Helpline Specialist Counselor

Job Description

-Answer Quitline incoming calls related to those who are seeking assistance in stopping tobacco use - providing reactive and proactive counseling along with counseling on chronic disease
-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).
-Provide information or guidance on all questions regarding chronic lung disease management (telephone, chat, text, email).
-Participate in course and become certified as a tobacco treatment specialist; maintain CEU requirement for certification.
-Maintain certification in respiratory care.
-Follow Quitline protocol on all responses.
-Follow HelpLine protocol on all responses.
-Refer questions to the medical team when deemed appropriate.
-Assure all information is collected and entered into the database.
-Assist in assembling and mailing appropriate requested material.
-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.
-Meets job duties and responsibility requirements.
-Provides supervisor with regular and timely reports on work.
-Quantity of work that is timely, high quality, and accurate.
-Effectiveness of relationships with volunteers, staff, and the public.
-Adherence to policies and procedures of the Association.


-Certification as an addiction counselor and/or experience in counseling, community health education or social work is preferred with a minimum of (5) years proven experience. Previous
experience with tobacco cessation or health behavior change, preferred.
-Certification as a registered respiratory therapist; minimum of 3-5 years proven experience.
-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 independently in a telephone call center between the hours of 1:30 - 9:00 p.m.
-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 work occasional evenings and weekends, as needed.
-Ability to lift and carry 25 lbs. (event supplies).
-Maintains a smoke-free work place, all employees must abstain from tobacco use in any form.

Why Kelly®?

As a worker today, it’s up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find what’s next is what we’re all about. We know what’s going on in the evolving world of work—just ask the nearly 500,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.

About Kelly®

At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.

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