Recovery Helpline Specialist (On Call / Per Diem)

Location: Fully Remote (Must Reside in Washington State)

Status: Non-Exempt, Part-time, On-Call / Per Diem | Union Representation: OPEIU | Pay: $26.79 per hour

About the role

At Crisis Connections, we believe everyone deserves access to compassionate, accessible support. As a Recovery Helpline Specialist, you will provide critical assistance to individuals and families seeking resources for substance use recovery, mental health support, and problem gambling services throughout Washington State. This is an excellent opportunity for professionals who are passionate about helping others navigate challenging circumstances and connect with life-changing resources.

Responsibilities

• Respond to incoming phone calls, emails, and text messages from individuals seeking recovery-related services and support.
• Provide information, referrals, and resource navigation for substance use disorder, mental health, and problem gambling concerns.
• Facilitate warm transfers to treatment providers and community resources.
• Conduct follow-up outreach to help ensure individuals successfully connect with services.
• Document interactions accurately and complete quality assurance activities.
• Collaborate with team members and supervisors to provide exceptional customer service and support.

Requirements

• Understanding of substance use disorders, correlating treatment options and recovery supports.
• Experience working in a call center, helpline, behavioral health, human services, or related setting.
• Strong communication and interpersonal skills.
• Ability to work effectively in a fast-paced environment while maintaining professionalism and attention to detail.
• Comfort using multiple technology platforms and databases.
• Private and confidential workspace suitable for remote work.
• Residence within Washington State.

Qualifications

• Preferred: Bachelor's degree in social services, human services, psychology, or a related field.
• Preferred: Experience in addiction treatment, recovery services, behavioral health, or crisis support.
• Preferred: Substance Use Disorder Professional (SUDP) or SUDP Trainee credential.

Technology Requirements

• Reliable high-speed internet connection.
• Smartphone capable of supporting multi-factor authentication (MFA).