Job Description
Division IQH Corporate Services
Department Tobacco Quitline
Job Title HEALTH AND WELLNESS COACH
Special Notes This is a remote position working Monday-Friday. Shift: 10:30 a.m. to 7 p.m.
Long Description The Tobacco Quitline Counselor should be prepared to answer the Quitline incoming calls related to those who are seeking assistance in stopping tobacco use. The counselor will be prepared to engage in telephone counseling in an effort to help those calling for assistance. Specific duties and responsibilities include documentation of each call, logging messages left on the answering line, performing counseling and follow ups on designated calls as appropriate, assisting in the preparation of monthly reports and keeping abreast of the most recent developments in the treatment of tobacco cessation methods and techniques. The counselor must be flexible in time scheduling, understanding that schedules may be adjusted dependent upon the incoming call activity. The Tobacco Quitline hours are M-Th 7 a.m. to 9 p.m., Fridays from 7 a.m. to 7 p.m., and Saturdays 9:00 a.m. to 5:30 p.m.
Short Description The Tobacco Quitline Counselor will use telephone counseling to assist tobacco users to quit.
Education Master’s degree in counseling, social work, psychology or related field. LPC preferred.
Experience Degree coursework, internship hours, and practicum hours acceptable
Division Technical Competencies – basic writing skills; good verbal and listening skills; basic word processing skills; organizational and planning skills. Intellectual Competencies – basic counseling/interaction knowledge; knowledge of addiction treatment processes, familiar with cognitive/behavioral processes; confidentiality; critical thinking and problem solving skills; evaluation skills; creativity; knowledge regarding treatment delivery options.
Exceptions Quitline counselors: 1. may not presently be smokers or tobacco users 2. may be in cessation treatment, have been through tobacco cessation treatment 3. may be former smokers or tobacco users 4. do not have to have been a tobacco user, may be someone who has never used tobacco.
Responsibilities Performance Responsibilities: A. Answer the incoming Quitline calls from those wishing to stop tobacco use. B. Complete all database requirements with appropriate information C. Daily accounting of tickler files for appropriate continued counseling and follow up calls and documentation of those calls D. Provides cessation counseling to those incoming callers desiring this service E. Provides appropriate referral information regarding local cessation treatment programs, mailed materials available, and local referrals for health related treatment. F. Follow policy and procedures for the Quitline process. G. Actively participates in updating tobacco cessation information, as it becomes available. H. Provides contacts on those messages left on the answering system during unmanned call times or high volume call periods. I. Practices the best practice counseling methods in providing cessation services to callers, i.e., is knowledgeable of and complies with average length of contacts with callers. Understands these are monitored by Supervisor and noncompliance will result in discussion with the Supervisor for performance improvement. J. Participates in continuing educational training offered by appropriate sources to keep up with the most recent tobacco cessation information. K. Completes the Tobacco Treatment Specialists Training and is recommended to complete certification requirements. L. Keeps updated on new grant information and changes pertinent to the function of a specific quitline, as well as updated on information on nicotine replacement products and their use. M. Attends the Tobacco Treatment Specialists training and arranges to take the examination in order to become certified. N. Participates in the development and preparation of monthly reports including any modifications of the database and reports to better track and record information from the callers and their continued participation. O. Participate in presentations, man exhibits when scheduled and be available for travel when necessary to complete these duties. P. Participate in ongoing pilot projects and special programs as assigned in the growth of the Tobacco Quitline.
Performance A. Complies with confidentiality policy and statutes. B. Fulfills responsibilities in a reliable, dependable manner. C. Recognizes own learning needs and shows motivation to meet them. Incorporates new knowledge into job tasks. D. Displays professional verbal skills. E. Performs specific tasks, projects and studies assigned by the Manager relative to the project growth and development. F. Demonstrates initiative and desire to achieve excellence. G. Accepts direction and constructive criticism. H. Understands evaluations are based on performance, techniques and adherence to policy and procedures for both IQH and the Quitline. I. Promotes a team spirit and enthusiasm for the project goals. J. Follows organizational structure for problems and grievances. K. Demonstrates conscientious cost containment practices. L. Performs other duties as assigned by Manager.
Attendance A. Attends and participates in continuing training as required B. Adheres to personnel policies C. Uses time effectively D. Provides adequate notice of changes in the schedule to allow for coverage adjustments E. Must be flexible in scheduling since schedules may be adjusted to make counselors most available during the highest volume call periods.
Accountable To Supervisor, Tobacco Quitline Manager, Tobacco Quitline
Essential Functions Standing/Walking - Capacity needed to stand and walk in performing direct or indirect duties related to position description. Talking - Ability to express or exchange ideas verbally/orally in English language with staff, customers or other persons. Hearing - Hearing required within normal ranges with/without correction to receive detailed information through oral communication and to make discrimination in sound. Seeing - Normal vision acuity with/without corrective lenses necessary. Pushing/Pulling - Use of upper or lower extremities to exert force in order to draw, drag, haul or tug objects (pulling) or press against something with steady force in order to thrust forward, downward or outward (pushing) in a sustained motion. Manual Dexterity - Dexterity necessary for picking, pinching, typing or otherwise working primarily with fingers rather than the whole hand or arm. Fine motor skills may be needed. Gross motor skills may also be required. Logical Thinking/Emotional Control - Ability to reason and maintain control of emotions. Demonstrate a mentally healthy attitude which is appropriate and congruent with the local and cultural norms.