Clinician, Helplines

Brief Overview:

We are seeking a Clinician to join our team on the Massachusetts Substance Use Helpline (MA Helpline), the Illinois Helpline for Opioids and Other Substances (IL Helpline), and the Vermont Helplink (VT Helplink). This is an exciting opportunity to share addiction expertise while gaining a deeper understanding of substance use and related systems in three states, through consumer interaction and staff supervision.

Position Description:

The Helpline contact center is the hub for both the Illinois Helpline for Opioids and Other Substances and the Massachusetts Substance Use Helpline, and the Vermont Helplink. Screening and Information Specialists (SIS) comprise most of the contact center team and respond to incoming inquiries from people in each state by phone, chat, and text. Two Clinicians supervise SIS and provide additional clinical and project implementation support. Additional Helpline team members deliver and support program operations, marketing and communication, web management, and data analysis, and management. The larger team is overseen by the Director, Substance Use Services.

The Clinician will be a part of the Clinical Team and is responsible for providing availability to respond to requests from SIS regarding complex, difficult, or emergency calls to the Helplines. The Clinician will also provide coverage to respond to Helpline calls, chat inquiries, and text messages as needed. Each Clinician will act as shift supervisor for SIS while they are working. This includes monitoring SIS calls, consulting with SIS and intervening during difficult calls, and addressing any urgent issues. The Clinician will provide on-going training to SIS through periodic in-service trainings on relevant topics. The Clinical Team will also be responsible for initiating contact with Helpline users who qualify for and agree to participate in follow-up services. The Clinician will directly supervise up to five SIS team members. This includes bi-weekly supervision, processing timesheets, and fostering professional development. This is a full-time position.

Duties and Responsibilities:

Project Work

  • Conduct follow-up services with Helpline consumers
  • Consult with SIS and intervene on complex or difficult calls/cases
  • Provide Helpline coverage as needed
  • Participate on the Helpline Quality Assurance Team
  • Provide clinical lens in planning and execution of Helpline activities
  • Participate in Helpline on-call rotation


  • Supervise assigned SIS (up to five)
  • Foster professional development of supervisees and contribute to team professional development through relevant in-service trainings on a range of topics as appropriate
  • Monitor SIS consumer interactions and provide feedback and/or assistance as appropriate
  • Act as supervisor on-shift for contact center team
  • Collaborate with Helpline Managers, Director, and other team members on quality improvement processes
  • Participate in new staff hiring processes

Thought Leadership

  • Continue to build and develop expertise in substance use disorders
  • Suggest ideas/improvements through participation in departmental and organizational teams and committees

New Business Development

  • Maintain updated resume and bio for use in new business proposals
  • Assist with technical components of new business proposals as needed

Candidate Qualifications:

  • Master’s degree in social work, clinical or counseling psychology, psychiatric nursing, or other mental health field. Any professional licenses or certifications must be current and maintained.
  • Minimum two years of clinical or case management experience.
  • Demonstrated ability to supervise staff.
  • Competency in:
    • Assessment and evaluation of patients with mental health or substance use disorders
    • Crisis intervention and management
    • Substance use disorder continuum of care
  • Certified Community Resource Specialist (through AIRS) or willingness to obtain within one year of hire.
  • Ability to adapt to changes in work environment and expectations.
  • Customer/client focused with strong computer skills and excellent interpersonal skills.
  • Openness to information that may be different from personal views.
  • Willingness to work with callers who may be ambivalent, resistant, impaired, or have psychological disorders.
  • Openness to a variety of treatment services based on individuals’ needs.
  • Respectful of cultural differences, and values diversity of thought, backgrounds, and perspectives.
  • High ethical standard and a willingness to comply with professional expectations.
  • 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.
  • Demonstrated pleasant telephone voice and helpful manner.
  • Two years of sobriety requested for people in recovery.
  • Telephone service delivery experience preferred.

Training in addiction, screening, treatment services, and resources is provided. Hours for this position are Monday-Friday 9am-5pm, but may be flexible, and the position will include weekend or overnight on-call duties. The MA Helpline and VT Helplink are open Monday through Friday 8:00 am to 10:00 pm and weekends and holidays 8:00 am to 6:00 pm. The IL Helpline is open 24 hours/day, 7 days/week.

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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