Bilingual Helpline Counselor/Care Consultant

Alzheimer's Association®•Castle Hills, TX

21h•$24 - $29•Remote

About The Position

The Bilingual Helpline Counselor/Care Consultant provides compassionate guidance and support in Spanish and English to people contacting the nationwide 24/7 Alzheimer’s Association Helpline. Using Solution-Focused Brief Therapy (SFBT) and other clinical skills, the Care Consultant offers short-term, goal-oriented consultation on Alzheimer’s-related concerns, including challenging behaviors, decision-making, crisis intervention, care transitions, and connections to community resources and services. The role also educates callers about Alzheimer’s disease and related dementias, supports caregivers, and promotes emotional well-being through empathetic listening. Interactions must be documented accurately and handled in accordance with clinical protocols, confidentiality standards, and Association policies. This is a full-time, US-based remote position in a virtual contact center. It includes weekend hours and non-traditional second-shift hours. The home office must have a desk and chair and provide a private, confidential, distraction-free workspace. A hard-wired internet connection meeting speed requirements is required. Training begins June 15, 2026; applications should be submitted by April 13, 2026.

Requirements

Master’s degree in social work, psychology, or counseling.
At least 1 year of experience.
Bilingual English/Spanish skills.
Ability to use SFBT techniques or other clinical modalities in brief interactions.
Demonstrated clinical or counseling skills, including active listening, clinical assessment, empathy, collaboration, goal setting, and developing action plans.
Ability to handle emotionally intense interactions, including those involving trauma, abuse, or suicidal or homicidal ideation, with calmness, professionalism, and appropriate escalation.
Strong general computer skills, including navigating multiple systems and databases, troubleshooting minor technology issues, and independently setting up and maintaining remote work equipment.
Attention to detail, effective time management, and ability to handle multiple tasks in a fast-paced environment.
Familiarity with healthcare systems, mental health services, aging and disability services, and Alzheimer’s disease and related dementias.
Ability to provide real-time verbal and written translation of resources, educational materials, and documentation as needed.
Demonstrated cultural sensitivity and awareness when communicating with Spanish-speaking constituents.

Nice To Haves

Two to three years of experience.
Licensure such as LSW, LCSW, LPC, or LCPC.

Responsibilities

Use Solution-Focused Brief Therapy (SFBT) techniques to provide professional, compassionate, short-term, goal-oriented consultation.
Establish and maintain rapport, collaborate with constituents, assess their situations, and help them identify appropriate interventions and resources.
Educate constituents about Alzheimer’s disease and related dementias, disease progression, and the needs of people living with the disease; normalize experiences and reduce stigma.
Connect constituents with education, support, local community resources, and emergency or crisis services when needed.
Document call interactions accurately and efficiently, including presenting concerns, the constituent’s goal, interventions, and action plan.
Respond calmly and empathetically to intense emotions, trauma, and grief; assess the situation and determine appropriate next steps.
Follow Helpline and 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 apply new knowledge and practices to improve service quality.
Provide culturally responsive bilingual English/Spanish support and guidance using SFBT techniques.