Call Center Agent

Hotline Operator

Boston Medical Center Place, Boston, Massachusetts, Full Time

SafeSpot is a service of the Grayken Center for Addiction at Boston Medical Center and provides critical support resources and assistance to individuals at risk of overdose. Our hotline operates 24/7 offering confidential and compassionate assistance to callers seeking help information and referrals to local treatment and support services. SafeSpot aims to reduce overdose deaths and improve access to addiction treatment and support across the state of Massachusetts.

Position Overview

The Hotline Operator plays a critical role at SafeSpot as the frontline point of contact with our callers. They will be responsible for managing incoming calls and talking with callers using a harm reduction framework. Helpline calls are opportunities to engage people who use drugs in meaningful conversation and the ideal candidate would be comfortable talking to people who are actively using drugs and who come from diverse backgrounds and experiences. The ideal candidate should possess excellent communication skills, a calm demeanor in potentially challenging situations, and a strong dedication to saving lives through prompt and compassionate actions.

Responsibilities

• Call Center Operations: Manage incoming calls from individuals seeking assistance for themselves or someone else.
• Offer immediate guidance on overdose recognition and response, instructing callers on how to administer naloxone or other life-saving measures if necessary.
• Provide information about the helpline to callers and providers.
• Utilize active listening and effective questioning techniques to assess the severity of each situation and identify potential overdose risks accurately.
• Collaborate with emergency responders, medical personnel, and 911 dispatchers to ensure swift and appropriate intervention for overdose cases.
• Utilize de-escalation techniques in emotional situations and maintain composure under high-pressure circumstances.
• Connect callers with relevant local resources including substance use treatment centers, support groups, and other community-based services to promote long-term recovery as needed.
• Data Collection and Management: Document each phone call interaction in REDCap database immediately after completing the call.
• Training and Development: Stay updated on best practices related to overdose prevention, crisis management, and substance use treatment through paid ongoing training and professional development.
• Team Collaboration: Collaborate with other helpline operators, supervisors, and healthcare professionals to share knowledge, improve procedures, and ensure seamless coordination.

Qualifications

Education: No requirement

Experience: Relevant lived, familial, or professional experience with overdose harm reduction or substance use required.

Availability: Preference will be given to candidates who have evening, night, and weekend availability.

Crisis Management Skills: Demonstrated ability to handle crisis situations with empathy, efficiency, and professionalism.

Communication Skills: Excellent verbal communication skills with the capacity to communicate effectively with diverse populations and individuals in distress.

Compassionate and Non-Judgmental Attitude: Strong commitment to treating all callers with empathy, respect, and without judgment.

Technological Proficiency: Comfortable using helpline software, databases, and digital communication platforms to manage incoming calls and messages. Must have a cell phone to receive calls at operator expense.

Confidentiality: Strict adherence to confidentiality policies and regulations concerning caller information and interactions.

Compensation Range: $15.14-$21.15

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes but is not limited to benefits (medical, dental, vision, pharmacy), discretionary annual bonuses, and merit increases. Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being.

NOTE: This range is based on Boston-area data and is subject to modification based on geographic location.

Equal Opportunity Employer/Disabled/Veterans

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