The Family Care Coordinator is a health and human services specialist who acts as a guide and advocate for families who are caring for individuals with dementia. This may include assessment, and provision of information, support, and referral for persons who have contacted the Helpline and need additional information or support from the Chapter. The Family Care Coordinator is responsible for ensuring 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, program volunteers and constituents. In addition, the position is responsible for connecting families with services through the provision of Care Consultations and the administration of respite care grants. This is a full-time position.
Areas of Responsibility:
Helpline (40%)
- Conduct daily assessment of Helpline operations and coordinate volunteer follow-up contacts with constituents
- 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
- Update and maintain current and accurate community resources and information on Chapter programs in the Community Resource Finder and other resource databases
- Document detailed constituent information in Personify, the Association’s constituent relationship management system, in order to assure accurate measures for Helpline services
- 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
- Aid in the implementation of new protocols, policies, and procedures for Helpline as needed
- Maintain accurate program statistics including monthly, quarterly and annual reports as assigned as well as case record documentation
- Serve as secondary Chapter contact for the MedicAlert Safe Return program
- Other duties as assigned
Program Volunteer Oversight (10%)
- Manage and train Helpline volunteers for quality assurance by regularly reviewing follow-up documentation call/consultation review in accordance with the Alzheimer’s Association Helpline Standards Quality Assurance guidelines
- Ensure Helpline volunteer agents are fully trained, coached, and following all Helpline business rules/protocol
- Offer back-up support to Helpline volunteers for more complex calls.
- Ensure appropriate volunteer staffing levels to adhere to Helpline follow-up timeframes
- Offer training and oversight to other program volunteers (e.g. data entry)
Public Education (10%)
- Represent the Association at public events, conferences, and workshops
- Develop partnerships with community agencies to help expand the reach and impact of the Alzheimer’s Association
- Provide presentations to health professionals and community groups
- Other duties as assigned
Constituent Services (40%)
- Provide care consultations via phone, email, web or in person to assist families living with Alzheimer’s and related dementias by providing emotional support to reduce disease burden, personalized information, and access to Chapter services, including support groups, education programs, and other community services
- Identify needs of participant, provide in-depth education, problem solving and assistance with planning for future needs, create action plan with participant, review verbally and document in file. Provide supportive interventions (empathy, active listening, and emotional containment)
- Assist people with dementia or individuals who are concerned about symptoms of dementia, and provide information about Early Stage services
- Review applications for grant-funded respite services, determine eligibility and funding availability, and administer respite awards to eligible families
Educational Background:
Bachelor’s degree required, Master’s degree in social work preferred,
Skills/Experience:
- A minimum of three years demonstrated experience working with caregivers and persons with dementia, aging services or comparable human services
- Background in gerontology or education with knowledge of Alzheimer's disease and dementia related disorders
- Extensive knowledge of community resources
- Valid driver’s license in good standing, access to a reliable personal vehicle and proof of insurance are necessary
- Proficiency with Microsoft Office, Adobe PDF, and Google Applications, familiarity with Personify or similar constituent relationship management software, or ability to learn
- Fluency in Spanish is highly desirable
- Empathy for individuals with dementia and their caregivers
- Ability to work effectively with volunteers, staff and external contacts
- Ability to prioritize, mange multiple tasks and function independently
- Excellent interpersonal, verbal and written skills
- Strong public speaking skills
- Ability to work effectively with diverse populations
- Ability to travel as needed to perform job duties
- Ability to work evenings and weekends as needed
- Ability to operate designated office equipment
How to Apply:
Job Function:
Organization Info
Listing Stats
Post Date:
Aug 16 2018
Active Until:
Sep 16 2018
Hiring Organization:
Alzheimer's Association
industry:
Nonprofit