Director of Volunteers & Bereavement Services – Hospice

**Director of Volunteers \& Bereavement Services – Hospice**

Reports To: Vice President, Hospice Division

Department: Hospice

Location: Hospice Division

**Ideally candidates will be based out of Oklahoma City, OK or Paris, TX**

**Position Summary**

The Director of Volunteers \& Bereavement Services provides leadership and oversight for hospice volunteer services, bereavement support programs, and innovative supportive therapies such as music and pet therapy. This role ensures compliance with CMS Conditions of Participation (CoPs) for volunteers and bereavement while developing innovative programs that enhance the quality of life for patients and families.

The Director supervises volunteer coordinators and bereavement staff, attends interdisciplinary team (IDT) meetings, and ensures the effective integration of supportive services into overall patient care. This position is accountable for regulatory compliance, program innovation, staff development, and patient/family satisfaction. This position operates under the RACI model to ensure clear communication and transparency. This role will be responsible for additional duties and assignments as the Hospice Division develops.

**Key Responsibilities**

**Volunteer Program Oversight (CMS Required)**

* Ensure compliance with CMS CoPs requiring volunteers to provide at least 5% of total patient care hours.
* Recruit, screen, train, place, and supervise volunteers to meet organizational needs.
* Develop volunteer orientation, training, and ongoing education programs.
* Monitor and report volunteer service hours, competencies, and compliance with policies.
* Ensure volunteers support patients, families, and the hospice team in areas such as companionship, respite, clerical tasks, and community engagement.

**Bereavement Services (CMS Required)**

* Verify bereavement assessments and plans of care for families and caregivers, extending a minimum of 13 months after the patient’s death.
* Verify timely follow\-up, counseling, support groups, and resource referrals for grieving families.
* Monitor CAHPS and satisfaction data related to bereavement and implement strategies for improvement.

**Innovative Patient Support Programs**

* Develop and integrate music therapy, pet therapy, and other complementary programs to enhance patient comfort and quality of life.
* Ensure program compliance with regulatory standards and organizational policies.
* Promote innovation in supportive care through new therapies, community partnerships, and staff training.

**Clinical \& Interdisciplinary Integration**

* Actively participate in IDT meetings, providing updates on volunteer and bereavement services and ensuring integration with clinical care.
* Collaborate with nursing, social work, and spiritual care teams to ensure holistic support for patients and families.
* Ensure documentation of volunteer and bereavement services meets compliance standards.

**Leadership \& Accountability**

* Supervise regional volunteer coordinators, bereavement staff, and supportive care specialists (e.g., music/pet therapy).
* Hold staff accountable to KPIs related to volunteer utilization, bereavement follow\-up, patient/family satisfaction, and compliance.
* Mentor, support, and develop staff, ensuring professional growth and consistent program delivery.

**Compliance \& Quality**

* Ensure volunteer and bereavement programs comply with CMS CoPs, state regulations, and accreditation standards.
* Partner with QAPI teams to incorporate volunteer and bereavement outcomes into performance improvement initiatives.
* Monitor trends in volunteer utilization, bereavement service delivery, and innovative programs to ensure ongoing excellence.

**Qualifications**

* Associate’s degree, Bachelor’s degree in Healthcare Administration, or related field (Master’s preferred).
* Certification in bereavement counseling, volunteer management, or related specialty strongly preferred.
* 5\+ years of progressive leadership experience in hospice or healthcare volunteer and bereavement programs.
* Strong knowledge of CMS CoPs related to volunteers and bereavement.
* Experience in developing and managing complementary therapies (e.g., music, pet therapy) preferred.
* Demonstrated ability to supervise staff, hold them accountable, and achieve program KPIs.
* Excellent communication, organizational, and interpersonal skills with sensitivity to diverse populations.

**Key Competencies**

* Program Leadership: Directs volunteer, bereavement, and supportive service programs with excellence.
* Compliance Expertise: Ensures adherence to CMS CoPs and state regulatory requirements.
* Innovation: Introduces creative approaches (music, pet therapy, etc.) to enhance hospice care.
* Interdisciplinary Collaboration: Integrates supportive services into IDT and overall care planning.
* Family\-Centered Focus: Provides compassionate support to patients and families during illness and bereavement.
* Accountability: Holds staff responsible for meeting performance metrics and patient satisfaction goals.