Project Manager, Substance Use Helplines

Website HRiAction Health Resources in Action

Brief Overview:

We are searching for a full-time Project Manager for the Massachusetts Substance Use Helpline and the new Vermont Substance Use Disorder Treatment Centralized Intake and Resource Center (hereafter “the Helplines”). This is an exciting opportunity to contribute to the management of an established program (MA Helpline) and help develop a new and innovative solution for another state (Vermont). The candidate will provide project management expertise while gaining a deeper understanding of substance use and related systems in both states, through client interaction, program implementation, staff supervision, and program administration. The Project Manager will devote approximately 50% of their time to each project annually. The Project Manager will be based in Boston, MA.


Position Description:

HRiA has operated the MA Substance Use Helpline for over 22 years and will be developing a similar solution for the state of Vermont with an expected launch in the fall of 2019. In addition, HRiA has operated the Illinois Helpline for Opioids and Other Substances for nearly two years. The Helplines are committed to linking consumers with comprehensive, accurate, and current information about treatment, prevention, and recovery services available to state residents.

To learn more about:

  • HRiA visit
  • MA Substance Use Helpline visit
  • IL Helpline for Opioids and Other Substances visit

The Project Manager is responsible for ensuring the overall success of the Helplines. They will contribute to the development of the Vermont solution, and manage and implement both Helplines. For the Vermont solution, this includes contributing to the development of VT Helpline systems, call handling processes and protocols, the provider database, marketing plan, and other project components. For the MA Helpline, this includes implementing enhancements, ensuring the program is responsive to evolving needs, and monitoring and implementing continuous quality improvement (CQI). For both projects, the Project Manager will assist with budget development and management and will be responsible for overall ongoing operations. The Project Manager will report to HRiA’s Director, Substance Use Services, who oversees the three Helplines. They will also work closely with HRiA’s Vice President and the Helplines’ supervisory, communication/marketing, and technology staff. This is an exempt, full-time position.


Duties and Responsibilities:

The Project Manager will be responsible for the development and implementation of the Vermont solution, in collaboration with the Vice President and Director, Substance Use Services, as well as our technology implementation partner. The Project Manager will also work closely with the Director to manage the MA Helpline. They will provide significant project management expertise in a fast-paced, high-intensity, high-visibility context to ensure the effective, efficient, and timely implementation of the project. This includes but is not limited to the following:


  • Developing and implementing a flexible but specific workplan that supports the management and triage of multiple priorities and needs, while ensuring adherence to an aggressive timeline.
  • Preparing, submitting, and maintaining project documents such as plans, logs, and lessons learned, from project initiation through closing, in coordination with other Helpline management staff, as required by funders.
  • Managing and facilitating the engagement and participation of project funders, the project team, the subcontractors, and other stakeholders.
  • Supervising, mentoring, evaluating, and supporting the professional development of one to three staff people.
  • Approving staff timesheets and schedules as appropriate.
  • Communicating effectively, efficiently, and appropriately with the funders, the project teams, supervisor, and other stakeholders.
  • Identifying, prioritizing, and resolving challenges (proactively where possible) to minimize impact to the project goals and timeline.
  • Overseeing subcontractors and monitoring and guiding their programmatic and fiscal progress.
  • Preparing and submitting all required progress and data reports to funder to ensure contract compliance.
  • Working with the Director to monitor and manage the overall project budget, timeline, and programmatic progress.

Project Work

  • Contributing technical skills and/or content expertise to this project to ensure its effective implementation and sustainability.
  • Establishing and monitoring systems to gather and report data to assess project process and outcomes; identify and implement CQI activities, as needed.
  • Contributing technical skills and/or content expertise to other related HRiA projects and to the organization, as appropriate or needed.

Thought Leadership

  • Maintaining or building skills in management, supervision, substance use, and related content areas.
  • Contributing to blogs, HRiA website content, and other sources to promote the Helplines and the team’s expertise.
  • Presenting at conferences/events with senior HRiA staff, as appropriate.
  • Suggesting ideas/improvements in project and/or organizational processes and systems through participation in teams and committees.

New Business Development

  • Assisting with proposal writing and/or submission as needed; this may include working with the Vice President and other staff to prepare scopes of work and budgets for contract extensions, as well as working with the Development Manager to prepare proposals for rebids or other new opportunities.
  • Contributing to HRiA website, blogs, and other opportunities to market services and expertise.

Special Requirements

  • Occasional travel to Vermont (reimbursed by HRiA) may be required of this position.
  • May require some work outside of traditional business hours.

Candidate Qualifications:

  • Master’s degree, with a focus in the social sciences, public health, health policy or health care management, or education.
  • At least 4 years of relevant work experience in a leadership or management capacity, with demonstrated success in managing and implementing a program(s) of similar size and scope.
  • Project Management Professional (PMP) certification preferred.
  • Certification as a Community Resource Specialist (through AIRS) preferred or willingness to obtain within one year of hire.
  • Exceptional verbal, written, and presentation skills.
  • Strong organizational skills and an ability to juggle multiple, competing priorities and timelines.
  • Strong problem-solving and analytical skills, with an ability to anticipate challenges and propose solutions.
  • Ability to identify priority project tasks, gather input and guidance, and accomplish them independently with minimal additional oversight.
  • Keen attention to detail and a strong commitment to high-quality products, customer/client service, and team interactions.
  • Excellent interpersonal skills, including strong communication, negotiation, and collaboration skills.
  • Proven ability to establish and maintain effective working relationships with a wide variety of individuals and organizations relevant to the project.
  • Openness to information that may be different from personal views.
  • Willingness to work with callers who may be ambivalent, resistant, impaired, or have psychological disorders.
  • Openness to a variety of treatment services based on individuals’ needs.
  • Respectful of cultural differences, and values diversity of thought, backgrounds, and perspectives.
  • Ability and willingness to field incoming Helpline calls during periods of high call volume or other special circumstances.
  • Experience with substance use services preferred.
  • Two years of sobriety requested for people in recovery.

Training in addiction, screening, interviewing, treatment services, and resources is available. Hours for this position are standard 9 am to 5 pm and may be flexible. The position may include weekend or overnight on-call duties. The Helplines will operate 8 am to 10 pm weekdays, and 8 am to 6 pm on weekends and holidays.


This description is intended to indicate the kinds of work duties that will be required in this position.  It is not intended to limit, or in any way modify, the rights of any supervisor to assign, direct, and contract work of staff under his/her supervision.  The use of a particular illustration describing duties shall not be held to exclude other duties, not mentioned, that are of a similar level or difficulty.


How to Apply:

HRiA is actively seeking to build a diverse and experienced staff. HRiA encourages multiple perspectives and experiences, supports a multicultural environment, and strives to hire and retain a diverse work force that reflects the populations we work with and the communities where we work. Diversity is a core value of HRiA resulting in culturally competent services, materials, resources, and programs. Our hiring and business practices appreciate the strengths offered through different backgrounds.

HRiA offers an attractive benefits package, including medical, dental and life insurance, retirement plan, tax-deferred annuity, and generous vacation.

To apply, submit your resume, cover letter, and salary requirements online.

To apply for this job please visit

PMI Mass Bay Chapter
465 Waverley Oaks Road
Suite 421
Waltham, MA 02452

TEL: 781-894-1842
FAX: 781-647-7222