Helpline Technical Assistance Associate

Brief Overview:

We are seeking a full-time Helpline Technical Assistance Associate to strengthen and enhance access to medications for opioid use disorder (MOUD)/medication-assisted recovery (MAR) in Illinois through provider engagement, research, and database management.

Position Description:

The Technical Assistance Associate is a member of the Illinois Helpline’s Administrative team which provides a range of support activities for project management, service operations, and data analysis and management. The Technical Assistance Associate is supervised by and reports directly to the Illinois Helpline Project Manager.

This is an exempt, full-time position based remotely in Illinois. Occasional travel to our Boston, Massachusetts office may be required once it re-opens in 2021 (travel paid through the organization). (Salary range: Associate, low- to mid-$50,000, based on skills and experience).

The Technical Assistance Associate works closely with the Project Manager and Managing Director to support the development and implementation of the Illinois Helpline SUPPORT (Substance Use Disorder Prevention that Promotes Opioid Recovery and Treatment for Patients and Communities Act Project) Grant Project. The Helpline is partnering with Cook County Health (CCH) and Southern Illinois Hospital Services (SIHS) to build and manage a webpage and communication channel to support training and technical assistance (TA) for MOUD and MAR prescribing physicians. The Helpline will also answer provider requests for TA and training and refer them to the best provider mentor match. The Technical Assistance Associate manages the development and ongoing operation and maintenance of the Illinois Helpline SUPPORT Hub webpage and TA queue. The Technical Assistance Associate is responsible for resolving provider requests by connecting and matching providers with mentors who will provide TA and/or answer questions about prescribing MOUD/MAR.

In addition to managing the Helpline TA hub, the Technical Assistance Associate works to augment current efforts to update and enhance the state licensed provider database. They are responsible for the duties described above as well as other ongoing and new programmatic work as needed. This includes but is not limited to assisting with reporting, outreach, and web development.

Duties and Responsibilities:

Program/Project Work (70%)

  • Engage with service providers and funders to maintain up-to-date referral databases and assist with resolving SUPPORT Hub issues
  • Process provider requests through Helpline SUPPORT Hub
  • Coordinate with staff, vendors, and other stakeholders as necessary on resolution issues with the Helpline SUPPORT Grant
  • Transcribe and process Helpline SUPPORT Hub feedback ratings and comments and develop associated reports
  • Update provider database as needed
  • Support ongoing program work as needed
  • Participate in monthly planning meetings with stakeholders

Management & Supervision (20%)

  • Manage Helpline SUPPORT Hub requests, including new developments and on-going maintenance
  • Manage initial and ongoing residential updates with designated IDHS staff

Thought Leadership (5%)

  • Suggest ideas for enhancement of the Helpline SUPPORT Hub and other services
  • Present Helpline work at conferences/events with senior staff
  • Write/submit abstracts to conferences/events as appropriate

Business Development (5%)

  • Assist with proposal writing and/or submission as needed
  • Assist with budget preparation for new and continuation projects as needed


Candidate Qualifications:

  • Bachelor’s degree in psychology, substance use, public health, healthcare, pharmacy, or other related area of study; or commensurate experience in related field.
  • At least 1-2 years of professional experience in substance use, public health, harm reduction, healthcare, pharmacy, customer service, social service, or other related field.
  • Highly organized, detail oriented, and able to meet deadlines.
  • Demonstrated ability to prioritize and coordinate multiple projects simultaneously.
  • High level of professionalism and self-motivation, with a demonstrated ability to commit to and complete high-quality products and projects.
  • Strong written, verbal, and interpersonal skills, including communicating by phone and in person with community members, providers, and organizational partners.
  • Ability to work independently and as a part of a team.
  • Proficiency in Microsoft Office, especially Excel, Word, and PowerPoint.
  • Experience in database management and/or data entry is desirable.
  • Experience with WordPress, Oracle Service Cloud, Google Analytics, and various social media platforms is desirable.
  • Ability and willingness to work remotely as part of a team located across states and regions.
  • Flexibility and a sense of humor.

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. The organization 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 is an equal opportunity, affirmative action employer and is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

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 (starting at four weeks) and sick time; and flexible work schedules.

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

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