Warmline Peer Support Specialist I

Promise Resource Network; North Carolina; Hybride; USD 36 000 - 48 000; Plein temps

Résumé du poste

Promise Resource Network is seeking a Warmline Peer Support Specialist I for a remote, full-time role serving North Carolina residents. The position emphasizes empathetic listening, resource linkage, and careful documentation of calls and chats.

Responsibilities include maintaining supportive relationships, handling multiple conversations, and escalation when crisis signals arise. Strong communication and NC peer-support certification are required.

Qualifications

• Excellent communication skills and the ability to listen reflectively.
• Demonstrates empathy, boundaries, and non-judgmental interaction.
• Experience in peer support or related field is preferred.
• Strong written and verbal documentation skills.
• Knowledge of community resources and crisis response basics.

Responsabilités

• Provide pre-crisis support and guidance via phone, text, and chat.
• Build relationships with callers and connect to appropriate resources.
• Document interactions accurately and maintain logs per guidelines.
• Operate across multiple platforms while managing several conversations.
• Stay calm and empathetic during distressed calls and escalate as needed.

Connaissances

Communication skills

Active listening

Time management

Conflict resolution

Remote communication tools

Formation

NC Certified Peer Support Specialist

Outils

Microsoft Teams

Word processing

Spreadsheets

Databases

Presentation software

Description du poste

Promise Resource Network Warmline Peer Support Specialist I Remote·Full time

****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.

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.

Description

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

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.