Helpline Contact Center Supervisor

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 offers exciting, engaging, and challenging employment opportunities for facilitators, trainers, researchers, analysts, policy specialists, grant managers, and more. People come to HRiA because of our commitment to advancing health equity and inspiring work; they stay for our wonderful clients, partners, and dedicated and dynamic staff. With our growing portfolio of high-impact work, person-centered policies, and generous benefits, our team continually invests in making HRiA a great place to work. Our diverse staff of over 270 people hail from 30+ states, with a homebase in Boston’s Chinatown neighborhood.

As part of our Public Health Services, HRiA manages an extensive portfolio of behavioral health initiatives, including statewide substance use helplines in Vermont and Oregon and substance use and problem gambling helplines in Massachusetts and Illinois. The Illinois Helpline for Opioids and Other Substances (Illinois Department of Human Services, Division of Substance Use Prevention and Recovery) was launched in 2017, building upon our experience operating the MA Substance Use Helpline (Massachusetts Department of Public Health, Bureau of Substance Addiction Services) for over 23 years. HRiA launched the Vermont Helplink (Vermont Department of Health, Division of Substance Use Programs) in 2019. HRiA began operating the MA Problem Gambling Helpline (Massachusetts Department of Public Health, Office of Problem Gambling Services) in 2020 and the Illinois Problem Gambling Helpline (Illinois Department of Human Services, Division of Substance Use Prevention and Recovery) in 2022. In December 2023, HRiA launched the Oregon Recovery Center Hotline, now the Oregon Hopeline (Oregon Health Authority). 

The Helpline contact center is the hub for the Helplines. Screening & Information Specialists (SIS) comprise most of the contact center team and respond to incoming Helpline inquiries. Four Contact Center Supervisors provide Helpline services and provide direct supervision to a portion of the SIS team. Three Masters-level Clinicians supervise a portion of the SIS, implement follow-up services, and provide additional coverage and support. Additional Helpline team members deliver and support program operations, marketing and communication, web management, and data analysis and management, supervision, and leadership. The larger team is overseen by the Managing Director, Behavioral Health.

To learn more about HRiA and our helplines, visit the following:

• HRiA: www.hria.org 
• IL Problem Gambling Helpline: www.WeKnowTheFeeling.org
• MA Problem Gambling Helpline: www.GamblingHelplineMA.org
• IL Helpline for Opioids and Other Substances: www.HelplineIL.org 
• VT Helplink: www.VTHelplink.org
• MA Substance Use Helpline: www.HelplineMA.org
• Oregon Hopeline: www.oregonhopeline.org

Opportunity

We are seeking a full-time Helpline Contact Center Supervisor to join our team on the Oregon Recovery Center Hotline (Oregon Hopeline), Massachusetts Substance Use & Problem Gambling Helplines (MA Helpline), the Illinois Helpline for Opioids and Other Substances (IL Helpline), the Illinois Problem Gambling Helpline, and the Vermont Helplink (VT Helplink). This is an exciting opportunity to take on a newly developed position to support substance use treatment access across three states and supervise a diverse team of staff.

Position Description

We are seeking a full-time Helpline Contact Center Supervisor to join our team for the MA Helpines, the IL Helplines, and VT Helplink. We refer to these projects collectively as “the Helplines.” This is an exciting opportunity to support substance use treatment and problem gambling treatment access across three states and supervise a diverse team of staff.

The Contact Center Supervisors are responsible for handling incoming Helpline inquiries and providing supervisory support to the contact center team. A portion of their time is providing scheduled and as-needed Helpline coverage, in addition to our dedicated team of 22 Screening & Information Specialists (SIS). This includes responding to incoming calls, online chats, and SMS text messages from people seeking information about and help with accessing substance use and/or problem gambling services for themselves, a family member or friend, and/or a client. In this capacity, they assess Helpline users’ needs, determine the most appropriate substance use prevention, treatment, and/or recovery support service options, identify available options (through the Helplines’ databases), and refer callers to those services. They provide accurate information, education, support, and referrals in a non-judgmental, respectful, and culturally competent manner. 

About half of their time, Contact Center Supervisors provide supervisory support to the SIS team. Each Supervisor acts 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 as well as supporting the social-emotional wellbeing of staff and fostering their skill-building and professional growth. The Contact Center Supervisor will provide on-going training to SIS through periodic in-service trainings on relevant topics and will assist in the onboarding of new SIS.

