Safespot
Addiction Treatment
HotlineOperator
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Hotline Operator at Safespot. Skills: Crisis Management, Communication, Compassion. 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”
What You'll Achieve.
Reduce overdose deaths; Improve access to addiction treatment and support across the state of Massachusetts
Industry & Context.
Must have cell phone to receive calls at operator expense
What They're Looking For.
Must Have
Relevant lived, familial, or professional experience with overdose, harm reduction, or substance use required, Demonstrated ability to handle crisis situations with empathy, efficiency, and professionalism, Excellent verbal communication skills, with the capacity to communicate effectively with diverse populations and individuals in distress, Commitment to treating all callers with empathy, respect, and without judgment, Comfortable using helpline software, databases, and digital communication platforms to manage incoming calls and messages, Must have cell phone to receive calls at operator expense, Strict adherence to confidentiality policies and regulations concerning caller information and interactions
Nice to Have
Evening, night and weekend availability
What You'll Do.
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
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
and other community-based services to promote long-term recovery as needed
Document each phone call interaction in REDCap database immediately after completing the call
Stay updated on best practices related to overdose prevention
and substance use treatment through paid ongoing training and professional development
How You'll Work.
Team & Collaboration
Collaborate with emergency responders, medical personnel, and 911 dispatchers to ensure swift and appropriate intervention for overdose cases; Collaborate with other helpline operators, supervisors, and healthcare professionals to share knowledge, improve procedures, and ensure seamless coordination
Communication Scope
Excellent verbal communication skills; Communicate effectively with diverse populations and individuals in distress
Full Job Description
About 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. 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 su
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