Bilingual Helpline Counselor/Care Consultant

Alzheimer's Association Careers•Chicago, IL

3d•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) techniques, the counselor offers short-term, goal-oriented consultation for Alzheimer’s-related concerns, including problem-solving strategies for challenging behaviors, decision-making support, crisis intervention, care transitions, and referrals to local resources and services. The role also educates callers about Alzheimer’s disease and its progression, supports caregivers, and promotes emotional well-being through empathetic listening. The position is US-based and remote, within a virtual contact center. It includes non-traditional second-shift hours and weekend hours. The home office must include a desk and chair and provide a private, confidential workspace without distractions. A hard-wired internet connection meeting speed requirements is required. The training start date is June 15, 2026; applications are requested by April 13, 2026. Interactions must be accurately documented and handled in accordance with established clinical protocols, confidentiality standards, and Association policies. The role reports to a Team Lead and is full-time, non-exempt. The stated good-faith hourly compensation range is $24–$29. Employees working at least 24 hours per week are eligible for the described benefits package; full-time employees working 37.5 hours per week receive additional designated days off.

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, assessment, empathy, collaboration, goal setting, and action-plan development.
Ability to handle emotionally intense interactions 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.
High 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.
Cultural sensitivity and awareness when communicating with Spanish-speaking constituents.
Ability to work weekend hours and non-traditional second-shift hours.
Ability to work remotely in a private, confidential, distraction-free home office with a desk and chair and a hard-wired internet connection meeting speed requirements.

Nice To Haves

2–3 years of experience.
Licensure such as LSW, LCSW, LPC, or LCPC.

Responsibilities

Apply Solution-Focused Brief Therapy (SFBT) techniques to provide professional, compassionate, short-term, goal-oriented consultation.
Establish rapport and collaborate with constituents to assess concerns and 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 through clear, compassionate communication.
Connect constituents with education, support, local community resources, and emergency or crisis services when needed.
Document call interactions accurately and efficiently, including presenting concerns, goals, interventions, and action plans.
Respond calmly and empathetically to high emotions, trauma, and grief; assess situations and take appropriate next steps.
Follow Association Helpline/Care Consultation policies, procedures, business rules, and clinical protocols.
Uphold client confidentiality policies.
Participate in new-hire and ongoing training and apply new knowledge and practices to daily work.
Provide culturally responsive bilingual support and guidance in English and Spanish using SFBT techniques.
Provide real-time verbal and written translation of resources, educational materials, and documentation as needed for Spanish-speaking individuals and families.
Escalate emotionally intense situations, including interactions involving trauma, abuse, or suicidal or homicidal ideation, appropriately.

Benefits

Medical insurance
Dental insurance
Vision insurance
Flexible spending accounts
Short- and long-term disability insurance
Life insurance
Long-term care insurance
Tuition reimbursement
Paid time off
12 annual holidays
Paid family leave
Annual Cultural & Heritage Day of the employee’s choosing
Volunteer Day of the employee’s choosing
401(k) retirement plan
For full-time employees working 37.5 hours per week: annual School Visitation Day and Elder Care Facility Day of the employee’s choosing