Warmline Peer Support Specialist I

Promise Resource Network Inc.; North Carolina; Remote; USD 23,000 - 26,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Sick time

PTO

401K

EAP

Life insurance (optional)

Short-term/long-term disability

Job summary

Promise Resource Network invites applications for a Warmline Peer Support Specialist I. This remote, North Carolina based role supports individuals in pre‑crisis situations, offering nonjudgmental peer support and connecting callers to available resources.

You will handle multiple conversations across phone, SMS, and webchat, maintain precise logs, and follow program guidelines. The position requires strong communication, empathy, and the ability to work both independently and with a team.

Qualifications

• High School diploma or GED is required.
• 1a. NC Peer Support Specialist certification status on file (current or in progress).
• Strong communication and active listening abilities.
• Able to manage time and complete tasks efficiently.
• Proficient with Microsoft Teams and standard office software.

Responsibilities

• Establish and maintain rapport with callers across diverse backgrounds.
• Remain calm and empathetic when callers are distressed.
• Provide support without giving unsolicited advice and document interactions.
• Support across phone, SMS, and webchat.
• Manage multiple conversations and tasks while maintaining quality.
• Identify caller needs and connect to housing, financial, or emotional resources.
• Recognize crisis situations and escalate to leadership or urgent services when needed.
• Honor caller recovery journeys and share relevant lived experience appropriately.
• Represent the agency professionally in community and workplace.
• Ensure timely documentation and reporting per guidelines.
• Follow attendance guidelines and maintain logs per privacy rules.

Skills

Time management

Excellent communication

Active listening

Conflict resolution

Independent and collaborative work

MS Teams proficiency

Education

High School diploma or GED

NC Certified Peer Support Specialist certification (current or pursuing)

Tools

Microsoft Teams

Job description

Warmline Peer Support Specialist I

Job Categories: Peer Support Specialist

Job Types: Full Time

Job Locations: Remote - North Carolina

Salary: $17-19 per hour

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.

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.

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

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.

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.

Why You’ll Love Working Here

• Mission‑Driven Impact: Be part of a team that makes real change in people’s lives every day. Your work will directly contribute to transforming communities and empowering individuals on their recovery journeys.
• Dynamic Work Environment: Every day brings new challenges and opportunities to make a difference. From one‑on‑one support to community outreach, you’ll experience a variety of impactful work.
• Growth Opportunities: At PRN, we’re invested in your growth. We provide ongoing training, peer support certification, and opportunities to advance into leadership roles or specialize in areas like advocacy and recovery.
• Comprehensive Training: Become a certified Peer Support Specialist and gain expertise in trauma‑informed care, person‑centered planning, and more.
• Supportive Culture: We’re committed to fostering a positive, collaborative environment where everyone is respected, empowered, and valued.
• Meaningful Impact: Every day, you’ll help individuals find their way to recovery and a better quality of life, knowing your work makes a tangible difference.

Equal Opportunity Employer

PRN is committed to creating an inclusive workplace. We welcome applications from people of all backgrounds and do not discriminate on the basis of race, gender, religion, sexual orientation, or physical ability.

Join the PRN Family. Together, we can make a difference.