Elder Helpline Support

Job Overview

The Area Agency on Aging of Broward County (AAABC) is a nonprofit organization serving Broward County's senior residents, age 60 or older. The AAABC plans, develops, coordinates, and evaluates programs; funds services; and is the prime Advocate for residents of Broward County, Florida, 60 years of age or older. We are your one-stop source of information regarding services in Broward County, Florida, for seniors, persons with disabilities, ages 18 and over, their families, and caregivers.

We are seeking a compassionate and proactive Elder Helpline Support Specialist to join our dedicated team. In this vital role, you will serve as the first point of contact for older adults seeking assistance, providing empathetic support, crisis intervention, and resource guidance. Your energetic approach will help empower seniors to navigate complex mental health and social challenges, ensuring they receive timely and appropriate care. This paid position offers an opportunity to make a meaningful difference in the lives of vulnerable populations while utilizing your clinical skills and community care experience.

Duties

• Respond promptly to incoming calls from older adults, family members, and caregivers, assessing their needs with sensitivity and professionalism
• Conduct mental health assessments and risk evaluations using established clinical documentation standards and crisis intervention techniques
• Provide crisis management, de-escalation, and behavioral health support tailored to high-risk populations, including individuals with co-occurring disorders or developmental disabilities
• Facilitate individual and group counseling sessions focused on grief, trauma, PTSD, addiction counseling, or behavioral therapy as appropriate
• Collect and document detailed medical records, electronic health records (EHR), and clinical notes in compliance with HIPAA regulations
• Coordinate case management efforts by connecting clients with community resources, home & community care services, and hospital or acute care facilities
• Perform ongoing client communication, follow-up assessments, and data collection to monitor progress and adjust care plans accordingly

Experience

• Proven experience working with children, seniors, or individuals with mental health conditions in settings such as hospitals, community clinics, or home care environments
• Strong background in psychotherapy modalities including cognitive behavioral therapy (CBT), behavioral therapy, grief counseling, or trauma-informed care
• Familiarity with crisis intervention risk assessment tools like DSM-5 criteria and ICD coding standards for accurate diagnosis and treatment planning
• Experience working with individuals with developmental disabilities or autism spectrum disorder (ASD), including behavior management strategies
• Knowledge of medical terminology related to psychiatric patient care and substance use disorders; experience managing electronic health records (EHR) systems
• Demonstrated ability to perform mental health assessments for high-risk populations using de-escalation techniques and crisis management protocols
• Certification or training in social work, addiction counseling, trauma-informed care, or related fields is highly desirable

Join us in this rewarding role where your energetic dedication combined with your clinical expertise will help improve the quality of life for our elders. We are committed to supporting your professional growth while ensuring you have the resources needed to succeed in providing compassionate patient care.

Pay: $17.00 per hour

Benefits:

• 403(b)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Retirement plan

Application Question(s):

• If you have an Associate's degree, do you have a minimum of 1 year experience as a caseworker, case manager, intake specialist, or human services-related work?
• If you do not have a college degree, do you have a high school diploma or GED and 2 years of experience as a caseworker, case manager, intake specialist, or experience in performing human services-related work?
• Are you an enrolled student from a college or university in Florida who is an intern pursuing a bachelor's degree in a social services field?
• How would you rate your technical abilities on a scale of 1-5?
• What is your experience working or interacting with 60+ individuals?

Education:

• Bachelor's (Preferred)

Work Location: In person