Brief Overview:
We are seeking SIS for the OR Helpline, MA Helplines, the IL Helplines, and VT Helplink. This is an hourly, non-exempt, full- or part-time position that includes overnight coverage of a 24-hr Helpline. The SIS may work remotely. Candidates based in Oregon, Illinois, Vermont, or Massachusetts are strongly encouraged to apply.
Position Description:
Health Resources in Action, Inc. (HRiA) is a non-profit organization working to improve and reimagine public health. We connect, consult, and collaborate to solve complex challenges of access and equity in our health and social systems. Together with our partners, clients, and collaborators, we create actionable solutions so that all people can thrive.
In 1957, The Medical Foundation (TMF) was created to primarily fund biomedical research in Massachusetts. Since then, we’ve been on a journey of evolution. We changed our name to Health Resources in Action (HRiA) to reflect our impact in the field of public health. Today, HRiA works with individuals, organizations, and communities to drive a policy and systems change approach to advance health and racial equity.
HRiA seeks sustainable solutions for complex problems using an anti-racist approach. We aim to be adaptable and flexible in meeting clients and partners where they are, offering our decades of knowledge and resources to collectively realize our dream of equitable, sustainable health for all. The foundation of this work is centered on our values:
- Health and racial equity by identifying and addressing the root causes of health inequities, intentionally working to shift narratives and power imbalances and disrupt all systems of oppression.
- Leading with heart by demonstrating our passionate commitment to our work, continuously challenging ourselves with humility and vulnerability while pursuing and holding ourselves accountable to our mission.
- Collaboration by intentionally and respectfully leading, partnering, and following to strengthen relationships, uplift different voices and build trust.
- Innovation by driving toward new strategies, questioning norms, and continuously learning and evolving to support the needs of our clients and communities.
HRiA Our diverse staff of over 270 people hail from 30+ states, with a homebase in Boston’s Chinatown neighborhood.
Opportunity
We are seeking SIS for the OR Helpline, MA Helplines, the IL Helplines, and VT Helplink. We refer to these projects collectively as “the Helplines.” SIS establish rapport with consumers who have substance use, gambling, or related concerns via the phone, text, & online chat, elicit relevant information to accurately assess needs, gather and record data, provide referrals to appropriate services, and support consumers by encouraging them to follow through with accessing the referred services.
This is an hourly, non-exempt, full- or part-time position that includes overnight coverage of a 24-hr Helpline. Starting hourly pay rate of $22-$25 an hour, based on skills and experience. The SIS may work remotely.
Candidates based in Oregon, Illinois, Vermont, or Massachusetts are strongly encouraged to apply.
Position Description
Helpline SIS are the heart of our contact center. SIS respond to incoming calls, online chat, and SMS text messages from individuals seeking information about, and assistance with, accessing substance use or gambling disorder services for themselves, a family member or friend, and/or a client. SIS assess Helpline consumers’ needs in a conversational manner, using motivational interviewing techniques, and work with the consumer to determine the most appropriate prevention, harm reduction, treatment, and/or recovery support services based on the consumer’s unique needs and goals. They then identify available options (through the Helplines’ databases) and refer consumers to those services. The SIS provide accurate information, education, support, and referrals in a non-judgmental, respectful, and culturally aware manner. SIS may also assist with other Helpline projects and duties as needed or available. Examples include assisting in training new staff, updating the Helpline databases, attending outreach events, and participating in hiring processes. Full- and part-time positions are available. SIS working more than 17.5 hours per week (half-time or greater) are eligible for HRiA benefits.
Benefits
HRiA offers strong benefits to its employees, including:
- Competitive salaries
- Health insurance
- Retirement plan
- flexible summer hours
- Vacation starting at 4 weeks
- 13 paid holidays, plus office closure time during the last week of December.
Duties and Responsibilities:
Project Work
- Assess the needs of Helpline users by telephone, online chat, and SMS texting.
- Provide appropriate information and referrals to substance use, gambling disorder, mental health, and related services.
- Reliably staff the Helpline as scheduled.
- Engage and motivate users to follow through on referrals through use of active listening and motivational interviewing techniques.
- Obtain feedback on interactions with Helpline users.
- Provide service availability information and other provider details through approved sources.
- Gather and record data from users in Helpline database.
- Verify users’ insurance status, as applicable.
- Assist in updating Helpline database of state licensed and approved substance use prevention, treatment, and recovery support services as appropriate.
- Escalate consumers interactions to Helpline clinicians and/or supervisor when applicable.
- Represent the Helpline at outreach events, meetings, and/or presentations as needed.
- Thought Leadership
- Continue to build and develop expertise in substance use disorders
- Suggest ideas/improvements through participation in teams and committees
- Consistently attend and actively participate in Helpline meetings and other activities to develop skills and make suggestions for project enhancements.
Management
- Participate in hiring processes for new Helpline staff as needed.
- Assist in the training and mentoring of new Helpline staff as needed.
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:
- 3-5 years related experience (lived or professional) in the fields of Substance Use, Recovery, Problem Gambling, and/or Harm Reduction Services, or bachelor’s degree in Psychology, Social Work, Human Services, or related field in lieu of experience.
- Experience in information and referral services, customer service, counseling, substance use, or human services required.
- Customer/consumer focused with excellent interpersonal and communication skills.
- Good computer skills and experience and/or ability to use online systems and databases.
- Certified Resource Specialist (through AIRS) preferred or willingness to obtain within one year of hire.
- Openness to information that may be different from personal views.
- Willingness to work with consumers who may be ambivalent, impaired, or have psychological disorders.
- Openness to providing information about a variety of treatment options and paths to recovery based on a caller’s needs.
- Respectful of cultural differences and value diversity of thought, backgrounds, and perspectives.
- High ethical standards and a willingness to comply with professional expectations and boundaries.
- Ability to adapt to changes in work environment and expectations.
- Demonstrated history of dependability.
- Two years of sobriety for people in recovery.
- Bilingual (primarily in English/Spanish) a plus.
- Oregon Certified Peer Support Specialist or Peer Wellness Specialist a plus.
- Preference will be given to applicants with flexible and/or weekend and overnight availability.
- Oregon, Massachusetts, Vermont, or Illinois residency is a plus, but not required.
Training in addiction, screening, interviewing, treatment services, and resources are available. Hours for this role vary and may include weekend and overnight shifts. The Helplines currently operate 24 hours a day, 7 days a week, 365 days a year.
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:
To apply, submit your resume and cover letter online.
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.
For more information about the organization visit http://www.hria.org.
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