Recovery Specialist

Crisis Connections; United States; Remote; USD 30,000 - 43,000; Full time

Job summary

Crisis Connections is hiring a Recovery Helpline Specialist to support and respond to incoming calls on the Recovery Helpline. The role involves identifying resources for those facing substance use challenges, replying by email and text, and ensuring follow-up.

You will perform QA, log calls, and facilitate warm transfers to help connect callers with services. The position is full-time, non-exempt and fully remote, with a WA‑state location requirement.

Qualifications

• Preferred BA in social or human sciences; or two years in addiction treatment.
• Experience in a call center or telephone assessments.
• Substance Use Disorder Professional or Trainee is a plus.
• Ability to work with clinical staff and volunteers in a fast-paced environment.

Responsibilities

• Respond to incoming calls, emails, and texts seeking recovery resources.
• Identify appropriate local/state resources for substance use recovery.
• Utilize Vision Link and MOUD Locator databases effectively.
• Perform QA screening of completed calls.
• Provide warm transfers to other providers and follow up as needed.
• Log calls accurately and timely in the system.
• Coordinate with Shift Supervisor and participate in trainings.

Skills

Call center experience

Team collaboration

Strong communication

Attention to detail

Work from confidential setting

Education

Bachelor of Arts in social/human sciences

Two years in addiction treatment settings

Tools

Vision Link

MOUD Locator

Job description

Headquarters: Tacoma, Washington, United States
URL: http://www.crisisconnections.org

Description

Position Title: Recovery Helpline Specialist

Reports to: WA Recovery Helpline Manager

Type: Full-time, Non-Exempt.

Pay rate: $26.79/hour

Union Representation: Represented by OPEIU

Location: Fully Remote, must be located in WA state

Schedule: Monday-Friday: 8:00 AM to 4:00 PM

Crisis Connections provides a variety of telephone-based support services that are easily accessible to anyone in our community experiencing crisis. Our service area includes King County and WA State. Our passion is to foster resilience and wellbeing for all by connecting people to accessible and compassionate support.

POSITION SUMMARY:

The Washington Recovery Help Line Specialist is responsible for supporting and responding to incoming calls on the Recovery Helpline. The Specialist provides support in identifying appropriate resources and referrals to those struggling with issues related to substance use disorder[ND1]

The Specialist responds to calls on the Help Line by email and text and performs quality assurance screening for all calls completed. The Specialist is expected to facilitate warm transfers to other providers and will make follow-up calls to ensure the callers are connected with specific resources.

SERVICE DELIVERY

• Responds to incoming phone calls, emails, and text messages from individuals seeking information about recovery-related resources for those struggling with substance use disorder.
• Demonstrates knowledge of Washington State resources for substance abuse,
• Demonstrates knowledge of Recovery Help Line resources, including competent use of Vision Link database, competent use of MOUD (Medication for Opioid Use Disorder) Locator, and competent use of non‑computerized information.
• Demonstrates knowledge of phone room protocol and procedure.
• Provides adequate consultation to professionals and non‑professionals.
• Timely completion of call back and follow-up calls.
• Accurate and timely completion of Vision Link call logging and QA as assigned.
• Makes appropriate use of the Shift Supervisor.
• Participates in training and other non‑phone room responsibilities as assigned.

PROFESSIONAL DEVELOPMENT

• Participates in program meetings and planning on site as directed by the Director.
• Attends at least four (4) training courses and in‑services annually.

QUANTITY AND QUALITY OF WORK/WORK HABITS

• Arrives at work on time and maintains regular attendance; works assigned shifts and other shifts when needed.
• Follows personnel policies and procedures.
• Written and verbal communication is clear, concise, accurate, and thorough.
• Demonstrates genuine relationships by cooperating with others, handling disagreements directly with the person(s) concerned in a truthful and open manner, and accepting constructive feedback. Shows respect to co-workers, volunteers, and customers/clients.
• Makes appropriate use of the supervisor.
• Promotes a healthy work environment by demonstrating collaborative decision‑making and team‑building behaviors; provides peer support and motivates staff and volunteers to outstanding performance.
• Suggests solutions to identified problems.

Requirements

• Preferred Bachelor of Art in social or human sciences and/or two years working in addiction treatment settings.
• Experience working in a call center or conducting telephone assessments as a staff member or volunteer.
• Substance Use Disorder Professional or Trainee is a plus.
• Evidence of ability to work with a team of clinical staff and volunteers in a fast‑paced environment.
• Excellent communication and interpersonal skills.
• High level of attention to detail.
• Should be proficient with the application of communication technology.
• Must have a private and confidential location to perform duties.

DISCLAIMER:

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.

EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION:

Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.

In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.

Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.