Bilingual Dementia Helpline Representative

Application deadline:

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Reports to: Dementia Helpline Supervisor
Supervises: N/A

Job Summary

Reporting to the Dementia Helpline Supervisor, the Bilingual Dementia Helpline Representative will respond to inquiries by phone, email, and other channels from members of the public and family members of people experiencing or potentially experiencing dementia or dementia symptoms. The Bilingual Dementia Helpline Representative is responsible to learn about the situation of the caller, provide information based on existing documentation, and offer referrals appropriate to the situation outlined by the caller. The information and referral services are documented for the Representative to use as they communicate next steps to the caller, leveraging empathy and active listening skills.

Essential Duties and Responsibilities:

Understand the client:

  • Ask probing questions to understand client situation
  • Build rapport with clients, using active listening techniques
  • Follow documented call flows available in Knowledge Base
  • Compile client information as appropriate per Standard Operating Procedures
  • Determine resources most useful to the client
  • Maintain the required standards of confidentiality at all times
  • Leads the adoption of data science within the organization and a research-to-KTE-to-advocacy approach
  • Directs research according to the mission and strategic goals of the Alzheimer Society
  • Reinforce the Alzheimer Society as the "go-to" organization for cutting edge research and evidence informed information about Alzheimer’s, dementia and their impact on people living with dementia

Provide Referral/Information:

  • Share existing information with client verbally and/or by email
  • Using captured information, share referral service options as appropriate to the situation
  • Connect client to additional resources, as appropriate
  • Leverage knowledge of the programmatic offerings
  • Act as the reassuring first step along a client’s experience with the Alzheimer Society
  • Provide sufficient detail to answer client questions or concerns
  • Track resolution of the interaction

Job Qualifications

Education:

  • Completion of 2–4-year post- secondary education preferred
  • An equivalent combination of education and experience will also be considered

Experience:

  • 1-2 years’ experience in providing customer or client service
  • Previous experience in a contact centre environment preferred
  • Previous experience using customer interaction tools (CRM, email tools, Knowledge Bases)

Other Knowledge, Skills, Abilities or Certifications:

  • Ability to communicate proficiently in French is required (verbal and written)
  • Excellent communication (verbal and written) and interpersonal skills
  • High degree of active listening skills
  • High level of interpersonal skills
  • Considerable capacity for empathy
  • Ability to communicate information from existing materials to clients with potentially no understanding of dementia and corollary issues
  • Ability to take accountability for client experience within existing frameworks
  • Strong proficient use Microsoft Office (Word, Excel, Outlook, PowerPoint)
  • Ability to prioritize match problems with existing solutions for resolution Demonstrated ability to work independently and within a team Ability to speak languages other than English is an asset

Commitment to Equitable Recruitment

The Alzheimer Society welcomes those who have demonstrated a commitment to upholding the values of equity and social justice and we encourage applications from members of groups that have been historically disadvantaged and marginalized, including First Nations, Metis and Inuit peoples, Indigenous peoples of North America, Black and persons of colour, persons with disabilities, people living with dementia, care partners and those who identify as LGBTQ2S+.

COVID-19 Vaccination

The Society requires that you be fully vaccinated for COVID-19, subject to any accommodation obligations you may have under human rights legislation.

Please submit your resume and cover letter to: resumes@alzheimerssc.org

Please include the ‘Job Title’ in the subject line.

Closing Date: November 12, 2021

We thank all who apply, but only those selected for an interview will be contacted.