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. 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.