Helpline Counselor/Care Consultant

Alzheimer's Association®•Houston, TX

20h•$24 - $29•Remote

About The Position

Contact Center Care Consultants provide compassionate guidance and support to individuals contacting the nationwide 24/7 Helpline. Using Solution-Focused Brief Therapy (SFBT) techniques, Care Consultants assist constituents with Alzheimer’s-related concerns by offering problem-solving strategies for challenging behaviors, support with decision-making, crisis intervention, guidance during care transitions, and referrals to local resources and services. They educate callers about the progression of Alzheimer’s disease, empower caregivers, and promote emotional well-being through empathetic listening and support. Interactions are documented accurately and handled in accordance with clinical protocols and confidentiality standards. This US-based remote position operates in a virtual contact center environment and 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. Training starts June 15, 2026, and applications are requested by April 13, 2026. The role is full-time and non-exempt. The Alzheimer's Association’s good-faith expected hourly compensation range is $24–$29. The position reports to a Team Lead.

Requirements

Master’s degree in social work, psychology, or counseling.
At least 1 year of experience.
Ability to use Solution-Focused Brief Therapy (SFBT) techniques or other clinical modalities in brief interactions.
Demonstrated 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, 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 and ability to manage time effectively and handle 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 weekend hours and a non-traditional second-shift schedule.
A private, confidential home workspace with a desk and chair, and a hard-wired internet connection that meets 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 and skills to provide short-term, goal-oriented consultation in a professional and compassionate manner.
Establish and maintain rapport with constituents, using clinical techniques to collaborate, assess, and help constituents draw on their knowledge and expertise to determine appropriate interventions and resources.
Educate constituents about Alzheimer’s disease and related dementias, their progression, and the needs of people living with the disease; normalize experiences and reduce stigma.
Identify and 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 constituents experiencing intense emotions, trauma, or grief; assess their situation 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 integrate new knowledge and practices into daily work.