[Hiring] Helpline Contact Center Supervisor @Health Resources in Action Inc

Role Description

We are seeking a full-time Helpline Contact Center Supervisor to join our team for the MA Helplines, the IL Helplines, and VT Helplink. 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.

• Handle incoming Helpline inquiries and provide supervisory support to the contact center team.
• Provide scheduled and as-needed Helpline coverage.
• Respond 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.
• Assess Helpline users’ needs and determine appropriate service options.
• Provide accurate information, education, support, and referrals in a non-judgmental, respectful, and culturally competent manner.
• Monitor SIS consumer interactions and consult with SIS during difficult interactions.
• Support the social-emotional wellbeing of staff and foster their skill-building and professional growth.
• Provide ongoing training to SIS through periodic in-service trainings.
• Supervise up to six SIS team members, including providing bi-weekly supervision and processing timesheets.
• Support contact center operations, including coordinating a 24/7 coverage schedule.
• Contribute expertise to the development of policies, procedures, protocols, and curricula to support the Helplines.

Qualifications

• Five years of related experience in substance use, recovery, problem gambling, and/or harm reduction services.
• Bachelor’s degree in psychology, social work, human services, or related field in lieu of experience.
• Certified Resource Specialist preferred or willingness to obtain certification within one year of hire.
• Demonstrated experience supervising staff and providing 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 using online systems and databases.
• Openness to information that may differ from personal views.
• Willingness to work with consumers who may be ambivalent, resistant, impaired, or have psychological disorders.
• Respectful of cultural differences and value diversity of thought, backgrounds, and perspectives.
• 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 is a plus.

Requirements

• Hours for this position will be non-traditional, requiring either early morning or late evening and weekend availability.
• Weekend or overnight on-call duties included.
• The Helplines are open 24 hours/day, 7 days/week, 365 days a year.

Benefits

• 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

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 workforce that reflects the populations we work with and the communities where we work.

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.