Associate Director, Helplines

Brief Overview:

We are seeking a full-time Associate Director to join our Helpline team to take on a new role to facilitate substance use service access across multiple states while supporting a diverse team of staff.

Position Description:

The Associate Director provides strategic management and guidance to ensure seamless collaboration and efficiency among all Helpline services. They are responsible for providing support and oversight to the Helpline contact center team and managing key integration points between the contact center and other Helpline sub-teams. Sub-teams are functional groups comprising staff that support and work in the Helpline contact center, and/or provide technology, marketing and communication, outreach, and administration services. Integration between sub-teams is required in the development and maintenance of features such as the online treatment assessment, Helpline-hosted events, website, and more. Because of the unique needs and expertise brought by the contact center team, integration between them and the other sub-teams is vital. The Associate Director will assist in development and implementation of program strategic goals and priorities. This includes supporting health and racial equity learning and practice throughout the team, along with other colleagues in the department and organization. They will also work with team members to ensure continuous quality improvement and consistency in approach across Helpline services and activities. Our approach is inclusive, based on harm reduction principles, and is trauma-informed.

The Associate Director will supervise the Clinical Manager and Helpline Services Manager, and collaboratively lead contact center activities with them, the Managing Director, and other staff. They will coordinate with the Project Managers for each state’s Helplines to ensure contact center activities and integrations are in line with project priorities and expectations. They will review policies, protocols, and performance for the contact center team. As needed, the Associate Director will provide coverage for our 24/7 Helpline phone, chat, and SMS text services. The Associate Director is supervised by and reports directly to the Managing Director, Behavioral Health.

This is an exempt, full-time position that can be based remotely or in our Boston office once it reopens in 2021 (exact timing to be determined). (Salary range: Associate Director, low- to mid-$80,000, based on skills and experience).

Duties and Responsibilities:

Management (50%)

  • Lead and support the Helpline contact center team (diverse professionals at multiple levels)
  • Provide strategic vision and management of key integration points between contact center team and other functional work teams and expertise (e.g., online treatment assessment, key outreach opportunities, ensuring consistency of approach across the program)
  • Recruit, train, and supervise Clinical Manager, Helpline Services Manager, and other staff as appropriate
  • Provide insight, guidance, and implementation support to Continuous Quality Improvement processes across projects
  • Assist with departmental planning, budget, decision making, implementation, or evaluation at Managing Director’s discretion
  • Provide day-to-day management of key vendors (NebuLogic, Keyrus)
  • Provide insight and guidance to help address challenges and barriers, and support and ensure continuous quality improvement activities
  • Work with Project Managers and other team members to ensure contract compliance and implementation, and timely completion of deliverables within budget and to client’s satisfaction
  • Assist with project planning, decision making, implementation, and evaluation
  • Participate in Expanded Leadership Team meetings and other organization-wide activities as needed
  • Build own expertise in organizational development, team building, and other management areas

Thought Leadership (15%)

  • Work and train to become a trusted, informed source in behavioral health for HRiA, clients, and community
  • Submit abstracts and present at events/conferences in coordination with other team members
  • Provide web content to promote work
  • Provide advice to clients and internal teams to help guide project approaches and tasks
  • Suggest ideas/improvements through participation in teams and committees

New Business Development (15%)

  • Work with departmental and organizational leadership to identify and assess new business opportunities
  • Contribute to proposals, scopes of work, and budgets for new projects, funding, and contract renewals as needed

Project Work (10%)

  • Maintain and build own skills in management and behavioral health
  • Collaborate with other team members to plan and implement departmental health and racial equity initiatives

Candidate Qualifications:

  • Master’s degree, with a focus in the social sciences, public health, health policy, or health care management, or education; or commensurate experience.
  • At least five (5) years of relevant work experience in a leadership or management capacity, with demonstrated success in managing and implementing a program(s) of similar size and scope.
  • Experience in the fields of substance use disorder, problem gambling, and/or health and racial equity preferred.
  • Project Management Professional (PMP) certification preferred.
  • Certification as a Community Resource Specialist (through AIRS) preferred or willingness to obtain within one year of hire (at HRiA’s expense).
  • Exceptional verbal, written, and presentation skills.
  • Strong organizational skills and an ability to juggle multiple, competing priorities and timelines.
  • Strong problem-solving and analytical skills, with an ability to anticipate challenges and propose solutions.
  • Ability to identify priority project tasks, gather input and guidance, and accomplish them independently with minimal additional oversight.
  • Demonstrated ability to work collaboratively in a team-oriented, fast-paced environment.
  • Keen attention to detail and a strong commitment to high-quality products, customer/client service, and team interactions.
  • Excellent interpersonal skills, including strong communication, negotiation, and collaboration skills.
  • Openness to information that may be different from personal views.
  • Respectful of cultural differences, and values diversity of thought, backgrounds, and perspectives.
  • Ability and willingness to field incoming Helpline calls during periods of high call volume or other special circumstances.
  • Two years of sobriety requested for people in recovery.

Training in substance use disorder and problem gambling, screening, motivational interviewing, treatment services, and resources is available. Hours for this position are standard 9 am to 5 pm and may be flexible. The position may include weekend or overnight on-call duties. The MA and IL Helplines operate 24/7 and the VT Helplink operates 8 am to 10 pm weekdays, and 8 am to 6 pm on weekends and holidays; all Helplines are open every day of the year.

This description is intended to indicate the kinds of work duties that will be required in this position.  It is not intended to limit, or in any way modify, the rights of any supervisor to assign, direct, and contract work of staff under his/her supervision.  The use of a particular illustration describing duties shall not be held to exclude other duties, not mentioned, that are of a similar level or difficulty.

How to Apply:

HRiA is actively seeking to build a diverse and experienced staff. The organization encourages multiple perspectives and experiences, supports a multicultural environment, and strives to hire and retain a diverse work force that reflects the populations we work with and the communities where we work. Diversity is a core value of HRiA resulting in culturally competent services, materials, resources, and programs. Our hiring and business practices appreciate the strengths offered through different backgrounds.

HRiA is an equal opportunity, affirmative action employer and is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

HRiA offers an attractive benefits package including medical, dental and life insurance, retirement plan, tax-deferred annuity, and generous vacation starting at four weeks.

To apply, submit your resume, cover letter, and salary requirements online.

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