Helpline Contact Center Supervisor

• Handle incoming Helpline inquiries via phone, chat, and SMS, assessing needs and providing referrals for substance use and problem gambling services.
• Supervise up to six Screening & Information Specialists (SIS), including monitoring interactions, providing coaching, and supporting professional growth.
• Coordinate contact center operations, including scheduling, technology troubleshooting, and onboarding/training of new staff.
• Contribute to policy, procedure, and curriculum development for the Helplines.

This role directly supports individuals seeking help for substance use and problem gambling, connecting them to life-saving treatment and recovery services, and contributes to advancing health equity across multiple states.

• Five years of related experience (lived or professional) in substance use, recovery, problem gambling, or harm reduction; OR a bachelor's degree in psychology, social work, human services, or related field in lieu of experience.
• Demonstrated experience supervising staff and providing guidance, feedback, and mentorship.
• Experience in information and referral services, customer service, counseling, substance use, problem gambling, or human services required.
• Excellent interpersonal and communication skills; ability to adapt to change; customer/consumer focused.

Competitive salary of $57,000–$64,000 based on skills and experience. HRiA offers strong benefits including health insurance, retirement plan, flexible summer hours, vacation starting at four weeks, 13 paid holidays, and office closure at the end of December.

Health Resources in Action, Inc. (HRiA) is a non-profit organization working to improve and reimagine public health by advancing health and racial equity through policy and systems change, collaborating with partners to create sustainable solutions for all people to thrive.