Warmline Peer Support Specialist I

Promise Resource Network; North Carolina; Hybrid; USD 23.000 - 26.000; Vollzeit

Benefits dieser Stelle

Health insurance

Dental insurance

Vision insurance

Sick time

PTO

401K

EAP

Life insurance (optional)

Disability (short/long-term)

Zusammenfassung

Promise Resource Network is seeking a Warm Line Peer Support Specialist to provide compassionate, non-judgmental support via calls, texts, and webchat. This full-time, remote role focuses on pre-crisis support, connecting individuals to housing, financial, and emotional resources, with emphasis on recovery and empowerment.

North Carolina residents only. Shift: Wednesday to Friday evenings. Competitive benefits include health, dental, vision, sick time, PTO, 401K, EAP, and disability options.

Qualifikationen

• High school diploma or GED completed.
• Active NC Peer Support Specialist certification is preferred or in progress.
• Strong communication and interpersonal skills required.

Aufgaben

• Establish and maintain relationships with callers with empathy.
• Provide pre-crisis support and connect callers to resources across platforms (phone, text, webchat).
• Maintain accurate call logs and documentation per guidelines.
• Attend bi-weekly all-staff meetings and follow crisis guidelines.
• Capable of multitasking and managing multiple conversations.

Kenntnisse

Communication skills

Active listening

Conflict resolution

Time management

Independent work

Team collaboration

Ausbildung

High School diploma or GED

NC Certified Peer Support Specialist certification (current pursuit)

Tools

Microsoft Teams

Word processing

Spreadsheets

Databases

Presentation software

Jobbeschreibung

Full-time role. $17 - $19 per hour. Benefits include health insurance, dental insurance, vision insurance, sick time, PTO, 401K, EAP, life insurance (optional), and short-term/long-term disability.

About Promise Resource Network

Promise Resource Network is a nonprofit survivor-led organization that disrupts illness-based approaches to mental health and substance use by understanding the impacts of trauma and supporting healing, wellness, and recovery.

About The Position

****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.

Location: Remote, NC
Job Type: Full-time

****North Carolina Residents 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 & 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

Salary: $17 - $19 per hour

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.