Warmline Peer Support Specialist I

Promise Resource Network Inc; Northern (KY); Hybrid; USD 23,000 - 28,000; Part time

Job summary

Promise Resource Network Inc. seeks a part-time Warmline Peer Support Specialist to deliver pre-crisis support, share lived experience, and guide callers to resources from a remote setting for North Carolina residents.

The role emphasizes empathetic listening, strict documentation, and crisis escalation per protocol. Candidates must be an NC resident and hold the NC Certified Peer Support Specialist credential.

Qualifications

• Must hold NC Certified Peer Support Specialist certification.
• Excellent communication and active listening skills.
• Ability to work independently and as part of a team.

Responsibilities

• Establish and maintain relationships with callers with empathy.
• Provide pre-crisis support and resource information.
• Document calls according to guidelines and report data.
• Use required apps/equipment to answer calls and log interactions.
• Maintain timely attendance and participate in all-staff meetings.

Skills

Communication

Time management

Active listening

Conflict resolution

Independent work

Education

NC Certified Peer Support Specialist

Tools

Microsoft Teams

Word processing

Spreadsheets

Databases

Presentation software

Job description

Part-time role. Pay is $17-20/hr based on experience.

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 Warmline 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. The Warmline PSS I do this by sharing brief elements of lived experience, they foster hope and validation while following established protocols for call handling, documentation, and crisis escalation.

Location: Remote • North Carolina
Job Type: Part-time

****MUST BE A NORTH CAROLINA RESIDENT********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.
• Possesses a broad knowledge and skill base to identify callers' needs 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

Other Responsibilities

• Utilizes necessary apps/equipment to answer calls and record call logs.
• Checks in for work shifts promptly.
• Answer incoming calls consistently.
• 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 NC Certified Peer Support Specialist certification.

Salary: $17 - $20 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.