Family House Frequently Asked Questions

We’re always happy to answer any questions you may have! If you can’t find the answer you are looking for, please contact us.


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  1. How are you able to charge only $40 per night?

    It costs the Family House over $160 per night to provide one room for a family, however families are only asked to contribute $40 per night for their room. The balance of each room is made up through the fundraising efforts of our Development team which include individual and corporate contributions, foundation grants, and fundraising events.

  2. What is the latest time I can check in?

    New families are asked to check in before 8:00 PM, returning families are asked to check in before 9:00 PM.

  3. How does the shuttle work?

    Our shuttles are primarily driven by several of our amazing Guest Services volunteers. Currently, the shuttle runs Monday-Sunday, leaving on the hour from 7:00 AM-10:00AM, and again for pickups from the hospitals, Monday-Sunday from 3:00PM-5:00PM. Also, other shuttle times may be offered depending upon volunteer availability; please inquire at the Front Desk about availability. You can always call the Front Desk at (267) 546-9800 when you are ready to come back to the Family House; however we can never guarantee shuttle service outside of the above listed hours.

  4. When and where can I sign up for the shuttle?

    Please sign up for shuttle service at the Front Desk, by 7:00PM the night before you are intending to take the shuttle. We call our volunteer shuttle drivers the night before to let them know of the next day’s schedule.


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  1. Why can't I have food and beverages outside of the Dining Room?

    The Family House housekeeping staff works very hard to maintain cleanliness daily throughout the entire House. Keeping food and beverages in the Dining Room is the best way to ensure a clean environment for the transplant families we serve, and to safeguard long term sustainability.

  2. Where do you get all of the food that is in the pantry and refrigerators?

    Most of our food is given to us as in-kind donations through wish list drives, contributors who drop off food, or though our Home Cook Heroes program.

  3. What do I do if we are running low on something in the pantry or refrigerator?

    The Family House does have three items that we provide consistently, and those are milk, bread and eggs. If we are running low on any of those, please inform someone at the Front Desk and we will do our best to replenish that day. Items outside of those three were generously donated to us, and we hope to receive them again soon!

  4. Where can I put personal food that I brought from home?

    We are happy to provide all guests with a refrigerator bin or a cubby for perishable items. Please do not store personal items in the pantry. The Family House runs on the honor system and is not responsible for any food that is missing from refrigerator bins. If you need a refrigerator bin or to activate your cubby, please see the Front Desk.

  5. I have dietary restrictions, what do I do?

    We are very understanding that many transplant patients and their families have different dietary needs, however we do not require our Home Cook Heroes groups to cater to any specific needs. All Home Cook Heroes are required to fill out a Meal Ingredient Form, listing all ingredients in everything they prepare. If you would like to see any of these forms, please ask a member of our staff.


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  1. What is the Caregiver Lifeline Program?

    Caregiver Lifeline Program is an online resource for transplant caregivers and families. Articles, resources and tools are available to support the caregiver throughout the entire transplant process. Social Workers also provide transplant caregiver education and outreach to support groups throughout the Gift of Life region. To request an education session please email:

  2. What support is available at the Family House?

    The Family House employs a full-time licensed social worker. The social work hours are Monday-Friday from 8:30am to 5:00pm. In addition, one day a week a social worker will be in the office until about 8:30PM. If you are a guest staying at the House, no appointment is necessary to see the social worker. The office is located off of the living room on the main level, or someone can be reached at 267-546-9817.

  3. What can the social worker help me with?

    Resources for paying for travel and lodging and other household bills, employment questions or concerns, resources for medication costs and support handling the emotional ups and downs of transplant caregiving.

  4. What if I am not staying at the Family House but have other questions and concerns about the transplant process?

    The Caregiver Lifeline Program is available for any transplant caregiver regardless of whether they are staying at the Family House. You can also email or call to speak to a social worker directly.

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