The helplines comprise state-specific websites and online portals, as well as a single, centralized contact center that manages calls, chats, and texts from residents of all our Helpline states. The Helplines connect consumers with comprehensive, accurate, and current information about and referrals to treatment, harm reduction, prevention, and recovery services available in their states.

To learn more about HRiA and our helplines, visit the following:

We are seeking a Director of Helpline Project Management to oversee the strategic direction of multiple Helpline projects and project management methodologies. This role is crucial in ensuring the successful delivery of services as part of our mission and commitment to harm reduction principles and a trauma-informed approach

The Director, Helpline Project Management, will serve as a key expert in project management methodologies and will oversee the project management process across all Helpline projects. They will serve as a leader in the planning, execution, delivery, and allocation of resources. The Director will supervise the individual project managers responsible for each of the Helpline projects. They will work collaboratively with the Helplines Contact Center, Marketing, Data, Technology, and other teams to develop strategies for the administration of the portfolio of Helpline projects, including development of standard project management documents and processes. The Director will collaborate across the team with Managers, leadership, and other staff to ensure that programmatic activities are in line with best and promising practices. They will also work with team members to ensure continuous quality improvement and consistency in approach across Helpline services and activities. Our approach is inclusive, based on harm reduction principles, and is trauma-informed. The ideal candidate will have experience applying one or more of these lenses to their work. The Director will contribute to programmatic growth, including leading and contributing to proposals, scopes of work, and sharing lessons learned and insights to promote HRiA as a thought leader as appropriate.

• Oversee the project management process including administration, team leadership, monitoring, prioritization, communication, and quality controls.
• Establish standards, processes, and tools, used for effective project management.
• Work collaboratively with other Helpline leaders to establish methodologies to set productivity and quality targets and to assess and to assess results for all projects.
• Work with project managers and leadership to ensure contract compliance and implementation, and timely completion of deliverables within budget, scope, and to clients satisfaction.
• Provide insight and guidance to help address challenges and barriers, and support and ensure continuous quality improvement activities related to management of projects.
• Develop, engage, and maintain strong relationships with key stakeholders and leaders, including clients, government agencies, and community leaders and residents.
• Foster a positive, inclusive work environment including open, honest communication to manage and develop project management team.
• Build and maintain strong and effective relationships with clients and other key stakeholders.
• Supervise, mentor, evaluate, and support the professional development of Project Managers.
• Approve supervisee timesheets and schedules.
• Conduct annual staff performance reviews, support staff in setting and attaining professional development goals.
• Work with other Helpline leaders and HRiAs Administration & Finance staff to develop and monitor project budgets.
• Participate in cluster Leadership Team meetings and other organization-wide activities as needed.

• Provide leadership in the analysis and implementation of Asana and other tools that will plan, manage, and track Helpline projects.
• Coordinate efforts across work areas and teams including marketing and outreach, website and data, contact center, and leadership.
• Respond to escalated project issues and coordinate solutions.
• Monitor and analyze project metrics to identify weaknesses or opportunities and propose operational improvements for future projects.
• Support in maintaining accurate project and capacity plans and up-to-date project assets and metrics.

• Maintain expertise and serve as a trusted, informed source in project management methodologies.
• Provide advice to clients and internal teams to help guide project approaches and tasks.
• Develop and deliver presentations and practice briefs; attend and present at regional or national conferences, as appropriate.
• Suggest ideas and/or improvements through participation in teams and committees.

• Work with departmental and organizational leadership to identify and assess new business opportunities.
• Lead and/or contribute to proposals, scopes of work, and budgets for new or continued projects, funding, and contract renewals as needed.

• Masters degree in public health, health/business administration, social work or similar field; in lieu of advanced degree, a bachelors degree with at least 10 years of relevant work experience
• A minimum of seven years of leadership experience in program/project management
• Project Management Professional (PMP) certification, Sigma Six certification, or similar preferred
• Demonstrated success in managing and implementing programs/portfolios of similar size and scope
• Deep knowledge of project management and public health service delivery (i.e. substance use, addictions, and behavioral health)
• Demonstrated experience managing projects for federal or state contracts.
• Substantial team leadership experience with a focus on team development, managing, and supervising staff.
• Strong skills in logistics, budget/finance, communication, and problem-solving.
• Excellent client and project management skills, with ability to work simultaneously with multiple funders, partners, and vendors to meet contract requirements and deadlines.
• Highly organized, motivated, and able to work well independently and with a team.
• A commitment to valuing diversity of thought, backgrounds, and perspectives
• Ability to work effectively in a fast-paced, busy environment

Job Summary