The Helpline Care Consultant is a Chapter services support specialist focused on providing care consultation, professional and caregiver education and all reporting related to these areas. The Helpline Care Consultant is a customer service professional with a high degree of empathy with which to assess the needs of clients, make appropriate referrals, educate and provide support to Alzheimer's patients and caregivers living with Alzheimer's or related disorders.
This is a full-time position working Monday-Friday.
Essential Job Functions
Answer incoming Helpline calls from professionals, caregivers, and Alzheimer's patients and provide counseling, education, and information on community resources and services. Consultants offer supportive listening, education about Alzheimer's disease and suggest appropriate resources to help improve caller's situation. The Helpline Care Consultant answers calls Monday through Friday from 9am - 4:30pm.
This is an office-based full-time position working from our West Palm Beach office.
Follow-up on reports received from our Contact Center by calling clients, mailing/emailing resources and information requested.
Enter demographic information and contact notes into our Helpline system database and maintain accurate and complete call records.
Assess for caller's safety and contact appropriate authorities if needed.
Help to update our community resource guides by calling service providers and verifying the information we have on file, making note of any changes, and manually updating our listings.
Prepare and send out resource packets by including pertinent information and resources, which will help the caller.
Communicate with other Helpline team members to ensure quality customer service and that all callers are properly assisted and their inquiries are answered.
Normal office environment
Travel in the service area for outreach, meetings, training etc.
Multiple job functions, periods of high work volume and tight deadlines may be stressful
Telephone and related functions
Personal Computer and software (Word, Excel, e-mail, other programs as required)
Power point projector/overhead projector
PHYSICAL AND MENTAL REQUIREMENTS:
Ability to communicate with clients and department staff in person and on the telephone
Ability to maintain patience and courtesy when dealing with difficult callers or issues
Ability to handle multiple tasks
Ability to be organized and accurate
Ability to operate office machines (phone, computer, etc)
Ability to work well in a team environment
Ability to spend extended periods of time in work space
This job profile in no way states or implies that these are the only duties to be performed by the job holder. He/She will be required to follow any other instructions or perform any other duties as requested by his/her supervisor or manager. This is not meant to be an exhaustive list of job duties. Essential elements may change when necessary.
Master's degree in Marriage and Family Therapy, Psychology, Social Work, Counseling, Gerontology, or a related field.
MUST be bi-lingual (English/Spanish).
Experience working with the geriatric population, Alzheimer's patients, or their families preferred.
Thorough knowledge of community resources and applicable resources and/or ability to learn quickly.
Ability to be compassionate and supportive.
Knowledge of community resources.
Good word processing and general computer skills (Microsoft word and Excel).
Strong oral and written communication skills.
Familiarity with healthcare industry, mental health or Alzheimer's Disease
Valid driver's license. Proof of valid insurance. Outreach activities require use of own vehicle.
Ability to travel to Chapter areas as requested by VP of Program Services