Contact Center Supervisor

HRiA operates four state-wide Helplines focused on increasing access to behavioral health treatment, prevention, harm reduction, and recovery services through confidential, compassionate, and accurate information & referral services. The Massachusetts Substance Use Helpline (MA Helpline) has been in operation for over 20 years, while the Illinois Helpline for Opioids and Other Substances (IL Helpline) is a newer project that was launched in December 2017. Furthermore, we launched the Vermont Helplink Alcohol & Drug Support Center (VT Helplink) in January 2020. In July of 2020, HRiA expanded Massachusetts Helpline services to include problem gambling. In September 2020, the VT Helplink expanded services to connect health care professionals with mental health services. We continuously roll out enhancements to meet the needs of the states’ residents as well as to build awareness of our innovative services. We anticipate continued growth and development of our team and our work.

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. Two Contact Center Supervisors provide Helpline services and provide direct supervision to a portion of the SIS team. Two 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.

Currently, HRiA staff are working remotely during the COVID-19 pandemic. Staff will continue to work remotely through at least early 2021. At that time, HRiA will reassess the situation based on the health and safety of our staff and communities.

The contact center is the hub of the Helplines. Screening and Information Specialists (SIS) comprise most of the contact center team and respond to incoming inquiries from people in each state by phone, chat, or text. The two Contact Center Supervisors handle incoming consumer inquiries and supervise a portion of the SIS. Additional team members deliver and support program operations, marketing and communication, web management, and data analysis, and management. The entire team is overseen by the Director, Substance Use Services.

The Contact Center Supervisors are responsible for handling incoming Helpline inquiries and providing supervisory support to the contact center team. They dedicate about half of their time to providing scheduled and as-needed Helpline coverage. This includes responding to incoming calls, online chats, and SMS text messages from people seeking information about and help with accessing substance use 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.

In the other 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. Each Supervisor also directly supervises up to three SIS team members. This includes providing bi-weekly supervision, processing timesheets, and fostering professional development. Contact Center Supervisors are responsible for supporting contact center operations, including managing a 24/7 coverage schedule, and staffing, space, and technology needs. They are the liaisons between the contact center team and information technology (IT) support. Supervisors assist with coordination and implementation of on-boarding training and team professional development. This is a full-time position.

Duties and Responsibilities:

Management

Project Work

Thought Leadership

New Business Development

Candidate Qualifications:

Training in addiction, screening, treatment services, and resources is provided. Hours for this position require weekday availability, and the position may include weekend or overnight on-call duties. The VT Helplink is open Monday through Friday 8:00 am to 10:00 pm and weekends and holidays 8:00 am to 6:00 pm. The MA & IL Helplines are open 24 hours/day, 7 days/week.

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.

How to Apply:

HRiA 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. Equity and inclusion are core values of our organization. Our hiring and business practices appreciate the strengths offered through varied backgrounds. As public health practitioners with a social justice focus, we are committed to better understanding and learning from the institutional structures that create disparities among us and our work. We are actively seeking to build a diverse and experienced staff.

HRiA offers exceptional employee benefits that include a 35-hour work week; employer funded health, dental and life insurance; a retirement plan that includes an employer-funded tax-deferred annuity; generous vacation and sick time; and flexible work schedules.

To apply, submit your resume, cover letter, and salary requirements online.

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