Hotline Operator, General Internal Medicine Research (SafeSpot) per diem

BMC Software

9d•$16 - $23•Remote

About The Position

SafeSpot, a service of the Grayken Center for Addiction at Boston Medical Center, provides 24/7 confidential assistance to people at risk of overdose, including information and referrals to local treatment and support services across Massachusetts. The Hotline Operator is a frontline contact for callers and provides support using a harm reduction framework. The role involves speaking with people who use drugs, including people who may be actively using, and engaging callers from diverse backgrounds with compassion and calm, including during challenging conversations. This is a pay-per-call role with monthly call requirements to remain active on the team. The operator supports the State resource center for opioid dependence by answering calls, collecting and entering caller information for service needs and reporting, and connecting callers and community members with addiction treatment and support. The role also supports opioid treatment program activities, patient screening and triage, appointment access, resource development and distribution, and clinic administration, while collaborating with treatment staff and public health partners.

Requirements

Associate’s degree or equivalent plus one year of related experience; an equivalent combination such as a high school diploma or GED plus three years of related experience will be considered.
Excellent verbal and written communication skills.
Proficiency with standard Microsoft programs, including Word, Excel, and Outlook.
Ability to perform basic data management tasks, including data entry, data cleaning, and reporting.
Typing proficiency and basic math skills.
Excellent organizational skills, strong attention to detail, and effective time management.
Excellent interpersonal skills, compassion, and sensitivity, including the ability to handle or diffuse difficult conversations with tact and diplomacy.

Nice To Haves

Bachelor’s degree.
Experience working in a substance abuse or mental health setting.
Bilingual or multilingual skills beyond English appropriate to the patient population served.
Addiction knowledge acquired through formal training or experience.

Responsibilities

Provide hotline support for the State resource center for opioid dependence.
Provide consistent, supportive crisis intervention and accurate referral services.
Coordinate activities of the OBOT (Office-based Opioid Treatment) Program.
Collect and enter pertinent information for statistical and reporting purposes.
Help clients connect with addiction services, including detox programs, methadone maintenance, and outpatient services.
Triage walk-in patients seeking opioid treatment and provide resources, education, and support.
Screen potential patients interested in accessing treatment.
Provide backup support to the medical assistant.
Maintain the wait list in compliance with federal regulations.
Update and develop resources for clients and family members.
Disseminate resource materials to clients, family members, support systems, and providers.
Collaborate with Department of Public Health Drug and Alcohol hotline support staff.
Support clinic operations through coping, filing, chart management, referrals, appointment scheduling, and other administrative functions.
Attend scheduled staff and State meetings and take minutes.
Work with opioid treatment nurses and providers on program improvements, information dissemination, and collaboration.
Coordinate with the Department of Public Health Bureau of Substance Abuse Services and HIV/AIDS Bureau.