Hotline Operator

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Offer hotline support for the state resource center focusing on opioid dependence.

• Handle incoming calls and engage with callers utilizing a harm reduction approach.

• Provide crisis intervention along with precise referral services.

• Gather and input caller information for statistical analysis and reporting purposes.

• Connect clients to addiction services, detox programs, methadone maintenance, and outpatient care.

• Assist patients in accessing treatment and arranging appointments.

• Triage walk-in patients seeking opioid treatment.

• Assess potential patients for eligibility.

• Provide support to the medical assistant when needed.

• Coordinate activities related to the OBOT program.

• Maintain wait lists in accordance with federal regulations.

• Update and create resources for clients and their family members.

• Distribute resource materials to clients, family members, support systems, and service providers.

• Collaborate with the Department of Public Health's Drug and Alcohol hotline support staff.

• Assist with clinic administration tasks, including filing, managing charts, referrals, and scheduling appointments.

• Attend staff and state meetings and take notes.

⛳️ Requirements

• An Associate’s degree (or equivalent) along with 1 year of relevant experience.

• A combination of formal education and experience is acceptable, such as a HS/GED plus 3 years of relevant experience.

• A Bachelor’s degree is preferred.

• Experience in a substance abuse or mental health environment is desirable.

• Exceptional verbal and written communication abilities.

• Bilingual or multilingual capabilities beyond English are preferred.

• Knowledge of addiction through formal training or experience is a plus.

• Proficiency in Microsoft Word, Excel, and Outlook.

• Ability to conduct basic data management tasks, including data entry, cleaning, and reporting.

• Competence in typing and basic mathematical skills.

• Strong organizational skills and meticulous attention to detail.

• Effective time management abilities.

• Interpersonal skills, compassion, and sensitivity to handle and de-escalate challenging conversations with tact and diplomacy.

🏝️ Benefits

• Comprehensive medical, dental, vision, and pharmacy benefits.

• Discretionary annual bonuses.

• Opportunities for merit increases.

• Flexible Spending Accounts.

• 403(b) savings matches.

• Paid time off.

• Opportunities for career advancement.

• Resources available to support employee and family well-being.