Hotline Operator

Position Summary

The Hotline Operator plays a critical role at Safe Spot as the frontline point of contact with callers. They are responsible for managing incoming calls and engaging callers using a harm reduction framework. Hotline calls are opportunities to engage people who use drugs in meaningful conversation. The ideal candidate should be comfortable talking to people who are actively using drugs and come from diverse backgrounds and experiences.

The 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. This role is pay‑per‑call with monthly call requirements.

• Manage incoming calls from individuals seeking help with drug use.
• Engage callers using a harm reduction framework to provide support and resources.
• Maintain accurate call documentation and follow organizational protocols.

• Excellent communication skills and empathy.
• Ability to remain calm and compassionate in challenging situations.
• Dedication to saving lives through prompt, compassionate action.
• Experience or comfort in speaking with individuals who are actively using drugs is preferred.

• Position:
  Hotline Operator
• Department:
  Research
• Schedule:
  
  Part Time

Safe Spot is a service of the Grayken Center for Addiction at Boston Medical Center that provides critical support, resources, and assistance to individuals at risk of overdose. Our hotline operates 24/7, offering confidential and compassionate assistance to callers seeking help, information, and referrals to local treatment and support services. Safe Spot aims to reduce overdose deaths and improve access to addiction treatment and support across Massachusetts.

Base pay range: $16.35 – $22.84 per call, determined by qualifications, experience, and local market conditions.

Comprehensive benefits include medical, dental, vision, pharmacy coverage, discretionary annual bonuses and merit increases, flexible spending accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well‑being.

Safe Spot is an equal opportunity employer, and we encourage applications from disabled veterans and individuals from all backgrounds. According to the FTC, we do not solicit applications via text, social media, or third‑party platforms. Applications are received only through our website, no downloads or purchases are required.