Job Description

At the Alzheimer's Association we are the brains behind saving yours.  Many of us who work for the Alzheimer's Association have some connection with Alzheimer's disease or another form of dementia. It's what drives us to make the extra effort in the daunting task of modifying a disease that currently has no cure. With 78 million baby boomers entering the age of greatest risk for Alzheimer's, we need passionate, hardworking people committed to helping the Association meet the increasing demand for care and support and fund vital Alzheimer's research.

Why join us? We have been recognized as a Best Nonprofit to Work For by the Nonprofit Times seven consecutive years.

The Client Services Manager is responsible for managing a team of volunteers which provides clinical support to individuals with memory loss, their care partners and the professional community. This position also manages grants to support these efforts. The position goal is to significantly scale up the Chapter’s ability to serve persons affected by Alzheimer’s disease and related disorders to achieve growth outlined in the strategic plan.

Measureable outcomes are growth of client services delivery, engagement of volunteers in service delivery and successfully meeting grant metrics.

ESSENTIAL JOB FUNCTIONS:

Program Management & Quality (70%) 
  • In partnership with the National Contact Center, deliver high-quality phone-based clinical support to clients with memory loss, their care partners and the professional community. 
  • Support 30 volunteers and student interns to deliver timely, relevant and high-quality information and support to clients; Oversee training, ongoing education and supervision of these volunteers and students.
    • Develop and implement a plan to assure timely delivery and accurate documentation of high-quality follow-up to incoming calls, emails and chapter referrals
    • Link family and professional caregivers to appropriate print and video materials
    • Confirm high quality information is available on CommunityResourceFinder.org online resource.   
  • Assure grant obligations as related to supporting individuals with memory loss and their care partners are fulfilled by tracking grant objectives, activities and budget expenditures. 

Assure high quality program delivery (15%) 
  • Assure compliance with Core Services Quality Evaluation Initiative for 24/7 Helpline (at least 90% satisfied); review data to identify areas for improvement and gaps in service delivery.
  • Regularly measure volunteer satisfaction, engagement and quality service delivery; conduct annual volunteer performance reviews.
  • Provide training and clinical case reviews for skill development and performance improvement. 
  • Collaborate with Client Services Administrative Support Specialist and Sr. Director of Client Services to assure accurate client interaction documentation
  • Assist Sr. Director of Client Services with grant writing and grant report generation and department service statistics

Clinical Interventions (10%)
  • Provide short-term consultations by phone, email or in person as requested to assist Alzheimer’s families in understanding dementia, planning for future care needs, ability to cope; link clients to appropriate chapter and community resources.
  • Serve as back-up to Care Consultants for scheduled and unscheduled in-person client meetings at Chapter office.
General chapter responsibilities (5%)
  • Attend chapter meetings and special events as scheduled. 
  • Cultivate and recruit supporters for chapter fundraising events like Walk to End Alzheimer's and Longest Day. Generate leads for Development team.

MINIMUM REQUIREMENTS:
  • Must have a Master’s in Social Work 
  • Clinical experience: 2 years’ experience providing care consultation or case management; dementia care experience preferred
  • Experience in volunteer training and management preferred
  • Demonstrated history of clinical services delivery, quality program evaluation. 
  • Proficiency with Microsoft Office applications (especially Word & Excel) and Google; proficiency with constituent database preferred.
  • Ability to carry up to 25 lbs of equipment & supplies
  • Some travel by car throughout the 96 county service area and flexibility to work evenings and weekends to meet community needs.

Application Instructions

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