Warmline Peer Support Specialist I

Promise Resource Network; North Carolina; Hybrid; USD 32,000 - 44,000; Full time

Job summary

Promise Resource Network Warmline Peer Support Specialist I is a remote, full-time role serving North Carolina residents with pre-crisis support, resources, and empathetic listening across phone, SMS, and webchat. The position emphasizes recovery, lived experience, and non-judgmental guidance while maintaining privacy and accurate documentation.

Shift coverage includes Sundays, Mondays, Tuesdays, and Fridays from 3:30pm to 2:00am, with collaboration among shift leads and peers to uphold service

Qualifications

• Capable of managing time and completing tasks efficiently.
• Excellent communication, 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.
• Currently holds, or actively pursuing NC Certified Peer Support Specialist certification.

Responsibilities

• Build and maintain relationships with callers across diverse backgrounds.
• Remain calm and empathetic in distressing situations.
• Provide peer support and help callers find their own solutions.
• Support across phone, SMS, and webchat platforms.
• Manage multiple conversations and tasks while maintaining quality.
• Identify caller needs and connect to housing, financial, emotional resources.
• Know when to alert leadership for urgent crises.
• Attend bi-weekly all-staff meetings.
• Document calls according to guidelines and privacy rules.

Skills

Communication skills

Active listening

Conflict resolution

Time management

Independent work

Empathy

Education

NC Certified Peer Support Specialist

Tools

Microsoft Teams

Word processing

Spreadsheets

Databases

Presentation software

Job description

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****

Shift: Sunday, Monday, Tuesday, Friday 3:30pm- 2:00am

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.