Each Supervisor also directly supervises up to six SIS team members. This includes providing bi-weekly supervision, processing timesheets, and assisting with schedule coordination. (SIS also receive regular, group-level supervision from one of our Clinicians.) Contact Center Supervisors are responsible for supporting contact center operations, including helping to coordinate a 24/7 coverage schedule, staffing, and technology needs. They are the liaisons between the contact center team and information technology (IT) support. The Contact Center Supervisor will also be called upon to contribute expertise to the development of policies, procedures, protocols, and curricula to support the Helplines, and may be engaged in providing this expertise to other HRiA teams and projects focused on substance use, problem gambling, and/or behavioral health equity. 

This is a full-time, remote position with a salary range of $57,000 to $64,000 based on skills and experience. Supervisors will receive training to assess the needs of Helpline users, provide appropriate information and referrals to services, and engage with and motivate Helpline users to follow through on referrals. They will also receive training on Contact Center operations, supervision essentials, and addiction, screening, treatment services, and resources.

Benefits

HRiA offers strong benefits to its employees, including:

• Competitive salaries
• Health insurance
• Retirement plan
• Flexible summer hours
• Vacation starting at four weeks
• 13 paid holidays, and office closure at the end of December

Duties and Responsibilities

Management

• Coordinate and implement projects related to contact center operations, including technology, equipment, onboarding & training, among others, as assigned.
• Work with Helpline Management to coordinate Helpline staffing schedules to ensure continuous 24-hour staffing coverage. 
• Serve as liaison between SIS and other project and organizational teams, to ensure appropriate representation and facilitate team integration.
• Supervise up to six SIS.
• Participate in on-call rotation. 

Project Work

• Troubleshoot technical contact center issues, and serve as liaison to IT support.
• Assist with coordination and implementation of onboarding and professional development activities.
• Assess the needs of Helpline users by telephone, online chat, and SMS texting.
• Provide appropriate information and referrals to substance use, problem gambling, and/or related services.
• Engage and motivate Helpline users to follow through on referrals by using active listening and motivational interviewing techniques.
• Obtain feedback on interactions with Helpline users.
• Gather and record data from Helpline users in Helpline database.
• Verify Helpline users’ insurance status, as applicable.
• Escalate Helpline user interactions to Helpline Managers as needed.
• Represent the Helpline at outreach events, meetings, and/or presentations as needed.

Thought Leadership

• Continue to build and develop expertise in substance use disorders, problem gambling, and behavioral health equity.
• Suggest ideas/improvements through participation in teams and committees.
• Attend and actively participate in Helpline meetings and other activities to develop skills and make suggestions for project enhancements.

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

• Five years of related experience (lived or professional) in the fields of substance use, recovery, problem gambling, and/or harm reductions Services, and manage mentor bachelor’s degree in psychology, social work, human services, or related field in lieu of experience.
• Certified Resource Specialist (through Inform USA) preferred or willingness to obtain certification (at HRiA expense) within one year of hire.
• Demonstrated experience and ability to supervise staff, and provide appropriate guidance, feedback, mentorship, and support.
• Experience in information and referral services, customer service, counseling, substance use, problem gambling, or human services required.
• Ability to adapt to changes in work environment and expectations.
• Customer/consumer focused with excellent interpersonal and communication skills.
• Good computer skills and experience and/or ability to use online systems and databases.
• Openness to information that may be different from personal views.
• Willingness to work with consumers who may be ambivalent, resistant, impaired or have psychological disorders.
• Must be open to providing information about a variety of treatment options and paths to recovery based on a caller’s needs.
• Must be respectful of cultural differences and value diversity of thought, backgrounds, and perspectives.
• Must have high ethical standards and a willingness to comply with professional expectations.
• Demonstrated history of dependability needed.
• Two years of sobriety requested for people in recovery.
• Fluency in a language other than English (e.g., Spanish, Portuguese, Mandarin) is a plus. 

Hours for this position will be non-traditional, requiring either early morning or late evening and weekend availability. The position includes weekend or overnight on-call duties. The Helplines are open 24 hours/day, 7 days/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.

Procedure for Candidacy

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.

To apply, submit your cover letter and resume online at hria.org/about/careers

Generally, our interviews take place between 9am-5pm ET. If you are contacted for an interview, please let us know if this timeframe is a challenge, so we can work with the interview team to find alternatives.