Contact Center Supervisor

Brief Overview:

We are seeking two full-time Helpline Contact Center Supervisors to join our team on the Massachusetts Substance Use & Problem Gambling Helplines (MA Helpline), the Illinois Helpline for Opioids and Other Substances (IL 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:

 Health Resources in Action, Inc. (HRiA) is a nonprofit public health and medical research funding organization based in Boston, Massachusetts, with a mission to help people live healthier lives and build healthier communities through prevention, health promotion, policy, and research. HRiA works with a diverse group of clients across the country to address some of the most critical public health issues using innovative and evidence-based approaches to improve population health. Our clients include the U.S. Centers for Disease Control and Prevention, the U.S. Department of Health and Human Services, state and local health departments, hospitals, and private/corporate philanthropic entities. 

Since its founding in 1957, HRiA has been at the forefront of public health, leading the way to promote healthier and more vibrant communities. Our work recognizes the impact of social, economic, and racial factors on health outcomes. HRiA is also a member of the National Network of Public Health Institutes comprising over 40 affiliates across the country.   

HRiA’s core services include capacity building assistance (e.g., training, technical assistance, and communications), grant making for biomedical research and community health initiatives, and research and evaluation.   

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 20 years, while the Illinois Helpline for Opioids and Other Substances (IL Helpline) is a newer project that was launched in December 2017. Furthermore, we launched the Vermont Helplink Alcohol & Drug Support Center (VT Helplink) in January 2020. In July of 2020, HRiA expanded Massachusetts Helpline services to include problem gambling. In September 2020, the VT Helplink expanded services to connect health care professionals with mental health services.  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 provide Helpline services and provide direct supervision to a portion of the SIS team. Two 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.  

Currently, HRiA staff are working remotely during the COVID-19 pandemic.  Staff will continue to work remotely through at least early 2021.  At that time, HRiA will reassess the situation based on the health and safety of our staff and communities.  

The contact center is the hub of the Helplines. 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, or text. The two Contact Center Supervisors handle incoming consumer inquiries and supervise a portion of the SIS. Additional team members deliver and support program operations, marketing and communication, web management, and data analysis, and management. The entire team is overseen by the Director, Substance Use Services. 

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 non-judgmental, 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 three 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. 

Duties and Responsibilities:

Management 

  • Coordinate and implement projects related to contact center operations, including technology, equipment, and space coordination, among others, as assigned 
  • Manage 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 three 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:

  • Bachelor’s degree in Psychology, Social Work, Human Services, or related field, or 5 years of related experience in lieu of a bachelor’s degree. 
  • 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) preferred 

Training in addiction, screening, treatment services, and resources is 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. 

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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