Helpline Counselor/Care Consultant
Job Title: Care Consultant/Helpline Counselor – Home Office
Location: U.S. Remote-based or Chicago, IL
Full time: based on a 37.5 hours a week
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/jobs to find out more about who we are and why we've been recognized as a Best Place to Work the last twelve years in a row.
You can make a difference as a Care Consultant/ Helpline Counselor in our Contact Center. Contact Center Care Consultants provide guidance and support to individuals who reach out to the nationwide 24/7 Helpline. Solution Focused Brief Therapy (SFBT) is utilized during interactions with callers who have Alzheimer’s disease related questions or situations by providing guidance, problem-solving regarding difficult behaviors, decision-making support, crisis assistance, direction during transitions and connections to local services.
This position is US-remote based and will include weekend hours, schedules may be non-traditional hours. The training start date will be July 11, 2022.
Essential functions and responsibilities include, but are not limited to:
- Utilize Solution Focused Brief Therapy (SFBT) while providing short term telephone consultation to callers in a professional and compassionate manner.
- Build rapport and engage callers while utilizing clinical techniques to collaborate, assess, and enable callers to pull from their expertise and knowledge of the situation in order to determine appropriate interventions and resources.
- Help callers to better understand Alzheimer’s disease, the progression, and the needs of people living with the disease.
- Link callers to education, support, local community resources, and emergency/crisis services if needed.
- Provide accurate and efficient documentation for call interactions including the presenting issue and goal, interventions, and action plan.
- Handle high emotion, trauma and grief of callers with calmness and empathy, enabling them to assess the situation and take the next appropriate step(s)
- Follow established Association Helpline/Care Consultation policies, procedures and clinical protocols
- Uphold the Alzheimer’s Association policy on client confidentiality
- Integrate new knowledge and practices received through new hire and ongoing trainings.
- Master degree in social work, psychology, or counseling required, licensure (LSW,LCSW, LPC, LCPC) preferred
- One year of experience, 2-3 years’ experience preferred.
- Able to work a flexible schedule work schedule (day, evening, weekend or holidays).
- Work is conducted within a virtual contact center environment. Home office must have a desk and chair and be a private, confidential work space without distractions. Internet must be a hard-wired connection and meet speed requirements.
Knowledge, Skills and Abilities:
- Ability to utilize Solution Focused Brief Therapy (SFBT) or other clinical modalities within a brief interaction.
- Experienced clinical/counseling skills in listening, assessment, empathy, collaboration, goal setting, and action plans.
- Ability to handle interactions with constituents involving heightened emotions including crisis, abuse, suicidal, and homicidal situations.
- Strong general computer skills including the ability to navigate various different systems and resources, troubleshoot minor technology issues, and set-up own work equipment.
- Attention to detail and effective time management and multi-tasking skills
- Familiarity with healthcare industry, mental health, aging and disability services, or Alzheimer’s disease
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.
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.