Helpline Operator, Massachusetts Overdose Prevention (per diem)

About MOPH: The Massachusetts Overdose Prevention Helpline (MOPH) 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 helpline operates 24/7, offering confidential and compassionate assistance to callers seeking help, information, and referrals to local treatment and support services. MOPH aims to reduce overdose deaths and improve access to addiction treatment and support across the state of Massachusetts.

Position Overview: The Helpline Operator plays a critical role in the Massachusetts Overdose Prevention Helpline 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.

POSITION SUMMARY:

About MOPH: The Massachusetts Overdose Prevention Helpline (MOPH) 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 helpline operates 24/7, offering confidential and compassionate assistance to callers seeking help, information, and referrals to local treatment and support services. MOPH aims to reduce overdose deaths and improve access to addiction treatment and support across the state of Massachusetts.

Position Overview: The Helpline Operator plays a critical role in the Massachusetts Overdose Prevention Helpline 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.

ESSENTIAL RESPONSIBILITIES / DUTIES:

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. 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 experience with overdose or substance use 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. Confidentiality: Strict adherence to confidentiality policies and regulations concerning caller information and interactions.

Must adhere to all of BMC’s RESPECT behavioral standards.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job.  The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

N/A

EDUCATION:

N/A

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

N/A

EXPERIENCE:

None

Equal Opportunity Employer/Disabled/Veterans

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