Helpline Counselor/Care Consultant

Alzheimer's Association Careers • Chicago, IL

3d • Remote

About The Position

The Helpline Counselor/Care Consultant provides compassionate guidance and support to people contacting the Alzheimer’s Association’s nationwide, 24/7 Helpline. Using Solution-Focused Brief Therapy (SFBT) techniques, the consultant offers short-term, goal-oriented support for Alzheimer’s-related concerns, including problem-solving strategies for challenging behaviors, decision-making support, crisis intervention, care-transition guidance, and referrals to local resources and services. The role also educates callers about Alzheimer’s disease and related dementias, empowers caregivers, and promotes emotional well-being through empathetic listening.

The consultant establishes rapport, collaborates with constituents to assess situations and identify appropriate interventions, and helps callers draw on their own expertise and knowledge. They handle emotionally intense interactions, including trauma, grief, abuse, and suicidal or homicidal ideations, with calmness and appropriate escalation. Interactions must be documented accurately and handled according to clinical protocols, Association policies, and confidentiality standards.

This is a US-based remote position conducted in a virtual contact center. The work includes weekend hours and non-traditional second-shift schedules. The home office must include a desk and chair and be a private, confidential workspace without distractions. A hard-wired internet connection meeting speed requirements is required. Training begins June 15, 2026; applications are requested by April 13, 2026. The position is full-time and non-exempt, and reports to a Team Lead.

Requirements

• Master’s degree in social work, psychology, or counseling.
• At least 1 year of experience.
• Ability to use SFBT techniques or other clinical modalities in brief interactions.
• Demonstrated core clinical or counseling skills, including active listening, clinical assessment, empathy, collaboration, goal setting, and action-plan development.
• Ability to handle emotionally intense interactions involving trauma, abuse, or suicidal or homicidal ideations with calmness and professionalism, and to escalate appropriately.
• 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 and ability to manage time and 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.
• Ability to work a second-shift schedule that includes weekend hours.
• A private, confidential home workspace with a desk and chair, without distractions, and a hard-wired internet connection meeting speed requirements.

Nice To Haves

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

Responsibilities

• Apply Solution-Focused Brief Therapy (SFBT) techniques and skills to provide professional, compassionate, short-term, goal-oriented consultation.
• Establish and maintain rapport, collaborate with constituents, assess their situations, and support them in identifying 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 to education, support, local community resources, and emergency or crisis services when needed.
• Document call interactions accurately and efficiently, including presenting concerns, constituent goals, interventions, and action plans.
• Respond calmly and empathetically to constituents experiencing intense emotions, trauma, or grief, assess their situations, and determine appropriate next steps.
• 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 apply new knowledge and practices to improve service quality.

Benefits

• Employees working at least 24 hours per week are eligible for medical, dental, and 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; an annual Cultural & Heritage Day; a Volunteer Day; and a 401(k) retirement plan.
• Full-time employees working 37.5 hours per week additionally receive an annual School Visitation Day and an Elder Care Facility Day.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level