JOB DESCRIPTION Job Title Head of Donor Request Management Department Donor Request Management Responsible to CEO Direct Reports All Donor Request Management team members LOCATION London, Chiswick PURPOSE To oversee all stem cell donor requests and lead the donor request management team. To develop, cultivate and manage partnerships with healthcare facilities, the national registry and our international collaborators. Background Delete Blood Cancer UK belongs to a global network of organisations under the umbrella of the German Foundation for Giving Life (DKMS Stiftung Leben Spenden). All DKMS organisations are actively committed to the fight against blood cancer and other diseases of the hematopoietic and lymphatic system. DMKS was founded in Germany more than 20 years ago out of the fate of a family with the objective to find stem cell and bone marrow donors for patients with blood cancer. Since then DKMS has become the largest bone marrow donor centre in the world and leads the fight against blood cancer by empowering people to take action, give bone marrow and save lives. DKMS has registered more than 4.3 million active donors so far and adds over 800,000 every year to our databases in Germany, the US, in Poland and in Spain. Over the years DKMS has given more than 40,000 patients a second chance of life all over the world. To better fulfil its mission DKMS started its activities in the UK at the beginning of 2013 and since then has already recruited more than 55,000 potential stem cell donors in the UK. Donor Request Management The Donor Request Management Department is a key part of our work. The two teams (Confirmatory Typing and Work Up) organise blood tests, and liaise with stem cell and bone marrow donors who have been identified as a match for a patient to provide information on all aspects of donation and evaluate their medical suitability and eligibility. Team members manage all processes from blood testing through medical examination appointments to the donation itself. They guide and advise the donor at all stages and coordinate the communication between all involved international parties. After the stem cell donation the team administers the donors’ medical follow up and handles the donor patient contact. The Head of Donor Request Management manages the Donor Request Management team and reports the activities to the CEO of Delete Blood Cancer UK. KEY RESPONSIBILITIES 1. 2. 3. 4. To further develop and lead the Donor Request Management team and manage their performance and personal/ personnel development. To oversee the teams’ liaison with stem cell donors to ensure efficient and careful handling of all operational details of the stem cell and bone marrow donation process as well as reporting these to and discussing any potentially difficult issues regarding these with, the CEO. To adapt and implement the donor request management strategy by further developing working relationships with all service providers and customers, such as hospitals, registries, GP’s, couriers etc. and represent Delete Blood Cancer UK at meetings with stakeholders. To supervise, develop and manage all donor request management processes, SOP’s and KPI’s (Key Performance Indicators) and to implement a sustainable quality assurance programme. Delete Blood Cancer UK | 10 Barley Mow Passage | W4 4PH London f: 0203 176 7620 | e: [email protected] |w: www.deletebloodcancer.org.uk 5. 6. 7. 8. To manage the DBC database and maintain authenticity, integrity, and confidentiality of donor and partner data and to ensure best practice standards are adhered to. To liaise effectively with all other Delete Blood Cancer UK teams and work closely with the international DKMS medical team to achieve all objective targets and meet our global mission. To ensure all charity law and regulations are met and reflect best practice, particularly as these relate to Data Protection, Human Tissue Authority and NHSBT standards. Any other duties as requested by the CEO. Person Specification 1. Qualified degree and demonstrable significant leading experience including proven track record of meeting and exceeding challenging targets (preferably in health care management or a related subject). 2. Knowledge of medical terminology, case-note documentation, and conducting is preferred. 3. Leadership and management skills emphasizing a collaborative work style, interpersonal and communication skills and experience of managing a team and projects on time and budget. 4. Experience of managing external partners to deliver agreed objectives on time and on budget. 5. A thorough understanding of best practice in supporter acquisition, development and retention. 6. Understanding of best practice in line management. 7. Sensitivity and empathy in working with people. 8. A proactive, flexible and friendly manner with a solid customer service focus with an ability to build strong, mutually respectful relationships with internal colleagues and external partners. 9. Ability to work well under pressure and to meet deadlines. 10. Distinctive organizational skills in combination with true willingness and commitment and high flexibility. 11. Strong communication and presentation skills as well as proactive and in a positive and dynamic manner. 12. Willingness to travel nationally and internationally. Conditions of Employment 1. 37.5 hour week, Monday to Friday 2. Salary £ 45,000 plus (depending on experience) 3. 27 days’ holiday per annum (plus public holidays) 4. Pension Scheme, performance-related bonus scheme Delete Blood Cancer UK | 10 Barley Mow Passage | W4 4PH London f: 0203 176 7620 | e: [email protected] |w: www.deletebloodcancer.org.uk