matter expert on PFCC.
• Understands the needs of the organization and has the ability to determine situations in which volunteers, family partners and community groups can meet organizational needs.
• Works with MLH leaders and families to solve complex problems and issues concerning their care and experience.

• Leads the development and coordination of patient and family advisors, partners, and committees to effectively build partnerships among health care providers, patients, and their families.
• Serves as liaison between senior leadership, medical staff, and Family Partner Council to inspire, build confidence, forge alliances, and garner support.
• Develops partnerships and affiliations with various external providers and organizations to optimize and promote PFCC and volunteer service opportunities.
• Develops, implements, and monitors partner satisfaction assessments.
• Represents PFCC program and volunteer and family support efforts to national, state, and community agencies and organizations.

• Engage health care practitioners in trainings to listen and honor patient and family perspectives and choices.
• Facilitate patient and family knowledge, values, beliefs, and cultural backgrounds into planning and delivery of care.

• Collects, evaluates, and tracks trends to monitor progress and identify areas for improvement.
• Performs on-going assessments to identify needs in education, training, programs, and services.
• Reports complaint and grievance data to quality committees or as directed.
• Prepares and submits reports to senior management on program operation, recommended changes, and goal attainment.
• Monitors adherence to applicable laws, regulations, and accreditation requirements.

• The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion.
• Must have good balance and coordination.
• The physical requirements of this position are: light work - exerting up to 25 lbs. of force occasionally and/or up to 10 lbs. of force frequently.
• The Associate is required to have close visual acuity to perform an activity, such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; or extensive reading.
• The conditions to which the Associate will be subject in this position: The Associate is not substantially exposed to adverse environmental conditions; job functions are typically performed under conditions such as those found in general office or administrative work.

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