Helpline & Program Manager
The Helpline & Program Manager is directly responsible for the oversight of the Helpline which is a service provided to families, individuals, and professionals affected by Alzheimer’s disease and related dementias. Services provided by the Georgia Chapter include follow-up to calls made to the Helpline for information and referral, care consultations, and individualized care planning. In addition to direct service delivery, this individual also manages program volunteers, serves as primary contact with the Home Office Contact Center, and is a resource to Chapter staff and constituents.
The Association’s 24/7Helpline is a core service and a gateway to most of the Chapter’s programs and services. Care consultation is a core service that helps family caregivers identify, prioritize and implement the steps that help them take more control of their situations
ESSENTIAL JOB FUNCTIONS
- Provide assessment, information, support, crisis assistance, and referrals as a part of Helpline follow-up.
- Ensure that interactions with constituents are timely, high quality, documented appropriately and in full compliance with the Alzheimer’s Association Helpline Standards.
- Recruit, train, and manage volunteers assisting with Chapter follow-up for Information & Referral or Care Consultations, including ongoing clinical supervision.
- Work closely with the Home Office Contact Center to support Helpline callers.
- Maintain a crisis elevation process for the Chapter.
- Oversee updates to Chapter Programs and Resources in the Community Resource Finder and other resource databases.
- Provide care consultations for families by phone, email, or in person.
- Recruit, train, and manage volunteers assisting with the Chapter’s Early Stage support groups and social engagement programs.
- Identify community partners in support of the Chapter’s Early State support groups.
- Remain knowledgeable and current in information relations to Alzheimer’s and related dementias as well as national, state, and local initiatives that affect the targeted populations.
- Master’s degree in social work, public health, gerontology, psychology, or related field with at least 2 years of direct aging and/or dementia experience
- Experience with crisis and risk assessment
- Ability to oversee and direct the work of Helpline volunteers and interns
- Excellent interpersonal and verbal/written communication skills
- Strong organizational skills and proficiency in maintaining systems and procedures
- Proficiency in Microsoft and Google apps
- Ability to analyze information and make timely, appropriate decisions
- Ability to work effectively with diverse populations
- Customer service and/or call center experience
- Absolute commitment to confidentiality
- Ability to work evenings and weekends as needed
- Ability to travel locally and regionally as needed
- GA driver’s license, proof of insurance, and access to a reliable vehicle
- Current state licensure for social work, counseling, or related field (e.g. LCSW, LCPC, LMFT, LPC)
- Bilingual Spanish
- Experience in supervision volunteers providing program services
Job Status: Full Time
Job Reference #: 2870