<span>Overdose Helpline Operator</span>

Boston Medical Center - Boston, MA

Part-time - Entry Level

Boston, MA

Hospitals

About the position

The Overdose Helpline Operator at SafeSpot plays a vital role in providing immediate support and resources to individuals at risk of overdose. This part-time position involves managing incoming calls to a 24/7 hotline, offering guidance on overdose recognition and response, and connecting callers with local treatment and support services. The operator must engage with callers using a harm reduction framework, demonstrating excellent communication skills and a compassionate approach to those in distress.

Responsibilities

• 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.
• Document each phone call interaction in REDCap database immediately after completing the call.
• Stay updated on best practices related to overdose prevention, crisis management, and substance use treatment through paid ongoing training and professional development.
• Collaborate with other helpline operators, supervisors, and healthcare professionals to share knowledge, improve procedures, and ensure seamless coordination.

Requirements

• 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.
• Strong 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.
• Strict adherence to confidentiality policies and regulations concerning caller information and interactions.

Nice-to-haves

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

Benefits

• Paid ongoing training and professional development opportunities.