Reporting to the Manager of Family Support Services, the Program Coordinator, Helpline coordinator is responsible for the daily operations for the 24/7 Helpline and Medic Alert + Safe Return programs of the Massachusetts-New Hampshire Chapter. The role coordinates the local information and referral system staffed by trained volunteers and the clinical team during regular business hours, and collaborates with the national office to provide after hours coverage.
The Association's 24/7Helpline is a core service and a gateway to most of the Chapter's programs and services. The national Medic Alert + Safe Return program is a specialized 24/7 live emergency response service for people with Alzheimer's disease, for which local offices provide families with support during and after a wandering incident. Occasional evening and weekend work required, including the ability to provide one's own transportation throughout the two states.
Essential Job Functions
Coordinate the daily operation of the Helpline including the management of Helpline volunteers -Train, supervise and support Helpline volunteers, as well as other staff answering Helpline calls, including members of the Clinical, Regional and Administrative teams -Triage requests for follow-up and local assistance from the Contact Center and through the website to the appropriate service and department -Esure coverage of Helpline calls during business hours
Maintain the Helpline database and collection of educational materials, both online and written, for Helpline callers -Review and update local resources as maintained in the Helpline database and Community Resource Finder -Identify need for and create and/or obtain written material to educate Helpline callers -Coordinate with the Information and Technology Department and National to update Helpline software
Respond to Helpline calls and emails and Medic Alert + Safe Return reports -Communicate with the Contact Center and Medic Alert + Safe Return as needed -Schedule Contact Center coverage for office closings
Provide education, guidance and support to families on issues related to Alzheimer's disease in person, phone and/or email, as needed, including providing timely: -Written individualized care plans, as follow-up to all Level 2 Care Consultations -Follow-inquiries with clients
Bachelor's Degree required, Masters Degree preferred in social work, nursing, gerontology or related field
3 years experience in dementia care including direct work with family caregivers and people with Alzheimer's disease
2 years demonstrated counseling and education skills
2 years experience in training and supporting volunteers
1 year demonstrated knowledge of managing computer-based information systems
Key Professional Attributes
Highly collaborative and team focused, as much of the delivery of results requires influencing other without "reporting -authority"
Superior self-management skills, as independent initiative and ability to collaborate are essential
Effective verbal and written communication skills, reflecting an understanding of the appropriate use of communication technologies and an appreciation that each audience requires its own approach
Appreciation of cultural and ethnic diversity, especially with respect to outreach to underserved communities