Data and Quality Improvement Associate

Brief Overview:

We are searching for a full-time Data and Quality Improvement Associate for the Massachusetts Substance Use Helpline and the Illinois Helpline for Opioids and Other Substances (Helplines). This is an exciting opportunity to use data analysis and quality improvement expertise to enhance substance use treatment access in Illinois and Massachusetts, while gaining a deeper understanding of substance use and related systems in both states. There will also be significant opportunities to contribute to project development for both Helplines. This is an exempt, full-time position.

Position Description:

The Massachusetts Substance Use Helpline provides free and confidential information and referrals for alcohol and other drug abuse problems and related concerns.  The Helpline is committed to linking consumers with comprehensive, accurate, and current information about treatment, prevention, and recovery services throughout Massachusetts. HRiA has also recently launched a substance use helpline for the state of Illinois. The Illinois Helpline for Opioids and Other Substances focuses on increasing opioid treatment access and reducing opioid related death in Illinois through comprehensive information and referral services.

For more information about the organization or the Massachusetts Substance Use Helpline, visit or

The Data and Quality Improvement Associate will be responsible for managing the Helplines’ databases of substance use and related service providers. They will work with other Helpline team members and our technology partners to develop and implement database update processes, and will be responsible for ensuring data accuracy. This includes collaborating with Helpline staff, providers, and other stakeholders. The Data and Quality Improvement Associate will primarily be managing the content of the databases; technical components are maintained by an external technology partner. The Helplines each offer separate Provider Portals for service providers listed in their respective databases. Providers use the Provider Portal to view, make changes, or request changes to their programs’ data in the Helpline system. The Data and Quality Improvement Associate will be one of the Helpline team members responsible for responding to provider requests and messages.

The Data and Quality Improvement Associate will also be a part of the Helpline data reporting team, contributing to and creating quantitative and qualitative reports as scheduled and upon request. The Helpline reports may include data such as caller and chat visitor demographics, consumer feedback, phone and web statistics, and individual and project performance measures. The Data and Quality Improvement Associate will work with Helpline management and other stakeholders to develop engaging and meaningful reports and data representations.

Beyond creating reports, the Data and Quality Improvement Associate will work to ensure that Helpline data are used and analyzed effectively. They will track trends and communicate and collaborate with Helpline management and staff to develop and implement continuous quality improvement (CQI) and quality assurance (QA) processes. In addition, they will proactively explore, analyze, and report data that can help advance the understanding of substance use disorders in our communities, and may be helpful for the funders of the Helpline, as well as the general public and other community stakeholders. The Data and Quality Improvement Associate will also oversee work of at least one senior level Screening & Information Specialist (SIS) who will have database updating responsibilities. This position will report to the Associate Director of Information & Referral Services. This is an exempt, full-time position.

Duties and Responsibilities:

Project Work

  • Monitor database accuracy and proactively initiate improvement projects and processes.
  • Make updates to Helpline provider databases as needed.
  • Coordinate assignment and completion of database updates.
  • Respond to Provider Portal requests and monitor outcomes.
  • Prepare data reports as scheduled and as needed.
  • Prepare infographics and other data visualizations, as appropriate.
  • Track Helpline data to identify trends and changes.
  • Develop and implement CQI and QA processes, in collaboration with other Helpline staff and management.

Management and Supervision

  • Oversee and provide project supervision for staff assisting with database and reporting.
  • Provide in-service training for SIS as appropriate, on topics such as Helpline operations and data trends.

Thought Leadership

  • Build and develop database management, data analysis, and quality improvement expertise
  • Provide web content to promote Helplines
  • Assist with preparing and presenting reports and results

New Business Development

  • Assist with proposal writing, documentation, and/or submission
  • Write or contribute to technical components of proposals, as appropriate

Candidate Qualifications:

  • Master’s degree in a quantitative discipline with a focus in public health, biostatistics, epidemiology, social sciences, economics, or health care management is preferred OR Bachelor’s degree with commensurate skills and a minimum of 2 years of relevant experience;
  • Certified Information & Referral Specialist or Certified Resources Specialist (through AIRS) preferred or willingness to obtain within one year of hire.
  • Experience performing qualitative and quantitative data analysis.
  • Experience and proficiency with database (e.g., Excel or Access), data analysis (e.g., SAS, SPSS, NVivo) and data visualization (e.g., Tableau) software and platforms.
  • Familiarity and experience with QA and CQI processes.
  • Ability to work in a fast paced, high stress environment.
  • Customer/client focused with strong computer skills and excellent interpersonal skills.
  • Openness to information that may be different from personal views.
  • 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.
  • Demonstrated history of dependability.
  • Two years of sobriety requested for people in recovery.
  • Telephone service delivery experience preferred.
  • Professional experience or knowledge of addiction and addiction treatment preferred.
  • Experience with Oracle Service Cloud is a plus.


Training in addiction, information & referral, treatment services, and resources is available. Hours for this position may be flexible.

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.

Health Resources in Action offers an attractive benefits package, including medical, dental and life insurance, retirement plan, tax-deferred annuity, and generous vacation.

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

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