Job Description

GENERAL SUMMARY:

Under the supervision of the Senior Care Consultant, the Helpline Specialist is part of the care and support program team. The Helpline Specialist will be responsible for follow-up and support to our 24/7 Helpline callers in providing information and support to individuals with Alzheimer's disease and dementia, their families and caregivers including priority diverse populations among Latino, African American and LGBT constituencies. The Helpline Specialist will provide general disease information, emotional support, community referrals, and complete registration for chapter programs. The majority of client interaction will occur telephonically. This is a limited duration temporary part-time position (21-23 hours per week) that is not benefits eligible.

ESSENTIAL JOB FUNCTIONS:

The function of the Helpline Specialist is to advance the Care and Support arm of the Association’s mission. Under the supervision of the Senior Care Consultant, the Care Consultant will deliver designated services:

?Provide telephonic follow-up to our helpline callers in a professional, culturally competent and compassionate manner.
?Provide emotional support, disease information, problem solving techniques, community referrals, information on chapter programs and services, and other support as needed to our constituents and their families.
?Conduct assessment of constituent needs and refer to care consultants when constituent needs more in-depth assessment, clinical support or care planning.
?Administer client tracking system from referral to closure. Provide accurate and timely documentation of interactions and interventions.
?Conform to all legal and other requirements with respect to patient records and documentation, and meet Association standards for quality services.
?Collect and enter relevant and appropriate data for grant reporting, measuring progress toward strategic goals, and submitting monthly reports to the Director of Programs and Senior Care Consultant.
?Assist liaising between Chapter, National Alzheimer’s Association, and grantors and coordinate systems for collection and reporting of data and outcomes; work with team to meet performance outcomes.
?Other duties as assigned.

MINIMUM REQUIREMENTS:

?Bachelor’s Degree in social work, counseling or related field preferred, with experience in field of aging or dementia, or bachelor’s degree in unrelated field with at least two years’ of direct aging and/or dementia experience, or equivalent social services/dementia-related experience.
?Familiarity with Alzheimer???s and related dementias, and/or aging and health. Knowledge of Alzheimer's or dementia or other disease related experience preferred.
?Excellent customer service skills when working with internal and external clients.
?Fluency in Spanish highly preferred.
?Demonstrated experience working with diverse communities including Latino, African Americans, and LGBT.
?Excellent written and oral communication skills.
?Strong organization skills and proficiency in maintaining systems and procedures
?Proficient in Windows and other software programs: Word, Excel, PowerPoint, Publisher, Personify and Google Apps
?Ability to work early evening and weekend hours as needed.
?Valid driver’s license, access to reliable vehicle, and proof of current automobile insurance
?Solid work ethic, attention to detail, and strong time management skills
?Ability to take feedback, work semi-independently as well as work as a member of a team.
?Commitment to serving diverse and vulnerable constituencies including immigrants, LGBT and communities of color
?Desire to help families cope with Alzheimer’s disease and related dementias

 

Application Instructions

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