Specialist, HelpLine

American Lung Association • Nationwide, US,

4d • $41,000 - $50,200 • Remote

About The Position

The Specialist, HelpLine will be responsible for working within the American Lung Association grant funded program, Illinois Tobacco Quitline. The incumbent will provide information or guidance regarding tobacco/smoking cessation counseling to the general public. This position is home-based, and we encourage candidates in any location in the United States to apply.

Requirements

• Associate's degree required
• Ability to communicate effectively on the telephone and online via chat and demonstrate good customer service.
• Ability to relate to persons with diverse educational, socioeconomic and ethnic backgrounds.
• Ability to handle a “call center” environments; manage large amounts of inbound and outbound calls in a timely manner.
• Ability to work a flexible schedule - training hours; weekdays – daytime first 4 weeks and transition to afternoons next 4 weeks; after training work afternoon/evening hours of 1:30 pm – 9 pm Central Time and one designated weekend day from 9 am – 5 pm Central Time.
• Critical skills required including analytical decision making, customer resource knowledge, organizing and coordinating, position-specific expertise, interpersonal understanding, teamwork/internal partnership, individual accountability, initiative, versatility and self-management.
• Knowledgeable in Microsoft Word, Excel, Power Point and Outlook. Good typing skills.
• Familiarity with CRM systems and practices.
• Hold valid driver's license and be able/willing to attend events as requested. (Travel/mileage reimbursed according to ALA policy).
• Ability to lift and carry 25 lbs. (event supplies).
• Consistent with its mission, the American Lung Association maintains a tobacco-free workplace, all employees must abstain from use of tobacco in any form, including vaping.

Nice To Haves

• bachelor's degree or certification as an addiction counselor and/or experience in counseling preferred.
• A minimum of 3 years' experience in counseling, community health education, or social work is preferred. Previous experience with tobacco cessation or health behavior change, preferred.

Responsibilities

• Answer Quitline incoming calls related to those who are seeking assistance in stopping tobacco use – providing reactive and proactive counseling.
• Complete and maintain documentation in the database for each call – logging message left on voicemail, performing counseling and follow ups on designated calls as appropriate.
• Provide information or guidance on all questions regarding tobacco cessation via Quitline technology (telephone, chat, text, email).
• Participate in course and become certified as a tobacco treatment specialist; maintain CEU requirement for certification.
• Follow Quitline protocol on all responses.
• Assure all information is collected and entered into the database.
• Participate as a member of the resource evaluation committee to assure continual updating of resources.
• Assist in indexing new materials.
• Be familiar with current smoking cessation and tobacco intervention techniques for the purpose of counseling.
• Understand and implement protocols for dealing with special groups or projects.
• Become familiar with all issues concerning tobacco prevention and environmental issues.
• Coordinate and implement mission related activities.
• Coordinate, implement and monitor deliverables.
• Complete reports as assigned.
• Staff committees and work groups as assigned.
• Continually seek innovative ALA growth

Benefits

• Paid Leave - 10 vacation days in the first year (15 days thereafter), 2 personal days and 15 sick days per year, as well as 12 company-paid holidays per year.
• Paid Parental Leave for eligible employees.
• Employees (and their eligible dependents) can enroll in our medical, dental, and vision plans, as well as voluntary plans for critical illness, accident, hospital indemnity, short-term disability and supplemental life/AD&D insurance.
• Employees will be enrolled in company-paid life/AD&D and long-term disability Insurance coverage.
• Eligible employees can participate in our 401(k) Defined Contribution Retirement Plan, which offers matching employer contributions (up to 4%) and year-end discretionary non-elective contributions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree