Bilingual Helpline Counselor​/Care Consultant

Responsibilities

• Apply Solution Focused Brief Therapy (SFBT) techniques and skills while providing short-term, goal-oriented consultation to constituents in a professional and compassionate manner.
• Establish and maintain rapport with constituents while utilizing clinical techniques to collaborate, assess, and enable constituents to pull from their expertise and knowledge of the situation in order to determine appropriate interventions and resources.
• Educate constituents on Alzheimer’s disease and related dementias, the progression, and the needs of people living with the disease. Normalize experiences and reduce stigma with a clear and compassionate approach.
• Identify and connect constituents to education, support, local community resources, and emergency/crisis services if needed.
• Provide accurate and efficient documentation for call interactions including the presenting concerns and constituent’s goal for the interaction, interventions, and action plan.
• Handle high emotions, trauma, and grief of constituents with calmness and empathy in order to assess their current situation and take the next appropriate step(s).
• Follow established Association Helpline/Care Consultation policies, procedures, business rules, and clinical protocols.
• Uphold the Alzheimer’s Association policy on client confidentiality.
• Participate in new hire and ongoing training and integrate new knowledge and practices into daily work to enhance service quality.
• Provide culturally responsive, bilingual (English/Spanish) support and guidance to constituents, applying the previously mentioned SFBT techniques and skills

Qualifications

• Required
  
  Education:
  
  Master’s degree in social work, psychology, or counseling
• Required Years of
  
  Experience:
  
  1 year
• Preferred Education:
  
  Master’s degree in social work, psychology, or counseling required and licensure (LSW, LCSW, LPC, LCPC)
• Preferred Years of
  
  Experience:
  
  2-3 years
• Bilingual skills (English/Spanish) required

Knowledge,

Skills And Abilities

• Ability to utilize Solution Focused Brief Therapy (SFBT) techniques or other clinical modalities within a brief interaction.
• Demonstrated experience in core clinical/counseling skills including active listening, clinical assessment, empathy, collaboration, goal setting, and developing action plans.
• Skilled in handling emotionally intense interactions with constituents including those involving trauma, abuse, suicidal or homicidal ideations, with calmness, professionalism, and appropriate escalation.
• Strong general computer skills including the ability to navigate multiple systems and databases, troubleshoot minor technology issues, and independently set-up and maintain remote work equipment.
• High attention to detail with the ability to manage time effectively and handle multiple tasks in a fast-paced environment.
• Familiarity with the healthcare system, mental health services, aging and disability services, and Alzheimer’s disease and related dementias.
• Bilingual skills (English/Spanish) required. Real-time verbal and written translation of resources, educational materials, and documentation as needed to support Spanish-speaking individuals and families.
• Demonstrated cultural sensitivity and awareness when engaging with Spanish-speaking constituents, ensuring communication is respectful, inclusive, and tailored to diverse backgrounds.

Title:

Bilingual Helpline Counselor/Care Consultant – Home Office

Position Location:

US Based Remote Full time or Part time:
Full time, Non-exempt Position Grade & Compensation

Grade 505. The Alzheimer’s Association’s good faith expectation for the hourly range for this role is between $24 - $29.

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…