Massachusetts Licensed Hotline Operator

Job Summary

Providing critical hotline support, the part-time Massachusetts Licensed Hotline Operator will manage incoming calls, engage with callers using a harm reduction framework, and assist individuals seeking treatment and resources for opioid dependence in a remote setting.

Key responsibilities

• Provide hotline support for the State resource center for opioid dependence, including crisis intervention and accurate referral services
• Coordinate various Office-based Opioid Treatment (OBOT) Program activities and assist clients in accessing addiction services
• Manage data collection and entry for reporting purposes while ensuring ongoing resource updates for clients and their families

Required qualifications

• Associate's degree (or equivalent) with at least 1 year of related experience; Bachelor's degree is desirable
• Preferred experience in a substance abuse or mental health setting
• Knowledge of addiction, either through formal training or experience
• Proficiency in standard Microsoft programs and basic data management tasks
• Excellent interpersonal skills with the ability to handle difficult conversations with compassion and sensitivity