Recovery Specialist

Crisis Connections•Seattle, WA

6d•Remote

About The Position

The Washington Recovery Help Line Specialist supports incoming calls, emails, and text messages from people seeking recovery-related resources for substance use disorder. The Specialist identifies appropriate resources and referrals, facilitates warm transfers to other providers, and makes follow-up calls to confirm callers have connected with specific resources. The role also includes quality assurance screening and accurate call logging. The Specialist is expected to know Washington State substance-use resources and Recovery Help Line resources, including how to use the Vision Link database, the MOUD (Medication for Opioid Use Disorder) Locator, and non-computerized information. The position follows phone-room protocols, provides consultation to professionals and non-professionals, and makes appropriate use of the Shift Supervisor. The role participates in program meetings and planning as directed by the Director, attends at least four training courses or in-services annually, and may take part in other assigned non-phone-room responsibilities. Employees are expected to maintain attendance and punctuality, communicate clearly and accurately, cooperate with colleagues, accept constructive feedback, support a healthy team environment, and suggest solutions to problems. This is a full-time, non-exempt, OPEIU-represented role, fully remote for an employee located in Washington State, with a Monday–Friday schedule from 8:00 AM to 4:00 PM. Pay is $26.79 per hour.

Requirements

Excellent communication and interpersonal skills.
High level of attention to detail.
Proficiency with communication technology.
Ability to work with a team of clinical staff and volunteers in a fast-paced environment.
Must have a private and confidential location from which to perform duties.

Nice To Haves

Bachelor of Arts in social or human sciences and/or two years of work experience in addiction treatment settings.
Experience working in a call center or conducting telephone assessments as a staff member or volunteer.
Substance Use Disorder Professional or Trainee credential.

Responsibilities

Respond to incoming phone calls, emails, and text messages from people seeking recovery-related resources for substance use disorder.
Identify appropriate resources and referrals for callers.
Facilitate warm transfers to other providers and make follow-up calls to ensure callers connect with specific resources.
Perform quality assurance screening for completed calls.
Demonstrate knowledge of Washington State substance-use resources and Recovery Help Line resources.
Use the Vision Link database, MOUD Locator, and non-computerized information resources competently.
Follow phone-room protocols and procedures.
Provide consultation to professionals and non-professionals.
Complete callbacks and follow-up calls in a timely manner.
Complete Vision Link call logging and assigned quality assurance accurately and on time.
Make appropriate use of the Shift Supervisor.
Participate in training and other assigned non-phone-room responsibilities.
Participate in program meetings and planning on site as directed by the Director.
Attend at least four training courses and in-services annually.
Maintain punctuality and regular attendance, work assigned shifts, and work other shifts when needed.
Follow personnel policies and procedures.
Communicate clearly, concisely, accurately, and thoroughly in writing and verbally.
Cooperate with others, address disagreements directly and openly, accept constructive feedback, and show respect to colleagues, volunteers, and clients.
Promote collaborative decision-making and team building, provide peer support, and motivate staff and volunteers.
Suggest solutions to identified problems.