Helpline Contact Center Supervisor

Health Resources in Action (HRiA)

Helpline Contact Center Supervisor managing teams across multiple states to support substance use treatment access. Engaging and motivating clients while providing supervisory support and handling inquiries.

Posted 7/24/2026full-timeRemote • Massachusetts • 🇺🇸 United StatesMid-LevelSenior💰 $58,000 - $64,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in coordinating contact center operations, including onboarding, training, and technical troubleshooting. Possesses strong interpersonal skills and the ability to supervise staff while providing guidance and support in the fields of substance use and problem gambling.

Highest-signal resume keywords

Five Years Experience In Substance UseBachelor's Degree In PsychologyCertified Resource SpecialistSupervisory ExperienceInformation And Referral Services

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical TroubleshootingData GatheringInsurance VerificationMotivational InterviewingActive Listening

Soft Skills

Excellent Interpersonal SkillsCustomer FocusedAdaptabilityCultural SensitivityDependability

Tools & Technologies

Helpline DatabaseOnline Systems

Certifications & Qualifications

Certified Resource Specialist

Industry Keywords

Substance UseProblem GamblingHarm ReductionHuman ServicesRecovery

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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