Director, Helpline Project Management

Work must be performed anywhere in United States
Published 17 days ago

Details at a Glance

Job Type
Full Time
USD $100,000 - $120,000 / year


Health Resources in Action, Inc. (HRiA) is a non-profit organization working to improve and reimagine public health. We connect, consult, and collaborate to solve complex challenges of access and equity in our health and social systems. Together with our partners, clients, and collaborators, we create actionable solutions so that all people can thrive.

In 1957, The Medical Foundation (TMF) was created to primarily fund biomedical research in Massachusetts. Since then, we’ve been on a journey of evolution. We changed our name to Health Resources in Action (HRiA) to reflect our impact in the field of public health. Today, HRiA works with individuals, organizations, and communities to drive a policy and systems change approach to advance health and racial equity.

HRiA seeks sustainable solutions for complex problems using an anti-racist approach. We aim to be adaptable and flexible in meeting clients and partners where they are, offering our decades of knowledge and resources to collectively realize our dream of equitable, sustainable health for all. The foundation of this work is centered on our values:

  • Health and racial equity by identifying and addressing the root causes of health inequities, intentionally working to shift narratives and power imbalances and disrupt all systems of oppression.
  • Leading with heart by demonstrating our passionate commitment to our work, continuously challenging ourselves with humility and vulnerability while pursuing and holding ourselves accountable to our mission.
  • Collaboration by intentionally and respectfully leading, partnering, and following to strengthen relationships, uplift different voices and build trust.
  • Innovation by driving toward new strategies, questioning norms, and continuously learning and evolving to support the needs of our clients and communities.

HRiA offers exciting, engaging, and challenging employment opportunities for facilitators, trainers, researchers, analysts, policy specialists, grant managers, and more. People come to HRiA because of our commitment to advancing health equity and inspiring work; they stay for our wonderful clients, partners, and dedicated and dynamic staff. With our growing portfolio of high-impact work, person-centered policies, and generous benefits, our team continually invests in making HRiA a great place to work. Our diverse staff of over 270 people hail from 30+ states, with a homebase in Boston’s Chinatown neighborhood.

As part of our Public Health Services, HRiA manages an extensive portfolio of behavioral health initiatives, including statewide substance use helplines in Vermont and Oregon and substance use and problem gambling helplines in Massachusetts and Illinois. Collectively we refer to these projects as “The Helplines.” We use a trauma-informed, harm reduction approach to support people seeking services for substance use and problem gambling. Most Helpline team members have a functional focus and work across multiple Helpline projects. This ensures consistency in approach across projects and allows us to apply learnings and enhancements as each project grows and evolves.

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

Position Description

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. 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.

This is an exempt, full-time position that either can be based in the Boston office or fully remote anywhere in the US. The salary range for this position is $100,000-$120,000, depending on skills and experience.

Duties and Responsibilities


  • 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 client’s 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 HRiA’s 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.

Thought Leadership

  • 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.

New Business Development

  • 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.

Candidate Qualification

  • Master’s degree in public health, health/business administration, social work or similar field; in lieu of advanced degree, a bachelor’s 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.

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 their 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.

Health Resources in Action, Inc. (HRiA) is a non-profit organization working to improve and reimagine public health. We connect, consult, and collaborate to solve complex challenges of access and equity in our health and social systems…


HRiA offers strong benefits to its employees, including:

  • Competitively benchmarked salaries,
  • Health, dental, and vision insurance,
  • Retirement plan,
  • Short-term, long-term, and life insurance,
  • Paid Family and Medical Leave,
  • Vacation starting at 4 weeks, plus office closure for the last week of December,
  • Flexible summer hours,
  • 13 paid holidays.

HRiA offers strong benefits to its employees, including:

  • Competitively benchmarked salaries,
  • Health, dental, and vision insurance,
  • Retirement plan,
  • Short-term, long-term, and life…


Work must be performed anywhere in United States
Associated Location
2 Boylston St, Boston, MA 02116, USA
Floor 4

How to Apply

To apply, submit your resume and cover letter online.

HRiA is an equal opportunity, affirmative action employer and is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

For more information about the organization visit

To apply, submit your resume and cover letter online.

HRiA is an equal opportunity, affirmative action employer and is committed to providing access, equal opportunity, and…


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