Clinical Manager

Brief Overview:

We are seeking a full-time Clinical Manager for the Helplines. This is an exciting opportunity to build a deep understanding of substance use and behavioral health services nationally while collaboratively managing a contact center.

Position Description:

As part of our capacity building work, HRiA operates four state-wide Helplines focused on increasing access to behavioral health treatment, prevention, harm reduction, and recovery services through confidential, compassionate, and accurate information & referral services. The Massachusetts Substance Use Helpline (MA Helpline) has been in operation for over 22 years, while the Illinois Helpline for Opioids and Other Substances (IL Helpline) launched in December 2017. In 2020, we launched the Vermont Helplink Alcohol & Drug Support Center (VT Helplink), expanded Massachusetts Helpline services to include the MA Problem Gambling Helpline, and began connecting health care professionals with mental health services as part of the VT Helplink. We continuously roll out enhancements to meet the needs of the states’ residents as well as to build awareness of our innovative services. We anticipate continued growth and development of our team and our work.

The Helpline contact center is the hub for the Helplines. Screening & Information Specialists (SIS) comprise most of the contact center team and respond to incoming Helpline inquiries. Two Contact Center Supervisors supervise a portion of the SIS team and provide Helpline services. Two Masters-level Clinicians supervise a portion of the SIS, implement follow-up services, and provide additional coverage and support. The Clinical Manager and Manager of Helpline Services support and manage the contact center team. Additional Helpline team members deliver and support program operations, marketing and communication, web management, and data analysis and management, supervision, and leadership.

The larger team is overseen by the Managing Director, Behavioral Health.

Using subject matter expertise in SUD and behavioral health, the Clinical Manager is responsible for ensuring the Helplines operate in accordance with best and promising practices. This includes creating and maintaining Helpline Service Protocols and sharing knowledge with the contact center team through training, coaching, and supervision. They develop, manage, and execute on-boarding for new Helpline team members, with support from and in coordination with other staff. The Clinical Manager plans and coordinates team-wide professional development opportunities and supports supervisors in providing professional development opportunities for staff. The Clinical Manager works with Helpline Leadership and team to prioritize projects and activities within these areas to balance their workload and the needs of the Helplines and team.

The Clinical Manager supervises up to five staff in Clinician, Supervisor, or SIS roles. They may also act as a shift supervisor for SIS while they are working. This includes monitoring SIS consumer interactions, consulting with SIS and intervening during difficult interactions, and addressing any urgent issues. The Clinical Manager participates in the Helpline on-call rotation to address urgent needs such as call-outs and technology troubleshooting outside of business hours. They also provide Helpline coverage and follow-up services as needed.

The Clinical Manager works with marketing and management staff to share relevant behavioral health knowledge and contact center updates to inform or guide Helpline marketing activities and materials. They contribute their expertise to new business development and thought leadership activities, such as writing technical components of new business proposals and/or presenting at conferences/events with senior staff. The Manager may also contribute as needed to support the success and integration of projects within HRiA’s behavioral health portfolio.

We are seeking a full-time Clinical Manager for the Helplines. As described further below, the Clinical Manager will use expertise in substance use disorder (SUD) and behavioral health to support the implementation of Helpline consumer services (phone, online chat, SMS texting). This is an exciting opportunity to build a deep understanding of substance use and behavioral health services nationally while collaboratively managing a contact center. This is a “technical track” position requiring a depth of subject matter and/or content expertise and related skills and less management and operational expectations. The Clinical Manager is supervised by and reports directly to the Associate Director, Helpline Services.

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: Manager, mid- to upper-$60,000, based on skills and experience).

Duties and Responsibilities:

Project Work (60%)

  • Coordinate and implement team professional development, ensuring alignment with Helpline services and goals
  • Manage onboarding training of SIS, Supervisors, and Clinicians and implement in collaboration with other team members; assist with on-boarding of new Helpline staff in other roles
  • Review, advise, and integrate training content developed by other team members
  • Create and maintain Helpline Service Protocols
  • Collaborate with other Helpline management staff to align Helpline services with industry best/promising practices
  • Act as liaison between the contact center and marketing team, sharing content on Helpline contact center activities and providing SUD expertise
  • Implement and support relevant Helpline quality improvement activities
  • Participate in Helpline on-call rotation
  • Provide Helpline coverage and follow-up services as needed

Management (25%)

  • Coordinate with other members of Helpline leadership, to ensure execution of contact center activities in accordance with best practices in the field
  • Supervise up to five assigned staff in SIS, Supervisor, and/or Clinician roles
  • Consult with contact center staff on difficult or complex consumer cases
  • Participate in new staff hiring processes
  • Facilitate and coordinate Helpline Staff Meetings with other Helpline staff, as needed
  • Act as supervisor on-shift for contact center team as needed

Thought Leadership (10%)

  • Continue to build and develop skills in contact center operations and expertise in SUD
  • Contribute to web and other marketing content to promote work
  • Present at conferences/events with senior staff
  • Suggest ideas/improvements through participation in teams and committees

New Business Development (5%)

  • Contribute to technical components of proposals
  • Assist with proposal writing and/or submission

Candidate Qualifications:

  • Master’s degree in social work, psychology, psychiatric nursing, or other behavioral health field, or commensurate experience. Any professional licenses or certifications must be current and
  • Minimum two years of clinical or case management experience in SUD or behavioral health
  • Demonstrated experience in supervising and training
  • Demonstrated experience in behavioral health, including
  • Experience in problem gambling, adult learning, and/or curriculum development
  • Certified Community Resource Specialist (through AIRS) or willingness to obtain within one year of hire (at HRiA’s expense).
  • Ability to adapt to changes in work environment and
  • Experience working in a multicultural environment and a commitment to health and racial equity, including addressing racism and white supremacy in our internal and external work
  • Customer/client focused and excellent interpersonal
  • A commitment to valuing diversity of thought, backgrounds, and perspectives.
  • High ethical standard and a willingness to comply with professional
  • Ability to communicate clearly and effectively
  • Previous experience with or willingness to learn to use computer for data recording and database searching.
  • Demonstrated history of dependability.
  • Two years of sobriety requested for people in recovery.

Training in addiction, screening, interviewing, treatment services, and resources is available. Standard hours for this position are 9:00 am to 5:00 pm but may be flexible. The position includes on-call duties during weekends and overnights. The MA and IL Helplines are open 24 hours/day, 7 days/week. The VT Helplink is open Monday through Friday 8:00 am to 10:00 pm and weekends and holidays 8:00 am to 6:00 pm.

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 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. Equity and inclusion are core values of our organization. Our hiring and business practices appreciate the strengths offered through varied backgrounds. As public health practitioners with a social justice focus, we are committed to better understanding and learning from the institutional structures that create disparities among us and our work. We are actively seeking to build a diverse and experienced staff

HRiA offers exceptional employee benefits that include a 35-hour work week; employer funded health, dental and life insurance; a retirement plan that includes an employer-funded tax-deferred annuity; generous vacation and sick time; and flexible work schedules.

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



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