Communication That Matters: How Compassionate Language Can Increase Authorizations

Messages and communications all come down to the delivery. In the donation community, delivery is important when you are speaking with donor family members and next of kin. Compassionate language isn’t always natural for everyone, but it is a necessity when speaking with individuals who lost their loved one just hours before.  By using compassionate language and keeping a calm and steady tone, donor coordinators and call center staff are able to help navigate individuals through a very important discussion during their worst moments.  During this webinar, three experienced eye bank professionals discuss donor authorization phone calls and how to communicate with individuals in a compassionate and effective manner.  

 Through presentations and audio recordings, attendees will learn the following:

  • The importance of compassionate language and how to communicate with compassion
  • Steps to prepare for and lead the call with the next of kin
  • How to navigate next of kin through the UDRAI and sensitive topics
  • Tips for training staff and providing feedback

 Authorization rates can increase with the utilization of compassionate language, expert navigation of the UDRAI and effective staff training. Purchase this session today to learn more!

Joy Fragola

Southern Eye Bank

As the Professional Outreach Director for Southern Eye Bank since 2005, Joy is focused on relationship building and community and professional education concerning organ, tissue and cornea donation.  She travels throughout southwest Louisiana, from Morgan City to Cameron, and as far north as Deridder to develop partnerships with hospitals, coroners, hospices, funeral homes and other community organizations to facilitate donation.

Joy also trains Southern Eye Bank’s referral coordinators as they approach families for authorization for cornea and eye donation.

With a Master’s degree in Psychology, Joy taught at the University of Louisiana at Lafayette and continues to enjoy teaching through her role at Southern Eye Bank.  Her background in Leadership Development for General Electric and other major companies across the country has contributed to her passion for excellence through collaboration.

This passion has helped create an awareness of the role of Southern Eye Bank (SEB) in SW Louisiana.  In November, 2017, SEB was the co-recipient, along with Louisiana Organ Procurement Agency, of the Lafayette General Health System’s Community Hero Award.  This award offers community-wide recognition for effective service partnerships that are considered outstanding by clients, patients, caregivers and peers.  Service, effectiveness, and impact on healthcare must be evident.

Originally from upstate New York, Joy has lived in Lafayette, LA for the past 16 years.  

Krystal Christensen-Wiederrich

Lions VisionGift

Krystal Christensen-Wiederrich, is a Portland-transplant, originally from South Dakota, where she received her bachelor's degree in english from Black Hills State University. In 2015, Krsytal started at Lions VisionGift as a Donation Specialist. She took a six-month hiatus to volunteer in Cambodia and was honored to return to Lions VisionGift. In May of 2017, she became the Logistics Center Supervisor. Over the last year the eye bank has been through many process changes and new software implementations. Currently, she is finishing a coding bootcamp through the University of Oregon to understand software development and better serve their department when they upgrade to new technologies. 

Micah Monroe


Micah Monroe has served with SightLife since 2015 in multiple roles. For three years he has trained and developed transplant professionals to navigate the difficulties of facilitating donation discussions with families across the country. Currently he is the Manager of Operations for SightLife’s NE office in Bethlehem, PA where he has been building a secondary communication center to support SightLife’s Seattle Headquarters. Previous to eyebanking, Micah taught English as a second language in Mexico, Thailand, and domestically. He holds a BA in English from Western Washington University.   

Fred Jordan, FSL

Miracles in Sight

Fred Jordan, FSLhas been with Miracles In Sight since 2001. Fred is licensed in North Carolina and South Carolina as a Funeral Director/Embalmer. Over his many years with Miracles In Sight, Fred has fulfilled the roles of Surgical Recovery Specialist, Lab Technician, Professional Development Specialist and is now Director of Development. He currently serves as Chair of the EBAA Donor Development Committee.


07/31/2019 at 1:00 PM (EDT)   |  60 minutes
07/31/2019 at 1:00 PM (EDT)   |  60 minutes
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1.00 CEU credit  |  Certificate available
1.00 CEU credit  |  Certificate available