Specialist, HelpLine

United States·ChicagoFull Timemid

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Quick Summary

Overview

The American Lung Association has an excellent opportunity for a Specialist, HelpLine. Working as a member of the HelpLine department, you will join an outstanding group of professionals dedicated to our mission: to save lives by improving lung health and preventing lung disease through research,…

Key Responsibilities

Provide tobacco cessation services to patients referred by the designated federally qualified health center. In addition, answer Quitline incoming calls related to those who are seeking assistance in stopping tobacco use – providing reactive and…

Requirements Summary

Certification as an addiction counselor and/or experience in counseling, community health education or social work is preferred with a minimum of (3) years proven experience.

Technical Tools

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The American Lung Association has an excellent opportunity for a Specialist, HelpLine. Working as a member of the HelpLine department, you will join an outstanding group of professionals dedicated to our mission: to save lives by improving lung health and preventing lung disease through research, education, and advocacy.

The Specialist, HelpLine is responsible for working within the American Lung Association grant funded program, Illinois Tobacco Quitline, the incumbent will provide tobacco/smoking cessation counseling to the Heartland Alliance Health Northside located at 4009 N. Broadway, Chicago IL, 60613. This is a fully grant-funded position.

Hybrid: The position is located at the Heartland Alliance Health Clinic (4009 N Broadway, Chicago IL 60613) and will be a hybrid of in-person and virtual work when the clinic is closed.

Responsibilities

~1 min read

→Provide tobacco cessation services to patients referred by the designated federally qualified health center.
- →In addition, answer Quitline incoming calls related to those who are seeking assistance in stopping tobacco use – providing reactive and proactive counseling.
→Complete and maintain documentation in the database for each call – logging message left on voicemail, performing counseling and follow ups on designated calls as appropriate.
→Provide information or guidance on all questions regarding tobacco cessation via Quitline technology (telephone, chat, text, email).
→Participate in course and become certified as a tobacco treatment specialist; maintain CEU requirement for certification.
→Follow Quitline protocol on all responses.
- →Specialized protocol developed for “onsite” services.
→Assure all information is collected and entered into the database.
→Participate as a member of the resource evaluation committee to assure continual updating of resources.
→Assist in indexing new materials.
→Be familiar with current smoking cessation and tobacco intervention techniques for the purpose of counseling.
→Understand and implement protocols for dealing with special groups or projects.
→Become familiar with all issues concerning tobacco prevention and environmental issues.
→Coordinate and implement mission related activities.
→Coordinate, implement and monitor deliverables.
→Complete reports as assigned.
→Staff committees and work groups as assigned.
→Continually seek innovative ALA growth

Requirements

~2 min read

Certification as an addiction counselor and/or experience in counseling, community health education or social work is preferred with a minimum of (3) years proven experience. Previous experience with tobacco cessation or health behavior change, preferred.
Ability to communicate effectively face to face, on the telephone and online via chat and demonstrate good customer service.
Ability to relate to persons with diverse educational, socioeconomic and ethnic backgrounds.
Ability to handle a “call center” environments; manage large amounts of inbound and outbound calls in a timely manner.
Ability to work a flexible schedule - training daytime hours of 8:30 am – 4 pm – weekdays. Formal schedule will be set based on designated clinic hours at the Heartland Alliance Health Northside location.
Critical skills required including analytical decision making, customer resource knowledge, organizing and coordinating, position-specific expertise, interpersonal understanding, teamwork/internal partnership, individual accountability, initiative, versatility and self-management.
Knowledgeable in Microsoft Word, Excel, Power Point and Outlook. Good typing skills.
Familiarity with CRM systems and practices.
Hold valid driver's license and be able/willing to attend events as requested. (Travel/mileage reimbursed according to ALA policy).
Ability to lift and carry 25 lbs. (event supplies).
Consistent with its mission, the American Lung Association maintains a tobacco-free workplace, all employees must abstain from use of tobacco in any form, including vaping.

What We Offer

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The American Lung Association is an equal opportunity employer. It is the policy of the American Lung Association to prohibit discrimination and harassment of any type and to provide equal employment opportunities to employees and applicants, without regard to their race, color, sex, sexual orientation, age, marital status, religion, national origin, alienage or citizenship status, genetic predisposition or carrier status, or physical and/or mental disabilities, veteran status, or any other status protected by law.

It is the policy of the American Lung Association to prohibit discrimination and harassment of any type and to provide equal employment opportunities to employees and applicants, without regard to their race, color, sex, sexual orientation, age, marital status, religion, national origin, alienage or citizenship status, genetic predisposition or carrier status, or physical and/or mental disabilities, veteran status, or any other status protected by law. This policy applies in all employment actions including recruitment, hiring, promotions, transfers, corrective actions, terminations, compensation, benefits and training.