Recovery Specialist

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.