Helpline Contact Center Supervisor

Brief Overview:

We are seeking a full-time Helpline Contact Center Supervisor to join our team on the Oregon Helpline, Massachusetts Substance Use & Problem Gambling Helplines (MA Helpline), the Illinois Helpline for Opioids and Other Substances (IL Helpline), the Illinois Problem Gambling Helpline, and the Vermont Helplink (VT Helplink). This is an exciting opportunity to take on a newly developed position to support substance use treatment access across three states and supervise a diverse team of staff.

Position Description:

As part of our CBA services, HRiA manages an extensive portfolio of behavioral health initiatives, including statewide substance use helplines in Vermont and substance use and problem gambling helplines in Massachusetts and Illinois. The Illinois Helpline for Opioids and Other Substances (Illinois Department of Human Services, Division of Substance Use Prevention and Recovery) was launched in 2017, building upon our experience operating the MA Substance Use Helpline (Massachusetts Department of Public Health, Bureau of Substance Addiction Services) for over 23 years. HRiA launched the Vermont Helplink (Vermont Department of Health, Division of Substance Use Programs) in 2019. HRiA began operating the MA Problem Gambling Helpline (Massachusetts Department of Public Health, Office of Problem Gambling Services) in 2020 and the Illinois Problem Gambling Helpline (Illinois Department of Human Services, Division of Substance Use Prevention and Recovery) in 2022. As of December 2023, HRiA will launch the Oregon Helpline (Oregon Health Authority).
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. Four Contact Center Supervisors provide Helpline services and provide direct supervision to a portion of the SIS team. Three Masters-level Clinicians supervise a portion of the SIS, implement follow-up services, and provide additional coverage and support. 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.
The Contact Center Supervisors are responsible for handling incoming Helpline inquiries and providing supervisory support to the contact center team. They dedicate about half of their time to providing scheduled and as-needed Helpline coverage. This includes responding to incoming calls, online chats, and SMS text messages from people seeking information about and help with accessing substance use services for themselves, a family member or friend, and/or a client. In this capacity, they assess Helpline users’ needs, determine the most appropriate substance use prevention, treatment, and/or recovery support service options, identify available options (through the Helplines’ databases), and refer callers to those services. They provide accurate information, education, support, and referrals in a nonjudgmental, respectful, and culturally competent manner.
In the other half of their time, Contact Center Supervisors provide supervisory support to the SIS team. Each Supervisor acts 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. Each Supervisor also directly supervises up to six SIS team members. This includes providing bi-weekly supervision, processing timesheets, and fostering professional development. Contact Center Supervisors are responsible for supporting contact center operations, including managing a 24/7 coverage schedule, and staffing, space, and technology needs. They are the liaisons between the contact center team and information technology (IT) support. Supervisors assist with coordination and implementation of on-boarding training and team professional development. This is a full-time position with a salary in the mid to upper $50K’s based on skills and experience.

Duties and Responsibilities:

  • Coordinate and implement projects related to contact center operations, including technology, equipment, and space coordination, among others, as assigned
  • Work with Helpline Services Manager to coordinate Helpline staffing schedules to ensure continuous 24-hour staffing coverage
  • Serve as liaison between SIS and other project and organizational teams, to ensure appropriate representation and facilitate team integration
  • Supervise up to six SIS
  • Participate in on-call rotation
Project Work
  • Troubleshoot technical contact center issues, serve as liaison to IT support
  • Assist with coordination and implementation of on-boarding and professional development activities
  • Assess the needs of Helpline users by telephone, online chat, and SMS texting
  • Provide appropriate information and referrals to substance use and related services
  • Engage and motivate Helpline users to follow through on referrals by using active listening and motivational interviewing techniques
  • Obtain feedback on interactions with Helpline users
  • Gather and record data from users in Helpline database
  • Verify users’ insurance status, as applicable
  • Escalate consumers interactions to Helpline managers as needed
  • Represent the Helpline at outreach events, meetings, and/or presentations as needed
Thought Leadership
  • Continue to build and develop expertise in SUD
  • Suggest ideas/improvements through participation in teams and committees
  • Attend and actively participate in Helpline meetings and other activities to develop skills and make suggestions for project enhancements
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:

  • 5 years related experience (lived or professional) in the fields of Substance Use, Recovery, Problem Gambling, and/or Harm Reduction Services, or bachelor’s degree in Psychology, Social Work, Human Services, or related field in lieu of experience
  • Certified Resource Specialist (through AIRS) preferred or willingness to obtain within one year of hire.
  • Experience in information and referral services, customer service, counseling, substance use, or human services required.
  • Ability to adapt to changes in work environment and expectations.
  • Customer/consumer focused with excellent interpersonal and communication skills.
  • Good computer skills and experience and/or ability to use online systems and databases • Openness to information that may be different from personal views
  • Willingness to work with consumers who may be ambivalent, resistant, impaired or have psychological disorders
  • Must be open to providing information about a variety of treatment options and paths to recovery based on a caller’s needs
  • Must be respectful of cultural differences and value diversity of thought, backgrounds, and perspectives
  • Must have high ethical standards and a willingness to comply with professional expectations.
  • Demonstrated history of dependability needed
  • Two years of sobriety requested for people in recovery
  • Bilingual (Spanish/English) a plus
Training in addiction, screening, treatment services, and resources are provided. Hours for this position require weekday availability, and the position may include weekend or overnight on-call duties. 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. The MA & IL Helplines are open 24 hours/day, 7 days/week, 365 days a 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. 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. 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 offers an attractive benefits package including medical, dental and life insurance, retirement plan, tax-deferred annuity, and generous annual vacation that starts at four weeks in addition to three weeks of annual sick time, 13 paid holidays, plus office closure time during the last week of December.
Generally, our interviews take place between 9am-5pm ET. If you are contacted for an interview, please let us know if this timeframe is a challenge, so we can work with the interview team to find alternatives.
To apply, submit your resume and cover letter online.

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