Overview
The Warmline Peer Specialist III is an advanced-level role that oversees complex caller cases, provides in-depth mentoring to PSS I and II, and coordinates day-to-day operations for a designated team or shift. This role requires expertise in Peer Support values, crisis intervention, and leadership capabilities to uphold the Warmline’s mission at a high standard.
Description
To apply go to https://promiseresourcenetwork.org/careers/open-positions/
Must be a resident of North Carolina - Remote only in North Carolina
Shift is Sunday-Wednesday 7:30a-6p
Responsibilities
High-Level Peer Support: Manage challenging or escalated calls involving mental health crises, suicidal ideation, or severe emotional distress. Employ expert-level de-escalation strategies, calling upon advanced crisis management protocols.
Warmline Peer Support Specialist Functions: Model comprehensive, non-judgmental, and culturally affirmative support; integrate lived experience to foster trust. Encourage callers to explore multiple wellness dimensions, addressing complex or overlapping issues (e.g., co-occurring mental health and financial stress).
Warmline Peer Supporter-Specific Duties: Oversee the shift/team’s call flow, ensuring coverage and balanced workloads among PSS I and II. Serve as the primary escalation point for tricky calls or unusual scenarios (e.g., mandated reporting situations, medical emergencies). Communicate critical updates (policy changes, new resources) to staff in real time.
Team Leadership & Mentoring: Provide structured training sessions, real-time coaching, and constructive feedback to PSS I and II. Address skill gaps through targeted coaching, ensuring staff consistently meet Warmline standards. Encourage professional development, IPS reflection, and peer values across the team.
Documentation & Reporting: Perform quality assurance on PSS I and II call logs, verifying compliance with confidentiality and data accuracy. Generate mid-level reports on call volume, resource utilization, and caller outcomes, sharing them with supervisors or department leads.
Qualifications and Experience
Currently holds (or is actively pursuing) NC Certified Peer Support Specialist certification. Must obtain certification by April 30, 2026.
Personal experience with mental health or substance use recovery, willing to use that lived experience in a supportive, non-directive manner.
Thorough knowledge of community resources spanning financial aid, housing services, healthcare, etc.
Exhibits accountability, decision-making skills, and the ability to shape a cohesive team culture.
High school diploma or equivalent preferred.
Proficient in multiple call center systems, team management software, and data analysis tools
Empathy, patience, openness to learning, commitment to cultural humility and non-judgmental support.
Capable of showing up to shifts promptly and completing documentation on schedule.
Belief in the recovery potential of all people and is committed to the philosophy of peer support by reinforcing their ability to work and/or achieve personal goals.
Ability to receive guidance, training, and mentoring to grow skills and knowledge.
Demonstrates leadership by modeling PRN’s mission, values, philosophy, and guidance to team members.
Demonstrates taking personal responsibility, being dependable, and reliable, working as a team player, and utilizing personal determination skills.
Demonstrates honesty, and integrity, is ethical and approachable.
Ability to interact effectively with the public, providers, and other stakeholders.
Uses personal recovery experiences to support others, including crisis-based support.
Excellent communication skills (oral and written) using active and reflective listening, asking curious questions, validating others' experiences, remaining nonjudgmental, and demonstrating effective conflict resolution skills.
PRN believes that all persons are entitled to equal employment opportunity. We do not discriminate against our employees or applicants because of race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual preference, sexual orientation, physical handicap or medical condition. Equal Employment Opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.
Salary range
$20 - $22 per hour