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at Alzheimer's Association
Be part of the movement to end Alzheimer’s!
Right now, millions of Americans are facing the devastation of Alzheimer’s. This disease is robbing us of our finances, our families and our futures - but at the Alzheimer’s Association, we’re relentlessly working to change that by addressing the challenges in front of us with speed and without limitations or boundaries. With our network of more than 75 chapters across the country, we’re advancing world-class research, ensuring access to gold-standard care and support, and hiring talented, mission-driven people who make it all happen.
The Alzheimer’s Association has been ranked as one of the Best Nonprofits to Work For by The Nonprofit Times nine years in a row, recognizing our leadership, competitive compensation and benefits, flexibility and mission-driven atmosphere. It takes a uniquely motivated person to be a part of our team - but we believe that person could be you.
The ACO Helpline Manager at an All Calls Option Chapter is responsible for managing all staffers who provide Helpline follow up. This may include assessment, information, support, and referral for persons who have contacted the Helpline and need additional information or support. The ACO Helpline Manager is responsible to ensure that interactions with constituents are timely, high quality, documented appropriately and in full compliance with the Alzheimer’s Association Helpline Standards. This position oversees the Helpline follow-up work of the chapter, serves as primary contact with the Home Office Contact Center and is a resource to Chapter staff and constituents.
ESSENTIAL JOB FUNCTIONS
- Respond to the needs of Helpline Agents, including ongoing clinical supervision/consultation.
- Provide assessment, information, support, crisis assistance and referrals as part of Helpline follow -up.
- Work closely with the Home Office Contact Center to support Helpline callers.
- Maintain a crisis elevation process for the Chapter.
- Oversee updates to Chapter Programs and Resources in the Community Resource Finder and other resource databases.
- Monitor Helpline staff for quality assurance through regularly reviewing follow-up documentation call/consultation review in accordance with the Alzheimer’s Association Helpline Standards Quality Assurance guidelines.
- Document detailed constituent information in Personify, the Association’s CRM (constituent relationship management system) in order to assure accurate measures for Helpline services.
- Ensure appropriate staffing levels to adhere to Helpline follow-up timeframes.
- Ensure agents are fully trained and following all Helpline business rules/protocol.
- Remain knowledgeable and current in information related to Alzheimer’s and related dementias, as well as national, state and local initiatives that affect the targeted population.
- Provide administrative and support follow up for the Connecticut Chapter Respite Program.
- Other duties as assigned.
- Master’s degree in social work, public health, gerontology, psychology or related field with at least 2 years of direct aging and/or dementia experience
- Experience with crisis and risk assessment
- Minimum 2 years of supervisor experience
- Ability to oversee and direct the work of Helpline Agents, volunteers and students
- Excellent interpersonal and verbal/written communication skills
- Strong organizational skills and proficiency in maintaining systems and procedures
- Proficiency in Microsoft Office and Google Apps
- Ability to analyze information and make timely, appropriate decisions
- Ability to work effectively with diverse populations
- Customer service and phone experience
- Current State Licensure for social work, counseling or related field (e.g. LCSW, LCPC, LMFT, LPC)
- Bilingual (Spanish)
The Alzheimer’s Association is an Equal Opportunity Employer.