Helpline Contact Center Supervisor

About this role

Health Resources in Action, Inc. (HRiA) is a non-profit organization working to improve and reimagine public health. We connect, consult, and collaborate to solve complex challenges of access and equity in our health and social systems. Together with our partners, clients, and collaborators, we create actionable solutions so that all people can thrive. In 1957, The Medical Foundation (TMF) was created to primarily fund biomedical research in Massachusetts. Since then, we’ve been on a journey of evolution. We changed our name to Health Resources in Action (HRiA) to reflect our impact in the field of public health. Today, HRiA works with individuals, organizations, and communities to drive a policy and systems change approach to advance health and racial equity. HRiA seeks sustainable solutions for complex problems using an anti-racist approach. We aim to be adaptable and flexible in meeting clients and partners where they are, offering our decades of knowledge and resources to collectively realize our dream of equitable, sustainable health for all. The foundation of this work is centered on our values: Health and racial equity by identifying and addressing the root causes of health inequities, intentionally working to shift narratives and power imbalances and disrupt all systems of oppression. Leading with heart by demonstrating our passionate commitment to our work, continuously challenging ourselves with humility and vulnerability while pursuing and holding ourselves accountable to our mission. Collaboration by intentionally and respectfully leading, partnering, and following to strengthen relationships, uplift different voices and build trust. Innovation by driving toward new strategies, questioning norms, and continuously learning and evolving to support the needs of our clients and communities. HRiA offers exciting, engaging, and challenging employment opportunities for facilitators, trainers, researchers, analysts, policy specialists, grant managers, and more. People come to HRiA because of our commitment to advancing health equity and inspiring work; they stay for our wonderful clients, partners, and dedicated and dynamic staff. With our growing portfolio of high-impact work, person-centered policies, and generous benefits, our team continually invests in making HRiA a great place to work. Our diverse staff of over 270 people hail from 30+ states, with a homebase in Boston’s Chinatown neighborhood. As part of our Public Health Services, HRiA manages an extensive portfolio of behavioral health initiatives, including statewide substance use helplines in Vermont and Oregon and substance use and problem gambling helplines in Massachusetts and Illinois. The Illinois Helpline for Opioids and Other Substances (Illinois Department of Human Services, Division of Substance Use Prevention and Recovery) was launched in 2017, building upon our experience operating the MA Substance Use Helpline (Massachusetts Department of Public Health, Bureau of Substance Addiction Services) for over 23 years. HRiA launched the Vermont Helplink (Vermont Department of Health, Division of Substance Use Programs) in 2019. HRiA began operating the MA Problem Gambling Helpline (Massachusetts Department of Public Health, Office of Problem Gambling Services) in 2020 and the Illinois Problem Gambling Helpline (Illinois Department of Human Services, Division of Substance Use Prevention and Recovery) in 2022. In December 2023, HRiA launched the Oregon Recovery Center Hotline, now the Oregon Hopeline (Oregon Health Authority). 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. Four Contact Center Supervisors provide Helpline services and provide direct supervision to a portion of the SIS team. Three Masters-level Clinicians supervise a portion of the SIS, implement follow-up services, and provide additional coverage and support.

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