Job Description
Division Programs & Operations
Department Tobacco Quitline
Job Title INTERVENTIONIST
Special Notes Part-time FLOATING position. Initially, the position will work M-W 3 p.m. to 6 p.m.; Thursday-Friday 5 p.m. to 9 p.m. Saturdays: PRN (as needed) 9:30 a.m. to 5:30 p.m. This schedule is subject to change with little notice to meet the demands of the call center. Applicants must be able to work hours needed between the hours of 7 a.m. and 10 p.m. M-F, and 8:30 a.m. to 5 p.m. on Saturdays.
Long Description The Interventionist will be responsible for answering calls, entering basic demographics, and tobacco history information in the database, determine level of service caller desires, transferring calls to counselor, or performing support sessions as assigned, and scheduling call backs for a counseling call. The Interventionist will provide referral information regarding cessation treatment programs or other referrals as appropriate. Interventionist will consult counseling staff or supervisor to identify appropriate mental health resources. Specific duties and responsibilities include documentation of each call and completing follow ups on designated calls .The Interventionist 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 8 a.m. to 9 p.m., Fridays from 8 a.m. to 7 p.m., and Saturdays 9:00 a.m. to 5:30 p.m.
Short Description The Interventionist will be responsible for answering calls, entering basic demographics, and tobacco history information in the database, determine level of service caller desires, transferring calls to counselor, or performing support sessions as assigned, and scheduling call backs for a counseling call.
Education A minimum associate degree in medical, behavioral health, or related field is required, a Bachelor’s degree is 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 active listening skills, knowledge of cessation treatment protocol, familiar with confidentiality policies; critical thinking and problem solving skills; evaluation skills; creativity; knowledge regarding treatment delivery options.
Exceptions Quitline Interventionist: 1. May not presently be a smoker or tobacco user. 2. May be in cessation treatment or have been through tobacco cessation treatment. 3. May be a former smoker or tobacco user. May be someone who has never used tobacco.
Responsibilities I. Performance Responsibilities A. Answer the incoming Quitline calls from those wishing to stop tobacco use. B. Complete all forms (electronic or paper) with appropriate information C. Provides cessation support as assigned. D. Provides appropriate referral information regarding local cessation treatment programs, mailed materials available, and local referrals for health related treatment. E. Follow policy and procedures for the Quitline process. F. Actively participates in updating tobacco cessation information, as it becomes available. G. Regular staffing of cases with counseling staff or supervisor. H. Utilizes the best practice intervention methods in providing appropriate 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. I. Participates in continuing educational training offered by appropriate sources to keep up with the most recent tobacco cessation information. J. Participate in presentations, and exhibits when scheduled and be available for travel when necessary to complete these duties. K. Participate in ongoing pilot projects and special programs as assigned in the growth of the Tobacco Quitline.
Performance II. General 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 Supervisor 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 Supervisor. 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.
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 CHARACTERISTICS: DESCRIPTION/EXPLANATION 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/ Ability to reason and maintain control of emotions. Emotional Control Demonstrate a mentally healthy attitude which is appropriate and congruent with the local and cultural norms. Mental & Physical Ability to use CRT terminal