Senior Donor Information Officer

Job description

Job responsibilities

To support the Donor Information Manager in the operational management of the Opening the Register (OTR) and Donor Sibling Link (DSL) function and assist in allocating and distributing workload. To share responsibility with the Donor Information Manager for providing information and authorising its release under controlled circumstances to donor-conceived people, their parents and to donors.

To provide excellent standards of customer service to applicants of the service and supervision and training of other staff carrying out OTR related tasks.

To handle complex enquiries from patients on matters relating to the Opening the Register function and supervise Donor Information Officers providing advice and support on an episodic and ongoing basis.

To ensure the quality and availability of information about donors, donor treatments, and their outcomes on the HFEA Register, and to manage requests from donors, donor-conceived individuals and their parents for information about donors, siblings and outcomes (Opening the Register (OTR) applications). This includes being responsible for dealing with OTR applicants sensitively as this will include emotionally difficult conversations and correspondence with people who might be distressed or anxious.

To liaise with identifiable donors, individuals conceived as a result of their donation who have requested their identifiable details.

To manage and develop workflows and processes across the team to ensure that all responses to OTRs are double checked; ensuring that all processes are kept up to date in a continually evolving area.

To implement new OTR policy decisions.

To register and respond to members of DSL, ensuring accuracy in responses to queries about any donor-conceived genetic siblings who may have agreed to share their contact details.

To work with centres on the accuracy and completeness of information on donation.

To support the provision of management information on issues relating to the Authoritys OTR function.

To act as a focal point and ambassador for the importance of accurate donor information to the working of the sector and the HFEA.

Person Specification

Qualifications

Essential

• No minimum

Desirable

• A counselling qualification/mediation training, or an ability and willingness to conduct difficult conversations

Experience

Essential

• Experience of handling detailed and complicated data with accuracy and attention to detail.
• Experience in handling sensitive/emotional/difficult contacts
• Able to identify areas and processes that require improvement and implement necessary changes.
• Able to communicate effectively with people at all levels.
• Able to prioritise work in order to meet deadlines.

Desirable

• Experience of training colleagues and supporting them to work safely and independently.
• Experience of working in Public Sector, NHS, regulation, central/local government or other NDPB.
• Experience of line management
• Experience of developing and implementing business processes to improve efficiency and quality.

Skills

Essential

• An ability to manage and support multiple workflows across a team in order to achieve timely and accurate delivery of the necessary outputs.

Employer details

Employer name

Human Fertilisation & Embryology Authority

Address

2nd Floor

2 Redman Place

London

E20 1JQ

Employer's website

https://www.hfea.gov.uk/ (Opens in a new tab)