Manager, Helpline Services

Brief Overview:

We are searching for a full-time, Manager, Helpline Services (management track) for the Helplines. Management track positions require subject matter expertise and skills, as well as the ability to manage projects, teams, budgets, and clients. The candidate will provide contact center management expertise while gaining a deeper understanding of substance use and related systems across three states, through client interaction, program implementation, staff supervision, and program administration.

Position Description:

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. Contact center activities are collaboratively led by two Managers, Helplines Services, one focused on content expertise in SUD (technical track) and the other focused on team management and operations (management track; this position). 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 Manager, Helpline Services (management track) is responsible for managing contact center operations. This includes, but is not limited to managing: staff scheduling, phone services, technology and equipment, and SIS hiring processes. The Manager oversees the Contact Center Contact Center Supervisors who are responsible for supporting contact center operations, including managing a 24/7 coverage schedule, and staffing, space, and technology needs. The Manager is responsible for the SIS hiring process and assisting in the hiring processes for other Helpline team members. The Manager is responsible for creating, maintaining, and implementing Helpline policies and procedures, in coordination with HRiA Human Resources staff and other Helpline managers. These policies and procedures cover many aspects of operations and may include items such as scheduling and holiday policies, communication procedures, or troubleshooting guides. The Manager also assists with relevant quality improvement processes.

The Manager supervises up to five staff in Supervisor, Clinician, or SIS roles, providing coaching, mentoring, and support. Direct supervision includes conducting bi-weekly supervision meetings, processing timesheets, and fostering professional development. They may act 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. They participate in the monthly on-call rotation and provide Helpline coverage and follow-up services (if applicable).

Duties and Responsibilities:


  • Oversee contact center operations, including technology and equipment, scheduling, and space
  • Manage SIS hiring processes; assist and participate in hiring processes for other roles
  • Create, maintain, and manage implementation of Helpline policies and procedures
  • Work with Project Managers, Director, and others to ensure execution of contact center activities in accordance with project scopes and funder expectations
  • Collaborate with Helpline Managers, Director, and other team members on quality improvement processes
  • Supervise up to five staff in SIS, Supervisor, and/or Clinician roles
  • Facilitate and coordinate Helpline staff meetings with other Helpline staff, as needed
  • Act as on-shift supervisor for contact center team as needed

Project Work

  • Participate in Helpline on-call rotation
  • Provide Helpline coverage as needed
  • Conduct relevant in-service trainings on operational topics as needed

Thought Leadership

  • Continue to build and develop expertise in management, social work, and SUD
  • Suggest ideas/improvements through participation in teams and committees

New Business Development

  • Assist with proposal writing and/or submission as needed
  • Assist with writing scopes of work and budgeting for continuation projects as needed

Candidate Qualifications:

  • Master’s degree, with a focus in the social sciences, public health, health policy or health care management, or education; or 5 years relevant experience in lieu of degree.
  • At least 2 years of relevant work experience in a supervisory or management capacity.
  • Certification as a Community Resource Specialist (through AIRS) preferred or willingness to obtain within one year of hire.
  • Ability to adapt to changes in work environment and expectations.
  • 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.
  • Two years of sobriety requested for people in recovery.
  • Telephone service delivery experience preferred.

Training in addiction, screening, interviewing, treatment services, and resources is available. Hours for this position are standard 9 am to 5 pm and may be flexible. The position may include weekend or overnight on-call duties. The MA Helpline and VT Helplink are open Monday through Friday 8:00 am to 10:00 pm and weekends and holidays 8:00 am to 6:00 pm. The IL Helpline is open 24 hours/day, 7 days/week.

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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