Purpose:
The Warm Line Peer Support Specialist provides pre-crisis support, encouragement, and resourceful information to people who are feeling isolated, managing the symptoms of their mental health and/or substance abuse challenges, and need support or information about resources.
Remote Position
Hours: 1st shift Sunday - Thursday 8 am to 4 pm
Travel may be required
Duties and Responsibilities:
- Skilled in establishing and maintaining relationships with callers, regardless of cultural or economic background, while remaining non-judgmental.
- Able to remain calm and empathetic when supporting callers in emotional distress.
- Capable of providing support and empowering callers to find their own solutions without attempting to fix, advise, or minimize their experiences.
- Possesses a broad knowledge and skill base to identify callers' needs and connect them with necessary resources and additional support.
- Able to distinguish between a scenario that requires only peer support and a crisis that may necessitate alerting leadership, and/or other urgent services.
- Demonstrates understanding, belief, and commitment to the caller’s unique recovery process and lived experience.
- Skilled at briefly sharing personal lived experiences to validate and honor the caller.
- Firm belief in the recovery potential of everyone facing mental health and substance use challenges, and dedication to the principles of peer support.
- Represent the agency professionally both in the community and the workplace.
- Ensures timely completion of all documentation, including tracking and reporting data requirements.
- Adheres to the program's guidelines regarding attendance and time off.
Specific Requirements:
- Utilizes necessary apps/equipment to answer calls and record call logs.
- Must have own computer
- Must have own cell phone, cellular data, and Wifi.
- Checks in for work shifts promptly.
- Answers incoming calls consistently.
- Uses active listening and other peer support skills with all callers.
- Avoids forming or expressing judgment or bias with callers.
- Uses non-judgmental language when discussing callers with colleagues.
- Maintains communication with shift lead and peer supporters during shifts.
- Honors call guidelines.
- Provide details of calls and callers to shift leads and peer supporters during shifts.
- Reports questions or concerns in real-time to leadership.
- Documents calls according to guidelines.
- Attend Bi-weekly all staff meetings
Education/Skills:
- Capable of managing time and completing tasks efficiently.
- GED or High School Diploma.
- Possesses excellent communication skills, both oral and written.
- Exhibits outstanding interpersonal skills that include active and reflective listening abilities.
- Displays self-motivation and is capable of working both independently and collaboratively.
- Skilled in conflict resolution and can resolve disputes effectively.
- Proficient in using various computer software applications such as Microsoft Teams, word processing, spreadsheets, databases, and presentation software.
- Responsible for providing own equipment and data resources related to job function.
- Currently holds NC Certified Peer Support Specialist certification or ability to obtain NCPSS within 6 months.
Contact Person
Alema Gregg
Phone
919-628-6766
Position Type
Full-Time
Salary
30,000-40,000
Industry
Mental Health
Non-Profit
County
All of NC