Data and Quality Improvement Supervisor

Brief Overview:

We are searching for a Data and Quality Improvement Supervisor for the Massachusetts Substance Use Helpline and the Illinois Helpline for Opioids and Other Substances. 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 a full time, exempt position.

Position Description:

The Massachusetts Substance Use Helpline provides free and confidential information and referrals for alcohol and other drug use 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. The Illinois Opioid and Other Drug Helpline is a new project focusing on increasing opioid treatment access and reducing opioid related death in Illinois. When launched, the IL Helpline will provide free and confidential information and referrals for opioid and other drug use problems and related concerns.  The Helpline is committed to linking consumers with comprehensive, accurate, and current information about treatment, prevention, and recovery services throughout Illinois.

The Data and Quality Improvement Supervisor will be responsible for managing the Helpline database of substance use and related service providers. They will work with other Helpline team members 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 Supervisor will also be a part of the Helpline data reporting team, contributing to and creating quantitative and qualitative reports as scheduled and upon request. Beyond creating reports, the Data and Quality Improvement Supervisor will ensure that Helpline data are used and analyzed effectively and will work with Helpline management and staff to develop and implement Continuous Quality Improvement (CQI) and quality assurance (QA) processes.

The Data and Quality Improvement Supervisor will be a part of a four-person supervisory team made up of Supervisors and Clinicians. They will oversee at least one senior level Screening & Information Specialist (SIS) who will have database updating responsibilities. The Data and Quality Improvement Supervisor is also responsible for assisting SIS, who take calls and respond to chat inquiries, assess needs, and identify and provide appropriate substance use information and referrals. As needed, they will also be responsible for taking incoming Helpline calls or chat inquiries. Each Supervisor will supervise one to five SIS, including providing bi-weekly supervision sessions, approving time sheets for payroll, serving as on-call supervisor as assigned for emergencies, and assisting in creating and updating weekly work schedules with consideration for staff availability. Clinicians and Supervisors will also serve as shift supervisors for all SIS while they are working, monitoring SIS calls and assisting SIS in handling complex, difficult, or emergency calls to the Helplines. Supervisors will also provide on-going training to SIS through periodic in-service trainings on relevant topics. This position will report to the Associate Director of Information &Referral Services. This is a full time, exempt position.

Duties and Responsibilities:

  • Coordinate assignment and completion of database updates.
  • Monitor database accuracy and proactively initiate improvement projects and processes.
  • Develop and implement CQI and QA processes, in collaboration with other Helpline staff and management.
  • Advise SIS on appropriate referral/treatment options.
  • Participate in on-call rotation for overnight and weekend supervisory coverage, as needed.
  • Answer and respond to Helpline inquiries via phone and chat, and provide information and referral services.
  • Supervise assigned SIS staff, and act as shift supervisor for SIS while on duty.
  • Approve staff timesheets and schedules.
  • Monitor SIS calls and Helpline call center metrics.
  • Consult with SIS and intervene on complex or difficult calls/cases.
  • Provide in-service training for SIS as appropriate, on topics such as Helpline operations and data trends.
  • Contribute to SIS yearly performance evaluations with the Helpline Project Managers.

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, with a minimum of 2 years of professional experience OR Bachelor’s degree with commensurate skills and a minimum of 6 years of relevant experience ;
  • Demonstrated experience and ability to supervise staff.
  • Certified Information & Referral Specialist or Certified Resources Specialist (through AIRS) preferred or willingness to obtain within one year of hire.
  • 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.
  • 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, interviewing, treatment services, and resources is provided. Hours for this position may be flexible, and the position may include weekend or overnight on-call duties. The MA Helpline is open Monday through Friday 8:00 am to 10:00 pm and weekends and holidays 8:00 am to 6:00 pm; the Illinois Helpline (during initial implementation phase) will be 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 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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