Helpline Contact Center Supervisor

Health Resources in Action Inc•Boston, MA

21h•$58,000 - $64,000•Remote

About The Position

Health Resources in Action, Inc. (HRiA) is a non-profit organization dedicated to improving and reimagining public health by addressing complex challenges of access and equity. They focus on creating actionable solutions for equitable and sustainable health for all, guided by values of health and racial equity, leading with heart, collaboration, and innovation. HRiA manages a portfolio of behavioral health initiatives, including statewide substance use helplines and problem gambling helplines across multiple states. The Helpline contact center is central to these operations, with Screening & Information Specialists (SIS) responding to inquiries, supported by Contact Center Supervisors and Clinicians. This role is a full-time, remote position supporting helplines in Massachusetts, Illinois, and Vermont, and involves supervising a diverse team. 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 dedicated to providing scheduled and as-needed Helpline coverage, responding to calls, online chats, and SMS text messages. They assess user needs, identify appropriate services, and provide accurate information, education, support, and referrals in a non-judgmental, respectful, and culturally competent manner. Approximately half of their time is spent providing supervisory support to the SIS team, including monitoring interactions, intervening in difficult situations, supporting staff well-being, and fostering professional growth. Supervisors also provide ongoing training and assist with onboarding new SIS. Each Supervisor directly manages up to six SIS, including bi-weekly supervision and processing timesheets. They are also responsible for supporting contact center operations, coordinating 24/7 coverage, staffing, and technology needs, and acting as liaisons with IT support. Supervisors may contribute expertise to the development of policies, procedures, protocols, and curricula, and potentially to other HRiA teams focused on substance use, problem gambling, and behavioral health equity.

Requirements

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.
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.

Nice To Haves

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.
Fluency in a language other than English (e.g., Spanish, Portuguese, Mandarin) is a plus.

Responsibilities

Coordinate and implement projects related to contact center operations, including technology, equipment, onboarding & training, 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.
Supervise up to six SIS.
Participate in on-call rotation.
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.
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.
Maintain updated resume and bio for use in new business proposals.
Assist with technical components of new business proposals as needed.