Helpline Contact Center Supervisor
New
H
Health Resources in Action, Inc.Public Health
United States, Non-traditional hours including early morning, late evening, and weekends; requires on-call duties.Full-TimeManager
Salary57,000 - 64,000 USD per year
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Job Details
- Experience
- Five years of related experience (lived or professional) or a bachelor's degree in psychology, social work, human services, or a related field.
- Required Skills
- Customer serviceActive listeningData entry
Requirements
- Five years of related experience (lived or professional) in substance use, recovery, or harm reduction services, OR a bachelor's degree in psychology, social work, human services, or a related field.
- Demonstrated experience supervising, mentoring, and supporting staff.
- Experience in information and referral services, customer service, or counseling.
- Excellent interpersonal and communication skills with a consumer-focused approach.
- Proficiency with computers and experience using online systems or databases.
- Ability to work non-traditional hours, including early mornings, late evenings, and weekends.
- Availability for weekend or overnight on-call duties.
- High ethical standards and willingness to comply with professional expectations.
- Certified Resource Specialist (through Inform USA) preferred, or willingness to obtain within one year of hire.
- Two years of sobriety requested for those in recovery.
Responsibilities
- Manage and supervise up to six Screening & Information Specialists (SIS), providing guidance, mentorship, and bi-weekly supervision.
- Monitor Helpline consumer interactions via phone, online chat, and SMS, providing real-time support and intervention during difficult calls.
- Coordinate 24/7 Helpline staffing schedules and participate in an on-call rotation.
- Troubleshoot technical issues and serve as a liaison between the contact center team and IT support.
- Facilitate in-service training and assist in the onboarding of new SIS team members.
- Assess user needs and provide appropriate referrals for substance use and problem gambling services.
- Maintain accurate data records within the Helpline database and verify insurance status when applicable.
- Contribute to the development of Helpline policies, protocols, and curricula.
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