Program Coordinator - GIM

POSITION SUMMARY:

The Program Coordinator plays a pivotal role at SafeSpot by overseeing the daily operations of the call center and providing leadership, training and mentorship to hotline operators. This position is responsible for managing incoming calls, ensuring effective response, and coordinating timely and appropriate interventions to prevent overdose fatalities. The Program Coordinator also ensures that operators receive necessary support, maintains accurate records, and fosters a collaborative and compassionate work environment. This is an overnight position with typical required 32 hours of overnight (4 shifts) and 8 hours of day shift for administrative duties and meetings, and will act as the primary supervisor for the Night Shift and its operator team.

Position: Program Coordinator

Department: General Internal Medicine

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

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  Operator Leadership: Provide guidance, support, and mentorship to hotline operators, ensuring they have the necessary skills and knowledge to effectively handle crisis situations and provide compassionate assistance. The overnight shift is the busiest and often the most challenging. The ideal candidate will have at least 1 year of experience working SafeSpot's overnight shift.
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  Crisis Response Oversight: Monitor and assess hotline interactions to ensure proper overdose detection, intervention, and resource referral in compliance with established protocols and best practices. This is done mostly in isolation from the Hotline Director as these occur off hours. The ideal candidate will have experience in managing these issues as they come up.
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  Training and Development: This position has a significant training component and will be responsible for all roleplay scenarios done with new operators as a final clearance. The ideal candidate will have a history of creating and facilitating roleplay training to hotline operators.
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  Overdose Detection: Utilize active listening and effective questioning techniques to assess the severity of each situation and identify potential overdose risks accurately.
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  Public Interfacing: Collaborate with other healthcare professionals and community organizations to spread the word about the hotline to potential callers around Massachusetts and Maine. Represent the hotline in public forums under the guidance of Hotline Director. Participate in Boston Medical Center approved media activities including news stories, podcasts and video documentaries.
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  Data Management: Ensure accurate and confidential documentation of all hotline communications, including call details, interventions provided, and any follow-up actions taken.
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  Quality Improvement & Assurance: Implement quality assurance measures to assess the performance of hotline operators and maintain a high standard of care in line with organizational goals. Flag potential issues for Hotline Director review.
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  Team Coordination: Foster a supportive and collaborative work environment among hotline operators and administrative staff, encouraging open communication, professional growth, and teamwork.
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  Compliance: Ensure compliance with all applicable laws, regulations, and ethical standards regarding confidentiality, privacy, and the provision of healthcare services.

(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).

JOB REQUIREMENTS

EDUCATION:

High School Diploma or Equivalent.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

N/A

EXPERIENCE:

1-3 years of experience working with people who use drugs. Lived experience with substance use can be substituted for work experience.

KNOWLEDGE, SKILLS & ABILITIES (KSA):

Leadership Skills: Proven ability to lead and motivate a team of hotline operators, providing mentorship, training, and support.

Communication Skills: Excellent interpersonal and communication skills, both written and verbal, with the ability to communicate effectively with diverse populations.

Crisis Management Experience: Prior experience in overdose detection or response, crisis intervention, suicide prevention, or related fields is preferred.

Compassionate and Non-Judgmental Attitude: Strong commitment to treating callers and hotline operators with empathy, respect, and sensitivity.

Technological Proficiency: Comfortable using hotline software, databases, and digital communication platforms including Outlook, RedCap, Zoom, PowerPoint, 3CX.

Public Speaking: Demonstrated skills in accurately conveying hotline talking points in front of a public audience both via online format (i.e. Zoom) or in-person.

Equal Opportunity Employer/Disabled/Veterans