Reporting to the Helpline Manager, the Family Services Associate is an integral part of the Family Services team and is responsible for providing information and referral to constituents through the Helpline, Direct Referral and Dementia Care Coordination programs, including providing disease education, community-based resources, general support and scheduling in-person or phone based Care Consultation meetings.
The role will also include responsibilities to collaborate with the Operations Department for resource management. As part of developing and improving support services, the role requires proficiency in utilizing our customer relationship management database systems for documentation of all interactions. As a volunteer driven organization, all staff are expected to recruit, cultivate, support and manage volunteer relationships to advance the mission of the Alzheimer's Association. Occasional evening and weekend work is required, as is the ability to travel throughout the two-state chapter.
- Review and triage all requests for follow up that come from the Contact Center at regularly scheduled times throughout the day and when critical email requests are sent.
- Provide constituents information and referral support by phone, email and in-person during normal business hours, including:
- Providing constituents with information and referral support including: disease education, support and Association and community based resource information to meet their needs
- Triaging callers to Care Consultants or scheduling Care Consultations in situations that exceed the Family Services Associate’s knowledge, skills or availability
- Responding to emails from constituents who access 24/7 Helpline and Association support services through website
- Providing timely responses to direct referrals from physicians and other community providers
- Calling families referred by health care providers and schedule care consultation, as appropriate.
- Managing text and email reminders for scheduled care consultations and follow up calls as well as participation in education programs and support groups
- Documenting detailed constituent information in Personify, the Association’s CRM (constituent relationship management system) in order to assure accurate measures for Family Services programs
- Supporting the evaluation of programs through data collection as needed
- Collaborate with Family Services and Operation Departments in the review and update of local resources maintained in Community Resource Finder, Resource Database, internal resource listings, and in the supply of printed materials
- 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
- Maintain awareness of Association and community based resources to share appropriate resources with constituents
- At least two years’ of direct aging and/or dementia experience, or equivalent social services/dementia-related experience
- Excellent interpersonal and verbal/written communication skills
- Demonstrated success working in volunteer-led programs, with experience in recruitment, training, engagement, and supervision of volunteers
- Strong organization skills and proficiency in maintaining systems and procedures
- Proficiency in Microsoft Office and Google Apps
- Ability to analyze information and make timely, appropriate decisions
- Appreciation of cultural and ethnic diversity, especially with respect to working with underserved communities
- Customer service and/or Call Center experience preferred
- Experience with CRM system software preferred
- Ability to lift and carry up to 35 pounds