Health Resource Specialist II - Hotline

January 2019

Job Summary

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.

Essential Functions

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.

Community Education

  • 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.

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