Coordinator, HelpLine (SPI #1819-15)
The American Lung Association has a great opportunity for a Coordinator, HelpLine to join our incredible team in the Upper Midwest Region. Working as a member HelpLine Team, 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.
In this role, you will be responsible for providing information or guidance regarding tobacco/smoking cessation counseling to the general public and corporate wellness clients. This is a grant-funded position regularly scheduled to work 1 p.m. to 9 p.m.
- 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.
- Refer questions to the medical team when deemed appropriate.
- Assure all information is collected and entered into the database.
- Assist in assembling and mailing appropriate requested material.
- 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
- Certification as an addiction counselor and/or experience in counseling, community health education or social work is preferred, with a minimum of (5) years’ proven experience. Previous experience with tobacco cessation or health behavior change, preferred.
- Ability to communicate effectively 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 “call center” environments; manage large amounts of inbound and outbound calls in a timely manner.
- Ability to work independently in a telephone call center.
- 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.
- Ability to work the 1:00pm – 9:00pm work schedule (workweek Sunday through Saturday).
- Ability to work weekend schedules as assigned.
- Must have valid Driver’s license and reliable transportation
- Consistent with its mission, the American Lung Association maintains a smoke-free workplace; all employees must abstain from tobacco use in any form.
Please send or e-mail letter of application and resume with salary requirements to (include job title in subject of email):
Human Resources Department
American Lung Association
Email: [email protected]
The American Lung Association is dedicated to a diverse workforce.
Equal Opportunity Employer M/F/D/V