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Specialist, Helpline (SPI #1920-39)

City: Springfield

State: Illinois

The American Lung Association has a great opportunity for a Specialist, Helpline to join our incredible team in the Upper Midwest Region. Working as a member of the 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.

Responsibilities

  • Answer Quitline incoming calls related to those who are seeking assistance in stopping tobacco use – providing reactive and proactive counseling along with counseling on chronic disease management.
  • 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).
  • Provide information or guidance on all questions regarding chronic lung disease management (telephone, chat, text, email).
  • Participate in course and become certified as a tobacco treatment specialist; maintain CEU requirement for certification.
  • Maintain certification in respiratory care.
  • Follow Quitline protocol on all responses.
  • Follow HelpLine 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

QUALIFICATIONS:

  • 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.
  • Certification as a registered respiratory therapist; minimum of 3-5 years proven experience.
  • 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 a “call center” environments; manage large amounts of inbound and outbound calls in a timely manner.
  • Ability to work independently in a telephone call center between the hours of 1:30 – 9:00 p.m.
  • 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 work occasional evenings and weekends, as needed.
  • Ability to lift and carry 25 lbs. (event supplies).
  • Consistent with its mission, the American Lung Association maintains a smoke-free workplace, all employees must abstain from tobacco use in any form.

APPLICATION PROCEDURE:

To apply send cover letter, resume and salary requirements to (include job title and job number 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

 

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