Peer Supporter-Warm Line

Project Return Peer Support Network; Huntington Park (CA); On-site; USD 25,000 - 30,000; Part time

Benefits offered by this job

Health benefits

Paid Time Off

403 B Retirement

Employee Assistance Program

Job summary

Project Return Peer Support Network is seeking a part-time Warm Line assistant to provide verbal support and information to callers seeking help, under the supervision of the Program Director.

The role emphasizes empathetic listening, crisis referral when needed, advocacy, and accurate documentation of calls and referrals, with a weekend-friendly schedule and a mission to support individuals experiencing distress.

Qualifications

• The position is reserved for an individual with lived experience of psychiatric disability or mental illness.
• Bilingual English/Spanish strongly preferred (Written & Verbal).
• Flexible schedule which may include some weekends and holidays.
• Ability to relate positively and enthusiastically to a wide variety of people.
• Must be calm, patient, empathetic, have excellent listening skills and the ability to relate positively to a wide variety of people.
• Must have good basic reading and writing skills.
• Must exhibit good personal judgment and discretion when dealing with others.
• Must have physical and emotional stamina to spend long periods of time using a telephone.

Responsibilities

• Answers program phones and provides a friendly, welcoming tone for callers. Listens actively to caller concerns and provides information, education, verbal assurance, encouragement and support.
• Provides or assists in providing referrals to appropriate agencies and services, including intervention or referral to emergency or crisis services if necessary.
• Acts as advocate by researching information for callers, placing phone calls on behalf of the caller, and connecting the caller to a service provider.
• Maintains the program’s written system for tracking calls and referrals.
• Attends and participates in staff meetings and other aspects of day-to-day operations.
• Works cooperatively with staff to assure smooth delivery of Project Return services.
• Maintains records and documentation in accordance with PRPSN standards and funding requirements.
• Models PRPSN values in communications and correspondence.
• Performs other duties as assigned by the Program Coordinator.

Skills

Lived experience

Bilingual

Active listening

Empathy

Reading & writing

Job description

Hours: - Fridays 2:30PM to 10:30PM, Saturdays and Sundays 10:00AM to 6:00PM

FLSA Status: Part Time 7.25 hours Fridays, Saturdays and Sundays (21.75 hours weekends)

Reports to: Program Director

Summary: Under the direction of the Warm Line Program Director, answers Warm Line phones and provides verbal assistance, information, personal support and as-needed follow-up to callers seeking help and information from the program.

Essential Duties and Responsibilities: This is not an exhaustive task list, and other duties may be assigned as deemed appropriate or necessary by the supervisor or program director. Reasonable accommodation will be provided to any qualified person with a medical or psychiatric disability, providing it will not change the essential nature of the position, nor cause undue hardship to the Agency’s operations.

Work activities may include any or all of the following:

Answers program phones and provides a friendly, welcoming tone for callers. Listens actively to caller concerns and provides information, education, verbal assurance, encouragement and support. Provides or assists in providing referrals to appropriate agencies and services, including intervention or referral to emergency or crisis services if necessary.

If or when appropriate, provides advocacy services by researching information for callers, placing phone calls on behalf of the caller, and otherwise directly intervening to connect the caller to a service provider. Actively participates in maintaining the program’s established written system for tracking calls and referrals.

Attends and participates in staff meetings and other aspects of the day-to-day operations and community life of the worksite.

Works cooperatively with other staff to assure the smooth and seamless delivery of comprehensive Project Return services to the Agency and its members.

Maintains all records and documentation in accordance with PRPSN standards, funding source requirements and general accepted accounting procedures.

Works cooperatively with other staff to assure the smooth and seamless delivery of comprehensive Project Return services to the Agency and its members.

Must have a desire to work with individuals impaired by extreme distress / mental illness and believe in an individual’s ability to recover from disabling mental distress

Must verbalize an initial and ongoing understanding of environmental variables that may present while performing administrative tasks and/or providing direct services as an PRPSN employee (i.e. individuals presenting at the agency in extreme emotional states)

Must exhibit good personal judgment, a non-bias attitude, sensitivity, and discretion when dealing with other individuals. Must demonstrate the skills and ability to “work and play well with others” interacting with co-workers, program participants, family members and community partners effectively and responding appropriately when experiencing interpersonal conflict with others

Models PRPSN approach, mission and core values in all communication and correspondence.

Other duties as assigned by the Program Coordinator.

Skills:

Qualifications/Experience:

The position is reserved for an individual with lived experience of psychiatric disability or mental illness.

Bilingual, English/Spanish strongly preferred (Written & Verbal)

Flexible schedule which may include some weekends and holidays.

Ability to relate positively and enthusiastically to a wide variety of people.

Must be calm, patient, empathetic, have excellent listening skills and the ability to relate positively to a wide variety of people.

Must have good basic reading and writing skills.

Must exhibit good personal judgment and discretion when dealing with others.

Must have physical and emotional stamina to spend long periods of time using a telephone.

Experience working with a wide variety of people from diverse backgrounds and with varied skills/education.

Physical Demands: In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to allow different individuals to perform the essential functions of the job.

Must be able to bend, stoop, lift, and push up to 25 pounds or a regular basis, stand and move intermittently throughout the work day.

• Health Benefits We offer a choice between two different HMO's, dental and vision care.
• Paid Time Off We offer a combination of 11 holidays, 2 weeks of sick time, 2 weeks of vacation time and 2 personal days off per full time employee
• 403 B Retirement We offer a voluntary 403 B retirement plan for your future
• Employee Assistance Program We offer an EAP that is confidential and supportive for personal, family and work issues. EAP is available 24/7