Call Center Agent

Hotline OperatorAbout SafeSpot: 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.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. Hotline 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. This role is pay per call and has monthly call requirements in order to stay active on the team.Provides hotline support for the State resource center at BMC for opioid dependence. Answer calls, collects data for the State on callers to assist in service needs, provide callers with names and numbers for treatment. Assists patients from the community settings and BMC to access treatment, assists with set up of appointments. Works with the Opioid treatment nurses and providers on program improvements, dissemination of information, and collaboration. Coordinates with Department of Public Heath Bureau of Substance Abuse Services, and HIV/AIDS Bureau. Performs phone screener on patients interested in accessing treatment, provides back up to medical assistant.Job Responsibilities:Primarily responsible for providing Hotline support for State support resource center for opioid dependence.Provide consistent and supportive crisis intervention; provide consistent and accurate referral services.Responsible for coordination of various OBOT (Office-based Opioid Treatment) Program activitiesManages collection and data entry of pertinent information for statistical purposes and for reporting purposes.Assists clients to linkages to addiction services; detox programs, Methadone maintenance, outpatient services, etc.Triages walk-in patients accessing opioid treatment; resource, education, and support.Screens potential patientsBack up support to medical assistantMaintains wait list in compliance within federal regulations.Ensures ongoing resource updates and development of resources for clients and family membersDisseminates resource materials to clients, family members, support systems, and providersCollaborates with Department of Public Health Drug and Alcohol hotline support staff.Supports clinic function with coping, filing, charts, referrals, appointment scheduling, and other administrative functions.Attends Staff and State meetings as scheduled, and take minutes.Job Requirements:Education:An Associates degree (or equivalent) plus 1 year related experience (will consider equivalent combination of formal education and experience, i.e. HS/GED plus 3 years related experience).Bachelors degree desirable.Experience:Experience working in a substance abuse or mental health setting is preferred.Knowledge and Skills:Excellent verbal and written communication skills. Bilingual or multi-lingual skills (beyond that of English) appropriate to the patient population served are preferred.Addiction knowledge (via formal training or experience) preferredProficient with standard Microsoft programs (i.e. MS Word, Excel, Outlook).Ability to perform basic data management tasks (data entry, data cleaning, reporting).Typing proficiency and basic math skills necessaryExcellent organizational skills, including strong attention to detail and the ability to manage time effectively.Excellent interpersonal skills, compassion and sensitivity with the ability to handle/diffuse difficult conversations with tact and diplomacy.Compensation Range: $16.35- $22.84Equal Opportunity Employer/Disabled/Veterans