Our Screening Approach
We screen for what actually predicts authorization performance—not just warmth and communication, but the specific competencies that drive outcomes in high-stakes family conversations.
Why Standard Recruiting Fails
Traditional interviews assess whether candidates are friendly, articulate, and mission-aligned. But authorization work requires more: the ability to stay regulated when a family member is yelling, choose precise language when emotions are high, build trust quickly with someone in acute grief, and handle objections without becoming defensive.
Generic screening can't reliably test those competencies. Candidates who "like helping people" and "communicate well" fail when the actual work involves 2am phone calls with angry, grieving families making irreversible decisions.
Our approach: Test for the behaviors that predict real-world authorization success, not personality traits that sound good in interviews.
The Six Authorization-Critical Competencies
We assess every candidate against these competencies—the skills that separate high performers from those who struggle.
Emotional Regulation Under Pressure
Ability to stay calm and composed when families are angry, grieving, or in conflict. Maintaining steady tone and presence even when conversations become heated or emotionally intense.
Why It Matters:
Authorization conversations often involve high emotion. Losing composure loses the authorization. The ability to remain grounded while families process trauma directly impacts outcome rates.
Language Precision and Tone Control
Choosing exactly the right words, pacing, and tone for each family. Avoiding clinical jargon, explaining complex concepts simply, and adjusting communication style to match the family's needs.
Why It Matters:
A single misunderstood phrase can derail trust. The difference between "we need permission" and "we're hoping you'll consider" changes the entire dynamic of the conversation.
Trust-Building Behaviors
Establishing credibility and rapport quickly, often with families in acute grief. Demonstrating transparency, honoring boundaries, and showing genuine respect for the family's decision-making process.
Why It Matters:
Families authorize donation when they trust the messenger. Trust-building isn't about charisma—it's about consistent behaviors that signal safety, honesty, and respect.
Objection Handling
Addressing concerns about mistrust, timing, family disagreement, moral or religious hesitations without being defensive or dismissive. Validating concerns while providing clear, honest information.
Why It Matters:
Every authorization conversation includes objections. The difference between high and low performers is how they respond—with empathy and information, not scripts or pressure.
Coachability and Process Adherence
Willingness to follow established conversation frameworks while adapting to each family. Taking feedback without defensiveness and implementing coaching consistently.
Why It Matters:
Authorization protocols exist because they work. Strong performers balance script discipline with authentic connection—they sound natural, not robotic, while hitting all critical points.
Schedule Reliability for On-Call
Consistent availability for rotation shifts, including overnight and weekend on-call coverage. Showing up when scheduled and managing personal life to support unpredictable work demands.
Why It Matters:
Authorization work happens 24/7. Teams can't function when staff miss shifts or aren't reachable during on-call windows. Reliability is non-negotiable in this role.
How We Assess These Competencies
1. Scenario-Based Screening
Instead of generic interview questions, we present realistic scenarios resembling actual family conversations. We observe how candidates navigate objections, regulate under pressure, and choose language when stakes are high. Evidence-based evaluation, not gut feel.
2. Behavioral Evidence Mapping
We document specific behaviors observed during screening and map them to the six competencies. Candidate briefs show hiring managers exactly what we saw, not vague assessments like "strong communicator."
3. Realistic Job Preview
We tell candidates what the work actually involves—overnight shifts, high-emotion conversations, hearing "no" often, and the toll it can take. This reduces early attrition by filtering for candidates who understand and can handle the demands.
4. Post-Placement Stabilization
30/60/90-day check-ins identify early risk factors (burnout indicators, coaching misalignment, schedule mismatch) and improve the odds of sustained performance. We don't just place candidates—we help them succeed.
The Standard: Authorization Yield
We position our service around authorization-yield recruiting: hiring that improves the probability of placing staff who will reliably drive authorizations in real-world conditions.
Not guarantees. Not miracles. Just better screening for the competencies most correlated with high authorization performance—reducing variance, stabilizing operations, and ultimately saving more lives.