Helpline Call Coordinator
A Helpline Call Coordinator assists the Greater Illinois Chapter by ensuring that calls made to our Helpline from 9am to 5pm, Monday through Friday, are being answered promptly and courteously and are transferred to the staff person or volunteer who can best address the needs of the caller. It is the Helpline Call Coordinator’s role to be the initial welcoming voice to the Alzheimer’s Association.
DUTIES AND RESPONSIBILITIES:
• Answer incoming Helpline calls in a friendly and sensitive manner.
• Quickly determine a caller’s general need or question.
• Courteously let a caller know to whom she or he will be transferred for further assistance.
• Transfer the call in a warm manner, by alerting the staff person or volunteer to the caller’s need or question before connecting them.
• Follow Chapter protocol to ensure a smooth transfer can be made during high-risk and crisis-level calls.
• Track and document all interactions appropriately.
• Provide administrative assistance as needed to the Helpline team.
• Awareness of and or interest in Alzheimer’s disease and related dementias
• Strong customer service skills
• Must have a positive attitude and pleasant demeanor
• Strong organizational skills
• Reliability, including punctuality
• Works well with others
• Excellent communication skills, both verbal and written
• Excellent listening skills
• Bilingual in Spanish and English a plus
• Commitment to client confidentiality
• Computer literacy preferred
• Proficiency in Microsoft Word and Excel preferred
A Helpline Call Coordinator will receive 6-8 hours of the training necessary to begin the role. All training will be provided by the Greater Illinois Chapter and will take place at the Chapter office.
Manager, Information & Referral and Safety Services
A weekly shift from 9am-1pm or 1pm-5pm, between Monday and Friday. One year commitment.
For more information contact