Health Resources in Action (HRiA)

Call Center Representative

• 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.

Helpline Contact Center Supervisor

General

• Assess the needs of Helpline users by telephone, online chat, and SMS texting.
• Provide appropriate information and referrals to substance use, gambling disorder, mental health, and related services.
• Reliably staff the Helpline as scheduled.
• Engage and motivate Helpline users to follow through on referrals through use of active listening and motivational interviewing techniques.
• Obtain feedback on interactions with Helpline users.
• Provide service availability information and other provider details through approved sources.
• Gather and record data from Helpline users in Helpline database.
• Verify Helpline users’ insurance status, as applicable.
• Assist in updating Helpline database of state licensed and approved substance use prevention, treatment, and recovery support services as appropriate.
• Escalate consumers interactions to Helpline Clinicians and/or Contact Center Supervisor when applicable.
• Represent the Helpline at outreach events, meetings, and/or presentations as needed.
• Continue to build and develop expertise in substance use disorders, problem gambling, and behavioral health equity.
• Suggest ideas/improvements through participation in teams and committees.
• Consistently attend and actively participate in Helpline meetings and other activities to develop skills and make suggestions for project enhancements.
• Participate in hiring processes for new Helpline staff as needed.
• Assist in the training and mentoring of new Helpline staff as needed.
• Maintain updated resume and bio for use in new business proposals.
• Assist with technical components of new business proposals as needed.

Screening and Information Specialist

Director

• Serving as Managing Director, PHS Helplines leading HRiA’s PHS cluster
• Establishing and operationalizing the overall vision and direction for the PHS cluster
• Setting and advancing strategic goals to grow and sustain the cluster’s portfolio
• Developing and managing the cluster budget
• Supervising, mentoring, and supporting senior leaders on the team
• Monitoring and implementing project workplans, meeting project milestones, and delivering high-quality products and services on time and within budget

Managing Director, Public Health Services

• Set the strategic direction for the division in alignment with organizational priorities and lead the development of division goals and work plans.
• Manage and guide the development of department and workstream Directors and staff in the Data, Research, and Evaluation division.
• Work with Directors and staff to set and achieve goals and objectives, providing supervision, mentorship, and support as needed.
• Provide guidance, oversight, and/or approval on department priorities, budgets, hiring, plans, activities, and evaluation.
• Direct or manage projects, as needed and/or appropriate.
• Oversee budgetary planning & operations for the division and liaise with the HAVI&rsquo;s fiscal sponsor, HRiA.
• Provide guidance to Directors and other staff on relevant research in the field and its impact on project development and implementation.
• Build and sustain a high functioning team and steward the HAVI&rsquo;s culture as an inclusive, anti-racist organization.

Managing Director, Data, Research, Evaluation

Manager

• Facilitate and/or co-facilitate virtual (and occasional in-person) trainings, including preparation, delivery, and post-training follow-up (resource sharing, continuing education management, and evaluation collection).
• Collaborate with team members, consultants, and subcontractors to update existing trainings and develop new synchronous and asynchronous learning opportunities.
• Ensure alignment with accreditation standards and continuing education requirements.
• Contribute to the planning and management of M-TAC’s annual training calendar, including promotion, staffing, logistics, and technical support.
• Support the development of funder deliverables, including reports, presentations, and summaries.
• Contribute to continuous quality improvement through data collection, monitoring, and evaluation.
• Serve as the primary point of contact for the Learning Management System and Curriculum Portal, including responding to learner inquiries, troubleshooting issues with the web/tech team, and improving user experience and administrative efficiency.
• Coordinate the development of new educational resources, including managing approvals and overseeing design, translation, and production in collaboration with internal and external partners.
• Communicate regularly with internal collaborators (e.g. team members, supervisors, and staff across departments) and external stakeholders (e.g. consultants, subcontractors, and subject matter experts) to ensure alignment and effective program implementation.
• Build and maintain strong, trust-based relationships with key partners, including internal collaborators and external stakeholders, as well as learners, funders, and vendors.
• Support project planning, decision making, implementation, and program evaluation.
• Contribute to budget development and expense tracking.
• Contribute expertise to inform training content, technical assistance strategies, and program priorities.
• Engage in ongoing professional development related to public health, health equity, adult learning, and problem gambling.
• Contribute to program and organizational communications and knowledge sharing.
• Mentor junior staff and present at professional conferences as appropriate.
• Support identification of new funding opportunities and priority areas in collaboration with program leadership, as applicable.
• Contribute to proposal development, scopes of work, and budgets.
• Assist with marketing and outreach strategies.

Helpline Contact Center Supervisor

Screening and Information Specialist

Managing Director, Public Health Services

Managing Director, Data, Research, Evaluation

Manager, Training and Education