Bereavement Coordinator & Volunteer Liaison (Full Time)

About North Country Healthcare (NCH):

North Country Healthcare is a non-profit affiliation of four medical facilities, Androscoggin Valley Hospital, North Country Home Health & Hospice Agency, Upper Connecticut Valley Hospital, and Weeks Medical Center, located in the White Mountains Region of New Hampshire. NCH includes numerous physicians and medical providers at multiple locations. This leading comprehensive healthcare network which employs hundreds of highly-trained individuals delivers integrated patient care through three community hospitals, specialty clinics, and home health and hospice services. NCH remains committed to the health and well-being of the communities we serve. As a valued team member this role emphasizes advancing High-Reliability Organization (HRO) principles, embedding a culture of safety, accountability, and consistent high performance.

POSITION SUMMARY:

Adhering to System Values, Service Excellence and Standards of Behavior, The Hospice Bereavement Coordinator & Volunteer Liaison is responsible for the development, coordination, implementation, and evaluation of the hospice bereavement and volunteer programs. This position ensures compliance with Medicare Conditions of Participation related to bereavement services and volunteer utilization while supporting patients, families, caregivers, and community members throughout the hospice journey and bereavement period.

The Bereavement Coordinator & Volunteer Liaison works collaboratively with the interdisciplinary team to provide emotional support, grief resources, volunteer services, and community education that enhance the quality of hospice care. This position works in close collaboration with the Social Worker (MSW), Interdisciplinary Team members, and agency leadership. Services are provided under the clinical supervision of the Social Worker (MSW) or other qualified professionals as designated by the Hospice Program Manager, consistent with 42 CFR §418.64(d)(i).

ESSENTIAL QUALIFICATIONS

Education:

• A Bachelor's degree in Business Administration, Healthcare Management, Social Work, Psychology, Counseling, Human Services, or a related field is required, or in lieu of formal education, an additional 8 years of experience in the field is acceptable.

Certification:

• Certified in Thanatology (CT) through the Association for Death Education and Counseling (ADEC) -- preferred if held at hire; encouraged as a professional development target within 2 to 3 years if not yet held.
• Certified Grief Support Practitioner (GSP-C) through the American Academy of Grief Counseling preferred.
• All employees and contracted staff will have either successful completion of an American Heart Association* accredited course in Basic Life Support (BLS), or ACLS and PALS combined (for clinical staff), Heartsaver CPR AED (for nonclinical staff), and renewal on a regular basis.

*Refer to the NCH Life Support Certification Policy for position-specific requirements.

Licensure:

• Valid Driver's license and reliable personal transportation required.

Skills:

• Proficiency with Microsoft Office suite required; familiarity with electronic health record (EMR) documentation preferred.
• Demonstrated ability to maintain professional composure and appropriate personal boundaries when working with bereaved individuals and families.

Work Experience:

• Minimum one year of experience in hospice, palliative care, bereavement support, or a closely related field preferred.
• Direct experience working with bereaved individuals or grief support programs preferred.
• Experience recruiting, coordinating, or supervising volunteers in a healthcare or nonprofit settingpreferred.

ESSENTIAL FUNCTIONS:

Key Medicare Hospice CoP Responsibilities Include:

1. Bereavement services available for at least 13 months after death.

1. Ongoing bereavement assessment and follow-up.

1. Volunteer recruitment, training, supervision, and utilization.

1. Participation in IDT and QAPI activities.

1. Compliance with hospice volunteer requirements under Medicare Conditions of Participation.

Bereavement Program

1. Coordinate and oversee the hospice bereavement programin accordance withMedicare Conditions of Participation.

1. Provide pre-bereavement support and bereavement assessment during the active hospice episode, in coordination with the IDT and prior to the patient's death,consistent with 42 CFR §418.54(b)(7).

1. Ensure bereavement assessments arecompletedand individualized bereavement plans are developed.

1. Maintain ongoing contact with bereaved family members and caregivers for up to 13 months following a patient's death.

1. Maintainaccurateandtimelydocumentation of all bereavement contacts, risk assessments, and plan of care entries in the agency EMR.

1. Facilitate grief support groups and educational offerings asappropriate.

1. Provide grief resources and referrals to community support services.

1. Support implementation and ongoing use of post-death bereavement tracking, including logging outreach contacts at each touchpoint within the 13-month follow-up window.

1. Generate reports and summary data on bereavement program activity to support quality monitoring and QAPI review; serve as primary data steward for bereavement follow-up completion rates.

1. Identify individuals at elevated risk for complicated grief and coordinate appropriate interventions.

1. Participate in Interdisciplinary Team (IDT) meetings as appropriate.

1. Track and report bereavement program outcomes and quality indicators.

Volunteer Program

1. Lead recruiting, interviewing, onboarding, training, and retention of hospice volunteers.

1. Ensure volunteer services meet Medicare volunteer requirements.

1. Match volunteers with patients, families, caregivers, and agency needs.

1. Coordinate volunteer assignments and schedules.

1. Provide ongoing supervision, education, and support to volunteers.

1. Support volunteer recognition and appreciation activities in accordance with NCH Volunteer Program Director.

1. Promote volunteer opportunities within the community.

1. Monitor volunteer hours against the CMS-required minimum of 5% of total patient care hours (42 CFR §418.78(e)); track and reportutilizationdata monthly; develop and implement strategies tomaintaincompliance with this requirement.

1. Maintaindocumentationrequiredto calculate and report volunteer cost savings in compliance with42 CFR §418.78(d),including position identification, hours worked, and estimated dollar value of volunteer contributions.

1. Develop and define specific volunteer roles, including bereavement-adjacent tasks such as well-check calls, condolence card mailings, and anniversary outreach contacts, in coordination with the Social Worker (MSW).

1. Collaborate with the interdisciplinary team regarding volunteer involvement in patient care.

Quality and Compliance

1. Participate in Quality Assessment and Performance Improvement (QAPI) activities.

1. Assistwith survey readiness and regulatory compliance initiatives.

1. Maintainaccuratedocumentation and records related to bereavement and volunteer services.

1. Ensure compliance with HIPAA, agency policies, and regulatory requirements.

1. Provide monthly bereavement and volunteerutilizationdata to the Quality Manager for QAPI dashboard reporting.

1. Ensure all bereavement and volunteer records are documented in the agency EMRin accordance withagency policy;participatein EMR transition planning as it relates to bereavement tracking and volunteer documentation requirements.

1. Assistwith community outreach and education initiatives.

1. Participate in agency events and memorial programs.

1. Support special projects as assigned.

1. Support staff education related to bereavement program fundamentals and volunteer role integration, as directed by the Hospice Program Manager.
2. Performs additional duties as assigned.