Role Description

Contact Center Bilingual Care Consultants provide compassionate guidance and support to individuals contacting the nationwide 24/7 Helpline in Spanish and English. Using Solution-Focused Brief Therapy (SFBT) techniques, Care Consultants assist constituents with Alzheimer’s-related concerns by offering problem-solving strategies for challenging behaviors, support with decision-making, crisis intervention, guidance during care transitions, and referrals to local resources and services. Care Consultants also play a critical role in educating callers about the progression of Alzheimer’s disease, empowering caregivers, and promoting emotional well-being through empathetic listening and support. All interactions are documented accurately and handled in accordance with established clinical protocols and confidentiality standards.

This position is US-remote based and will include weekend hours, schedules are non-traditional hours (2nd shift). The training start date will be June 15th, 2026. If you are interested in this position, please submit your application for review by April 20th, 2026. Work is conducted within a virtual contact center environment. Home office must have a desk and chair and be a private, confidential workspace without distractions. The Internet must be a hard-wired connection and meet speed requirements.

Responsibilities

• Apply Solution Focused Brief Therapy (SFBT) techniques and skills while providing short-term, goal-oriented consultation to constituents in a professional and compassionate manner.
• Establish and maintain rapport with 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.
• Educate constituents on Alzheimer’s disease and related dementias, the progression, and the needs of people living with the disease. Normalize experiences and reduce stigma with a clear and compassionate approach.
• Identify and connect constituents to education, support, local community resources, and emergency/crisis services if needed.
• Provide accurate and efficient documentation for call interactions including the presenting concerns and constituent’s goal for the interaction, interventions, and action plan.
• Handle high emotions, trauma, and grief of constituents with calmness and empathy in order to assess their current situation and take the next appropriate step(s).
• Follow established Association Helpline/Care Consultation policies, procedures, business rules, and clinical protocols.
• Uphold the Alzheimer’s Association policy on client confidentiality.
• Participate in new hire and ongoing training and integrate new knowledge and practices into daily work to enhance service quality.
• Provide culturally responsive, bilingual (English/Spanish) support and guidance to constituents, applying the previously mentioned SFBT techniques and skills.

Qualifications

• Required Education: Master’s degree in social work, psychology, or counseling
• Required Years of Experience: 1 year
• Preferred Education: Master’s degree in social work, psychology, or counseling required and licensure (LSW, LCSW, LPC, LCPC)
• Preferred Years of Experience: 2-3 years
• Bilingual skills (English/Spanish) required

Requirements

• Ability to utilize Solution Focused Brief Therapy (SFBT) techniques or other clinical modalities within a brief interaction.
• Demonstrated experience in core clinical/counseling skills including active listening, clinical assessment, empathy, collaboration, goal setting, and developing action plans.
• Skilled in handling emotionally intense interactions with constituents including those involving trauma, abuse, suicidal or homicidal ideations, with calmness, professionalism, and appropriate escalation.
• Strong general computer skills including the ability to navigate multiple systems and databases, troubleshoot minor technology issues, and independently set-up and maintain remote work equipment.
• High attention to detail with the ability to manage time effectively and handle multiple tasks in a fast-paced environment.
• Familiarity with the healthcare system, mental health services, aging and disability services, and Alzheimer’s disease and related dementias.
• Bilingual skills (English/Spanish) required. Real-time verbal and written translation of resources, educational materials, and documentation as needed to support Spanish-speaking individuals and families.
• Demonstrated cultural sensitivity and awareness when engaging with Spanish-speaking constituents, ensuring communication is respectful, inclusive, and tailored to diverse backgrounds.

Benefits

• 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.
• Annual Cultural & Heritage Day and Volunteer Day of their choosing.
• Eligibility for a gold standard 401(k) retirement plan.
• Full time employees (37.5 hours/week) will enjoy additional benefits including an annual School Visitation Day and an Elder Care Facility Day of their choosing.