Clinical Team Lead

The Clinical Manager/Team Lead is part of a supportive and passionate team that represents a variety of perspectives and professional backgrounds.  This position is one of a total of 11 Team Leads who assist in the management of day-to-day operations, people, processes, technology and resources within the Alzheimer’s Association 24/7 Helpline (Contact Center). The manager /team lead is directly responsible for staff supervision, coaching, development, quality monitoring, and management of real time call volume, staffing, and questions from staff about interactions.

Training will be provided on the Clinical Manager/Team Lead position and responsibilities as well as on the positions this individual will directly supervise.  Part of this training will be on the Solution Focused Brief Therapy model.

This position reports to the Senior Associate Director, Contact Center Operations.  This position is US remote with untraditional work hours. The schedule will be Tuesday through Saturday 2:00p-10:30p CT and will include on-call schedule as well as working some holidays.

Responsibilities

Essential functions and responsibilities include, but are not limited to:

• Manage daily activities of the Contact Center to ensure staff and constituents are supported in the 24/7 environment.
• Supervise, develop, and monitor staff by providing individual coaching and group learning opportunities to further improve staff skills, quality and performance.
• Provide staff clinical consultation for complex cases; assist staff in the development of active listening, assessment, triage and problem solving skills; foster growth of clinical staff within the Solution Focused Brief Therapy model.
• Assure quality interactions with customers; Coordinate customer service with the chapters including addressing questions, problems and other issues.
• Collaborate with Contact Center Management and Support Team and Senior Agents to provide consistent messaging and support to all staff.
• Other special projects and duties as assigned.

Qualifications

• Required Education: Master’s degree in social work, psychology, or counseling required
• Required Years of Experience: 3-5 with 2 years supervisory/management

Knowledge, Skills and Abilities

• Demonstrated experience in successfully assessing the needs of a constituent, providing interventions or guidance, and collaborating throughout the process working towards next steps.
• Demonstrated experience consulting on constituent situations involving safety concerns or crisis situations.
• Ability to manage and support staff efficiently and effectively while also being sensitive to their needs, encouraging their success.
• Ability to prioritize and organize competing tasks and ask for support when needed.
• Strong customer service skills exhibiting empathy, positive language, and effective listening.
• Ability to critically think through situations or issues that arise in order to make informed recommendations.
• Proficiency with software systems and technology
• Bilingual skills (English/Spanish) preferred
• Team Leads are on-call for two weeks at a time, 2-3 times per calendar year.  Clinical Team Leads also assist with clinical backup during Non-Clinical Team Lead on-call.
•  Team Leads are also expected to work some holidays per year. 

Position Title: Clinical Team Lead

Position Location: U.S. Based Remote

Full time based on 37.5 hours per week minimum

Position Grade: 508 (Estimated Annual Salary $79,000 - $82,000)

Reports To: Sr. Associate Director, Contact Center Operations

Who We Are:

The Alzheimer’s Association is the leading voluntary health organization in Alzheimer’s care, support and research. Our mission is to lead the way to end Alzheimer's and all other dementia- by accelerating global research, driving risk reduction and early detection, and maximizing quality care and support.

At the Alzheimer’s Association, our employees are at the core of all we do. Our network of more than 1,900 employees across the United States makes a difference each and every day for those impacted by Alzheimer’s and those at risk for the disease.

We warmly invite qualified applicants to consider this opportunity to make a life-changing impact on the millions living with Alzheimer’s, their caregivers and those that may develop the disease in the future. Read on to learn more about the role, then visit our website www.alz.org/jobs to explore who we are and why we've been recognized as a Best Place to Work for the last twelve years in a row.

At the Alzheimer's Association®, we believe that diverse perspectives are critical to achieving health equity - meaning that all communities have a fair and just opportunity for early diagnosis and access to risk reduction and quality care. The Association is committed to engaging underrepresented and underserved communities and responding with resources and education to address the disproportionate impact of Alzheimer’s and dementia.

The Alzheimer’s Association is committed to diversity, equity and inclusion in the workplace and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Employees working 24 hours/week or more are eligible for a comprehensive benefits package, including medical, dental, vision, flex accounts, short and long-term disability, life insurance, long term care insurance, tuition reimbursement, generous Paid Time Off, 12 annual holidays and Paid Family Leave, as well as an annual Cultural & Heritage Day and Volunteer Day of their choosing. They are also eligible for our gold standard 401(k) retirement plan.

Full time employees (37.5 hours/week), will enjoy all of the above plus an annual School Visitation Day and an Elder Care Facility Day of their choosing.