Bilingual Helpline Counselor/Care Consultant

Company: Amber Kinetics
Location: Chicago
Posted on: March 31, 2025

Job Description:

You can make a difference as a Bilingual Helpline Counselor/Care Consultant in our Contact Center. Contact Center Care Consultants provide guidance and support to individuals who reach out to the nationwide 24/7 Helpline. Solution Focused Brief Therapy (SFBT) is utilized during interactions with constituents who have Alzheimer's disease related questions or situations by providing guidance, problem-solving regarding difficult behaviors, decision-making support, crisis assistance, direction during transitions and connections to local services.This position is US-remote based and will include weekend hours, some schedules may be non-traditional hours (2nd shift). The training start date will be April 21, 2025. If you are interested in this position, please submit your application for review by March 18, 2025.ResponsibilitiesEssential functions and responsibilities include, but are not limited to:

• Utilize Solution Focused Brief Therapy (SFBT) while providing short-term telephone consultation to constituents in a professional and compassionate manner.
• Build rapport and engage 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.
• Help constituents to better understand Alzheimer's disease, the progression, and the needs of people living with the disease.
• Link constituents to education, support, local community resources, and emergency/crisis services if needed.
• Provide accurate and efficient documentation for call interactions including the presenting issue and goal, interventions, and action plan.
• Handle high emotion, trauma and grief of constituents with calmness and empathy, enabling them to assess the situation and take the next appropriate step(s).
• Follow established Association Helpline/Care Consultation policies, procedures and clinical protocols.
• Uphold the Alzheimer's Association policy on client confidentiality.
• Integrate new knowledge and practices received through new hire and ongoing trainings.Qualifications
  • Master degree in social work, psychology, or counseling required, licensure (LSW,LCSW, LPC, LCPC) preferred.
  • Bilingual skills (English/Spanish) required.
  • One year of experience, 2-3 years' experience preferred.
  • Able to work a flexible schedule work schedule (day, evening, weekend or holidays).
  • Work is conducted within a virtual contact center environment. Home office must have a desk and chair and be a private, confidential work space without distractions. Internet must be a hard-wired connection and meet speed requirements.Knowledge, Skills and Abilities
    • Ability to utilize Solution Focused Brief Therapy (SFBT) or other clinical modalities within a brief interaction.
    • Experienced clinical/counseling skills in listening, assessment, empathy, collaboration, goal setting, and action plans.
    • Ability to handle interactions with constituents involving heightened emotions including crisis, abuse, suicidal, and homicidal situations.
    • Strong general computer skills including the ability to navigate various different systems and resources, troubleshoot minor technology issues, and set-up own work equipment.
    • Attention to detail and effective time management and multi-tasking skills.
    • Familiarity with healthcare industry, mental health, aging and disability services, or Alzheimer's disease.Job TitleBilingual Spanish Care Consultant/Hemline Counselor - Home OfficeLocationU.S. Remote-based or Chicago, ILFull timeBased on a 37.5 hours a weekGrade505, estimated hourly pay $29 - $31Reports ToTeam LeadWho We AreThe Alzheimer's Association is the leading voluntary health organization in Alzheimer's care, support and research. Our mission is to lead the way to end Alzheimer's and all other dementia- by accelerating global research, driving risk reduction and early detection, and maximizing quality care and support.At the Alzheimer's Association, our employees are at the core of all we do. Our network of more than 1,900 employees across the United States makes a difference each and every day for those impacted by Alzheimer's and those at risk for the disease.We warmly invite qualified applicants to consider this opportunity to make a life-changing impact on the millions living with Alzheimer's, their caregivers and those that may develop the disease in the future. Read on to learn more about the role, then visit our website to explore who we are and why we've been recognized as a Best Place to Work for the last twelve years in a row.At the Alzheimer's Association, we believe that diverse perspectives are critical to achieving health equity - meaning that all communities have a fair and just opportunity for early diagnosis and access to risk reduction and quality care. The Association is committed to engaging underrepresented and underserved communities and responding with resources and education to address the disproportionate impact of Alzheimer's and dementia.The Alzheimer's Association is committed to diversity, equity and inclusion in the workplace and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.Employees working 24 hours/week or more are eligible for a comprehensive benefits package, including medical, dental, vision, flex accounts, short and long-term disability, life insurance, long term care insurance, tuition reimbursement, generous Paid Time Off, 12 annual holidays and Paid Family Leave, as well as an annual Cultural & Heritage Day and Volunteer Day of their choosing. They are also eligible for our gold standard 401(k) retirement plan.Full time employees (37.5 hours/week), will enjoy all of the above plus an annual School Visitation Day and an Elder Care Facility Day of their choosing.
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Keywords: Amber Kinetics, Chicago , Bilingual Helpline Counselor/Care Consultant, Other , Chicago, Illinois