Website Recoverycoa Contact Center

1-833-RCA-JOBS  |  (1-833-722-5627)

N00360 – Family Support Specialist

Full-time Position

Contact Center


Position Overview: The Family Support Specialist will serve as the lead subject matter expert on how
the Mission Center interacts and supports families seeking care for themselves and their loved ones.
Duties will include call listening, call coaching, supporting training, process evaluation and refinement,
product knowledge, and direct intervention with families so their loved ones may connect to care.
This role is a dual role that will report into the Director of Intervention and hybrid between traditional
Intervention Support Specialists and support increasing the Mission Center’s overall effectiveness in
helping families and their loved ones access care.
Roles and Responsibilities:
* Function as the subject matter expert for all family related activities
* Works closely with RCA Interventionists and serves as a liaison between Interventionists and
Mission Center
* Coordinate and facilitates internal call calibration sessions weekly/monthly with Contact Center
management and training team to evaluate trends and validate needs and expectations
specifically related to family originated calls
* Collaborate and strategize with region directors and key stakeholders to organize structure and
streamline workflows/processes to best support desired outcomes/goals
* Teach families about addiction or behavior disorders and help them develop strategies to cope
with those problems
* Perform random call monitoring to listen for training opportunities or positive impacts
* Attend Family Calls, Pre-Interventions and Interventions with RCA Interventionists
* Identify any bottlenecks within process and collaborate with OE/CI Team to work on proposed
* Always demonstrate leadership and professionalism
* Effective communication skills, both written and verbal
* Ability to negotiate or overcome barriers
* Strong problem solving and critical thinking skills
* Ability to work independently or within a team
* Proficient in Microsoft Office products, such as Word, Excel, PowerPoint
* Demonstrate the ability to understand and react effectively to the changing needs of business
* Ability to work through challenges presented, multitask, and meet required deadlines
* Experience to lead and deliver projects, encourage initiatives, and empower others
Minimum Qualifications:
* Bachelor’s degree and/or relevant industry experience preferred
* Minimum of 2 years’ experience in substance/mental health field
* Knowledge of DSM and ASAM criteria
* Knowledge of State and Federal Statutes regarding patient confidentiality laws
* Demonstrated leadership of people and business process
* Proven track record of managing change in complex environments
* Ability to read, interpret, analyze, and prepare business and financial reports
* Dynamic and Enthusiastic personality
* Strong communication and negotiation skills
Work Environment: This job operates in a professional office environment. This role routinely
uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.
The noise level in the work environment is usually moderate.
Physical Demands: While performing the duties of this position, the employee is regularly
required to talk or hear. The employee frequently is required to use hands to finger, handle or
feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; reach
with hands and arms; climb or balance; and stoop, kneel, crouch or crawl. The employee must
occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by this
position include close vision, distance vision, color vision, peripheral vision, and the ability to
adjust focus.
Travel: Travel is primarily local during the business day, although some out-of-the-area and
overnight travel may be expected.