Helpline Counselor/Care Consultant
Job Title: Helpline Counselor/Care Consultant (Home Office)
Location: Chicago, IL or US-Remote based
Work Hours: Full-time (based on a 37.5 hour work week) or Part-time
Reports To: Team Lead
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 1,700 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 be diagnosed with the disease in the future. Read on to learn more about the role, then visit our website www.alz.org to find out more about who we are and why we've been recognized as a Best Place to Work the last eleven years in a row.
Helpline Counselors/Care Consultants provide advice and counsel to individuals who contact the Association’s Contact Center, in accordance with approved clinical protocols. As trained professionals, Helpline Counselor/Care Consultants work with callers who have care or health related questions by providing advice, problem-solving counsel regarding difficult behaviors, decision-making support, crisis assistance, guidance during transitions and connections to local services.
This position will be based in Chicago or US-remote based and will include evening and weekend hours. The training start date will be June 7, 2021.
- Provide short-term telephone consultation with callers in a professional and compassionate manner.
- Apply empathetic listening skills to assess callers’ needs.
- Access appropriate information and make recommendations for care and follow-up
- Help callers better understand Alzheimer’s disease and behaviors commonly associated with it.
- Link callers to emergency, chapter and/or community resources, as needed.
- Provide accurate and timely documentation and follow-up of call interactions and interventions.
- Work closely with Contact Center staff and chapter care consultation contacts.
- Follow established Association Contact Center/Care Consultation policies, procedures and clinical protocols.
- Uphold the Alzheimer’s Association policy on client confidentiality
- Bring cases with legal, risk management, or ethical implications to the attention of the director in an expedient manner.
- Act as a resource to other staff with issues of legal competency, guardianship, and advance directives.
- Master degree in social work, psychology, or counseling required. Licensure (LSW, LCSW) preferred.
- 3-5 years experience in a healthcare setting, preferably in geriatrics or mental health with expertise in dementia.
- Previous call center experience highly desirable.
- Working knowledge of personal computers.
- Experienced clinical/counseling skills in listening, assessment, empathy, advocacy, negotiation, referral, and closure.
- Professional experience conducting health screenings/evaluations, diagnostic intakes and/or crisis intervention counseling.
- Bilingual skills (Spanish/English) preferred.
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 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
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, tuition reimbursement, generous PTO 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 an Elder Care Facility Day of their choosing, plus Caregiver Leave.
The Alzheimer’s Association is committed to diversity, equity and inclusion in the workplace and provides consideration for an employment relationship without regard to race, color, religion, sex, sexual orientation, gender expression, gender identity, genetic predisposition, national origin, ethnicity, disability, veteran status, or any other characteristic protected by federal, state or local law.