Navigator, Helpline - Part Time

Cancer Support Community•Washington, DC

19d•Remote

About The Position

The Cancer Support Community (CSC) is seeking a dedicated, professional, and passionate part-time Navigator, Helpline. The Cancer Support Helpline (CSH) offers personalized, toll-free phone support services to anyone whose life has been impacted by cancer. CSH Navigators work scheduled shifts as needed during the Helpline hours of Monday- Thursday 9 AM – 7 PM ET and Friday 9 AM - 6 PM ET. Candidates will agree to work between 20 and 29 hours per week in this role. ESSENTIAL FUNCTIONS: Community Navigation • Address barriers by providing individual assistance to patients, survivors, and families. • Provide services to patients and caregivers via telephone and chat following the CSC Proactive Navigation model based on the Expanded Chronic Care Model (ECCM) and utilize a validated distress screening tool for evaluation/screening and psychosocial assessments. • Services include referral to local, regional, and national resources; emotional support, distress screening through CSC’s CancerSupportSource™ (CSC); and Open to Options™ decision support by phone. Community Navigators refer callers to CSC network partners when applicable. • Provide interventions to callers, including care coordination, advocacy, education, emotional support, and linkage to resources. • Proactive follow-ups with callers, recording of information, and measuring outcomes of interventions. • Assess callers in crisis, work to ensure safety, and connect them to the proper level of care and resources for the situation at hand. Performs other duties as required by management

Requirements

Attention to detail and ability to keep accurate and up-to-date records of callers and their interactions, including outcomes and any actions taken.
Flexibility and adaptability to changes in workflows, technology and available resources.
Strong active listening skills to identify caller needs and provide referrals to local, regional and national resources, including housing, lodging, transportation, oncology treatment centers, clinical trial education, etc., based on those specific needs.
Triage acumen to appropriately escalate callers to specialists in financial, clinical trial, pediatric oncology, and genetics, or to implement crisis management protocol when necessary.
Strong proficiency with Microsoft Office Suite and CRM(s).
Master of Social Work degree required.
At least two (2) years of hospital-based, non-profit or social services-based oncology patient navigation and/or social work. Experience in providing education to oncology populations.
Social work license in good standing in state of residency.

Nice To Haves

Bilingual speaker a plus.
Oncology social work certification is preferred but not required.
Navigation certification is also preferred but not required.

Responsibilities

Address barriers by providing individual assistance to patients, survivors, and families.
Provide services to patients and caregivers via telephone and chat following the CSC Proactive Navigation model based on the Expanded Chronic Care Model (ECCM) and utilize a validated distress screening tool for evaluation/screening and psychosocial assessments.
Services include referral to local, regional, and national resources; emotional support, distress screening through CSC’s CancerSupportSource™ (CSC); and Open to Options™ decision support by phone. Community Navigators refer callers to CSC network partners when applicable.
Provide interventions to callers, including care coordination, advocacy, education, emotional support, and linkage to resources.
Proactive follow-ups with callers, recording of information, and measuring outcomes of interventions.
Assess callers in crisis, work to ensure safety, and connect them to the proper level of care and resources for the situation at hand.
Performs other duties as required by management