Helpline Contact Center Supervisor

Job not on LinkedIn

🔥 12 hours ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $58k - $64k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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Health Resources in Action (HRiA)

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1957

💼 Consulting

🏥 Healthcare

⚖️ Legal

💰 $500k Grant - Health Resources in Action on 2023-10

Consulting • Healthcare • Legal

Health Resources in Action (HRiA) is a non-profit public health organization that connects, consults, and collaborates with partners to improve access, equity, and outcomes in health and social systems. HRiA provides assessment and planning, capacity building, evaluation, grantmaking and philanthropy services, information and referral, and policy and systems change support, with an explicit equity-centered approach. The organization partners with funders, community organizations, and stakeholders to design and implement data-informed, evidence-based programs and grants aimed at advancing community health.

📋 Description

• Coordinate and implement projects related to contact center operations, including technology, equipment, onboarding & training, among others, 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, to ensure appropriate representation and facilitate team integration. • 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.

🎯 Requirements

• Five years of related experience (lived or professional) in the fields of substance use, recovery, problem gambling, and/or harm reductions • Bachelor's degree in psychology, social work, human services, or related field in lieu of experience • 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 • 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. • Fluency in a language other than English (e.g., Spanish, Portuguese, Mandarin) is a plus.

🏖️ 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