HelpLine Advisor

Are you looking to make a difference in the world?

Looking to take the next step in your career with an impactful organization helping people?

Join AFTD, the leading organization dedicated to ending the most common dementia under 60, known asFTD. We help families affected today, and drive research to bring hope for the future. Our work to bring about a world without dementia is only missing your passion and your expertise. AFTD is growing rapidly, with a greater ability to offer help for those affected than ever before. Join us today to make a difference for families affected by FTD, across the United States and beyond.

The HelpLine Advisor will be directly responsible for ensuring prompt and informative responses to all AFTD constituents who reach out to the organization’s HelpLine. They will be prepared to offer accurate and up-to-date information in a supportive manner as aligns with AFTD’s values and will promptly and smoothly transfer calls to the appropriate party within AFTD as needed. The HelpLine Advisor will be triaging calls from a multitude of audiences including individuals diagnosed with FTD, caregivers, family members, healthcare professionals and others on matters relating to current FTD information, health and social care, emotional support as well as referrals to healthcare professionals and community support resources. In collaboration with the HelpLine Specialist, they will also provide administrative support to the Programs and HelpLine teams as needed to ensure efficient and effective service to the AFTD community.

FUNCTIONAL RESPONSIBILITIES

Essential Job Functions

• Answering and Triaging HelpLine Calls: In support of the HelpLine Specialist, respond to all members of the AFTD community who connect via the HelpLine and provide assistance as needed; transferring calls and contacting additional resources. Maintain direct responsibility for handling administrative calls and effectively maintain confidentiality of those who call the HelpLine and handle sensitive topics. Communicate effectively and proactively cross-departmentally with AFTD team members regarding HelpLine resources and materials that require updates. Support research as needed to ensure informative responses to HelpLine calls.

• Conduct continuous learning to develop resources to support the community: Attend various learning webinars or educational events for continuous learning. Contribute to the development of FTD-knowledgeable and competent resources and articles in various newsletters.

• Maintaining Databases: Promptly and accurately update organizational databases with contact information as appropriate. Maintain the accuracy and consistency of contacts in the AFTD Database. Ensure that HelpLine interactions are accurately documented in Sales Force (SF) and include details of any outcomes or need for follow-up. Assist with cleaning up new and current SF contacts, so that community members are entered correctly. Work with the HelpLine Manager to maintain an up-to-date tracking system for reporting and outcome evaluation purposes and ongoing quality assurance measures.

Other Job Functions

• Contribute thoughts and ideas for other AFTD resources and materials with knowledge gained from HelpLine community support.

• Support with Comstock Grant program in application review process.

• Conscientiously follows company policies and practices and takes care of organizational property.

• Other duties as assigned.

• Travel for organizational meetings and events as needed.

SUPERVISORY RESPONSIBILITIES

• This position is an individual contributor and does not have supervisory responsibilities.

Education:

• Bachelor’s degree in social work required, MWS or Masters in related field preferred.

Experience:

• 1-2 years of experience counseling individuals and/or families in social work or healthcare-related issues.
• Experience working with populations affected by dementia, neurodegeneration, mental health or other health related field.

Special Knowledge/Skills:

• Proven ability to handle issues confidentially, and to be discrete and fair.
• Proficient in Microsoft Office Suite, particularly Word, Excel and PowerPoint
• Strong verbal and written communication skills and comfort working and building relationships with wide-ranging community online, by phone and in person.
• Demonstrates active listening skills.
• Ability to be flexible and adaptable to work on a wide variety of projects; lending support where needed.
• Ability to approach work with a pleasant and professional demeanor.
• A strong commitment to the Organization’s mission is necessary.

ADDITIONAL INFORMATION

Interview Process

• Submit an application, including cover letter and resume.
• Phone screen with a member of AFTD’s HR department.
• Interview with Hiring Manager
• Team interview with department staff
• Offer made to final candidate (contingent on reference and background checks)
• Additional interviews or assessments may be required dependent on position

AFTD Awards & Accolades

• Platinum Transparency 2023 by GuideStar, an organization that collects and publishes IRS-verified data about charitable organizations, issuing Seals of Transparency based on how much information each charity provides
• 4-star rating on Charity Navigator, an organization that assesses nonprofits’ organizational effectiveness through IRS filings and metrics such as, Impact & Results, Accountability & Finance, Culture & Community, and Leadership & Adaptability

Benefits and Perks

AFTD offers a competitive salary and is committed to providing a comprehensive benefits package to meet the needs of our employees and their families, including:

• Medical, Dental and Vision insurance for eligible employees regularly working 30 hours or more per week - presently AFTD covers 100% of employee individual medical coverage.
• Employer Paid Basic Life Insurance/AD&D
• Employer Paid short-term and long-term disability insurance.
• Voluntary Identity Protection
• Voluntary Term Life/AD&D
• Voluntary Pet discount program
• Voluntary Accident
• Voluntary Hospital
• Voluntary Critical Illness
• Employee Assistance Program
• SIMPLE IRA with company match
• Generous paid vacation and sick time
• 10 paid holidays
• A company culture that encourages work/life balance
• Ongoing team building opportunities, including staff retreats and days of service.
• Ongoing professional development training and opportunities
• Hybrid working environment, with the opportunity to work remotely up to 3 days per week.
• Business casual dress code

AFTD is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. All ofyour information will be kept confidential according to EEO (Equal Employment Opportunity) guidelines.

AFTD participates in E-Verify. Learn more about applicant rights under Federal Employment Laws.