Warmline Peer Support Specialist I

****North Carolina Residents Only**** 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.

****North Carolina Residents Only**** ****Remote for North Carolina Only****

Shift: Wednesday, Thursday, Friday 1:30pm- 12:00am

General 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 dealing with 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.
• Provide support across multiple platforms including phone, SMS text, and webchat.
• Effectively manage multiple conversations, systems, and tasks at once while maintaining service quality.
• Possesses a broad knowledge and skill base to identify callers' needs (e.g. housing, financial, emotional) 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 experience 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.
• Represents 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
• Maintain accurate call and chat logs while adhering to strict privacy guidelines.

Other Responsibilities

• Utilizes necessary apps/equipment to answer calls and record call logs.
• Checks in for work shifts promptly.
• Use provided apps or equipment to answer and document all calls/messages.
• Use active listening and other peer support skills with all callers.
• Avoids forming or expressing judgment or bias with callers.
• Use non-judgmental language when discussing callers with colleagues.
• Maintains communication with shift lead and peer supporters during shifts.
• Honors call guidelines.
• Provides details of calls and callers to shift leads and peer supporters during shifts.
• Reports questions or concerns in real-time to leadership.
• Document calls according to guidelines.
• Attend bi-weekly "all staff" meetings.
• Follow the program's guidelines for crisis calls.

Qualifications and Experience

• Capable of managing time and completing tasks efficiently.
• Possesses excellent communication skills, both oral and written.
• Exhibits outstanding interpersonal skills that include active and reflective listening abilities.
• Displays self-motivation and can work 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, or actively pursuing NC Certified Peer Support Specialist certification.
• High School diploma or GED