Health Resource Specialist II - HotlineJanuary 2019
Reporting to the Director, Community Outreach and Information Services, the Health Resources Specialist II (Hotline) provides counseling, education, referrals, and advocacy over all Hotlines on HIV/AIDS, pregnancy options, reproductive, urban youth, and maternal/child health issues. The HRS II also provides comprehensive sexuality education presentations to youth, young adults, adults, and professionals. This job is full-time and non-exempt.
Community Outreach and External Relations
- Actively contribute to public relations efforts for AccessMatters at community events.
- Assist in the production of educational materials directed toward youth, including fact sheets, brochures, promotional pieces, and other publications.
- Represent AccessMatters on coalitions and committees as relevant to agency agendas and mission.
- Stay informed of current information, trends, and best practices in the fields of youth development, education, adolescent, reproductive, and sexual health; stay current on relevant topical information and changes in services at key providers.
- Participate in supplementary activities including: research, attendance at external trainings, community education, outreach, and site visits.
- Execute other duties as assigned.
Hotline Counseling and Referral
- Provide accurate, complete and consistent information, referrals, and short-term counseling in a sensitive manner to anyone calling the Hotline. Address caller’s needs concerning sexual, reproductive, and family health issues such as: sexually transmitted infections, pregnancy options, pre-natal care, pregnancy, sexual health, children’s health insurance programs, and HIV/AIDS, specifically prevention, testing, medical care, and related social services for all of the above.
- Advocate for the consumer, make appointments when necessary, act as facilitator between consumer and provider when required, and assist in overcoming obstacles consumers may encounter in the healthcare system.
- Record complete information on each call to facilitate subsequent reporting for contracts.
- Conduct follow-up calls pertaining to consumer complaints, and complete written feedback reports.
- Conduct quarterly Service Access Calls for AccessMatters.
- Conduct “Mystery Shopper” test calls.
- Assist in updating and developing new educational curriculum as necessary.
- Facilitate comprehensive sexuality education workshops for youth, young adults, adults, and professionals.
- Implement evaluation tools to assess the goals and objectives of educational programming.
- Maintain accurate community education data following presentation or activity.
- Participate in outreach and staff community health fairs, special events, trainings, programs, projects, meetings, and other duties as assigned.
Knowledge, Skills and Abilities
- Bi-lingual abilities desirable, especially Spanish, Khmer, Laotian, Chinese, or Vietnamese.
- Demonstrated knowledge of positive youth development and empowerment.
- Ability to communicate effectively and inclusively, verbally and in writing, with individuals or groups.
- Ability to facilitate educational programs in diverse settings.
- Excellent written, computer, public speaking, communication, organizational, coaching and support skills.
- Knowledge of Microsoft Office suite, websites, social media, internet and data entry advantageous.
- Must be able to work independently and as a member of a team.
- Willingness to travel within all regions of the Philadelphia area, work outside normal business hours as needed (e.g., scheduled events), and work in community locations without on-site supervision.
- Demonstrated ability to work in a multi-cultural and multi-disciplinary team environment, including staff and consumers who are diverse in terms of race, culture, and sexual orientation.
- Sensitivity to inclusion, diversity, cultural differences, and the AccessMatters mission.
- Ability to perform with a high level of confidentiality, discretion, and integrity.
Education and Experience
- Bachelors degree, especially in relevant programs of study.
- Previous experience working in counseling, health education, youth development and/or sexual health.
- Eligible for required clearances.