Program Assistant

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 Program Assistant plays a critical role in the Massachusetts Overdose Prevention Helpline as the frontline point of contact with our callers. The Program Assistant 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. The Program Assistant will provide administrative support as necessary. We encourage candidates to apply who have lived or living experience with substance use and overdose, those who have served on the frontline in harm reduction programs or other supportive roles for people who use drugs, people of color, women, LGBTQ+ people and members of communities historically and currently excluded from high quality healthcare.

Position: Program Assistant

Department: General Internal Medicine

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

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 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 and assist in maintaining call data in REDCap database.
• Training and Development: Stay updated on best practices related to overdose prevention, crisis management, and substance use treatment through 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.
• Administrative Support: Assist with scheduling meetings, preparing agendas and meeting minutes, developing presentations, responding to and filling request for MOPH promotional and marketing materials

JOB REQUIREMENTS

Qualifications:

• Education: A bachelor's degree in a related field such as psychology, social work, public health, or a relevant discipline is preferred but not required.
• Experience: Relevant lived experience with overdose, work experience or certifications may be considered in lieu of formal education (such as experience as a Harm Reductionist or Emergency Medical Technician).
• Crisis Management Skills: Willingness and demonstrated ability to handle crisis situations with empathy, efficiency, and professionalism.
• Communication Skills: Excellent verbal and written 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.
• Knowledge of Substance use and Overdose: Familiarity with substance use issues, and overdose prevention and harm reduction strategies.
• 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.
• Crisis Intervention Training: Prior training or experience in crisis intervention, overdose detection, suicide prevention, or similar fields is beneficial.

What you get

• Join an active research and program innovation unit and learn about cutting edge addiction medicine research projects
• Opportunity to contribute to scientific and public health efforts to address the overdose crisis
• Learn best practices in research conduct and management
• Mentorship from public health professionals across the state
• A competitive benefit package including robust health insurance, paid vacation, and commuter benefits

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).

Demonstrate a commitment to our team's core values:

• Teamwork: You communicate with and build up your teammates. You are considerate and aware of how what you say and do impacts your colleagues.
• Mindfulness and Open-Mindedness: You are respectful, kind, and flexible. You avoid making assumptions about people and are mindful of how our work, language, and actions impact our study participants and the communities we serve.
• High Quality Work: You are reliable and take initiative. You pay attention to the details and ask for help when needed.
  Professional Growth: You are curious and excited to learn new things. You own up to mistakes, ask questions, and are receptive to feedback.
• Work/Life Balance: You approach your work with a positive attitude, value self-care, and communicate honestly about your workload.