Screening and Information Specialist

Health Resources in Action (HRiA)

Screening and Information Specialist assisting consumers on substance use and gambling helplines. Engaging with users via calls, chat, and text to provide information and referrals.

Posted 7/24/2026full-timeRemote • Massachusetts • 🇺🇸 United StatesMid-LevelSenior💰 $23 - $25 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in substance use disorders, problem gambling, and behavioral health equity while providing effective information and referral services. Skilled in active listening, motivational interviewing, and maintaining high ethical standards in a customer-focused environment.

Highest-signal resume keywords

Substance Use Disorder ExpertiseInformation And Referral ServicesActive ListeningMotivational InterviewingCertified Resource Specialist

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CounselingDatabase ManagementCustomer ServiceInsurance VerificationData Recording

Soft Skills

Interpersonal SkillsCommunication SkillsDependabilityCultural CompetenceAdaptability

Tools & Technologies

Online SystemsHelpline Database

Certifications & Qualifications

Certified Resource Specialist

Industry Keywords

Substance UseRecoveryProblem GamblingHarm ReductionBehavioral Health

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Three to five years of related experience (lived or professional) in the fields of substance use, recovery, problem gambling, and/or harm reduction services, or bachelor’s degree in psychology, social work, human services, or related field in lieu of experience.
Experience in information and referral services, customer service, counseling, substance use, or human services required.
Customer/consumer focused with excellent interpersonal and communication skills.
Good computer skills and experience and/or ability to use online systems and databases.
Certified Resource Specialist (through Inform USA) preferred or willingness to obtain within one year of hire (at HRiA’s expense).
Openness to information that may be different from personal views.
Willingness to work with Helpline users who may be ambivalent, impaired, or have psychological disorders.
Openness to providing information about a variety of treatment options and paths to recovery based on a caller’s needs.
Respect cultural differences and value diversity of thought, backgrounds, and perspectives.
High ethical standards and a willingness to comply with professional expectations and boundaries.
Ability to adapt to changes in work environment and expectations.
Demonstrated history of dependability.
Two years of sobriety for people in recovery.
Fluency in a language other than English (e.g., Spanish, Portuguese, Mandarin) is a plus.
Preference will be given to applicants with flexible and/or weekend and overnight availability.
Massachusetts, Vermont, or Illinois residency is a plus, but not required.

Benefits

Comp & perks

Competitive salaries
Health insurance
Retirement plan
Flexible summer hours
Vacation starting at 4 weeks
13 paid holidays, plus office closure time during the last week of December.