Warmline Peer Support Specialist Weekday 3pm - 12am

Job Description

Job Description

JOB DESCRIPTION - Abrazar Warmline Peer Support Specialist

Work Shedule Mon - Fri 3 : 00 p.m. 12 : 00 a.m.

ACCOUNTABLE TO : Warmline Program Director, Abrazar Administration, Warmline Program Leadership

Position Overview :

The Warmline is a non-crisis phone and instant messaging center managed and staffed entirely by people who have mental health lived experience which provides information, resources, and emotional support to the people in Orange County, California, 24 hours a day and 7 days a week.

Warmline Peer Support Specialists play the central role in offering 1-on-1 peer support by answering live calls and chats from people with various life experiences and needs with a warm, personal, and nonjudgmental approach.

Primary Duties

Answer incoming calls predominantly in Spanish and / or English and respond to voicemail follow-ups quickly and efficiently.

Use active listening, peer support recovery, and evidence-based skills to understand the participant’s needs.

Provide individualized resource navigation support to those in crisis-related and planned service programs for family members / caregivers of individuals experiencing SMI and / or emotional disturbances.

In Compliance with related stakeholder agencies including but not limited to the Orange County Health Care Agency (OC-HCA), California Department of Health Care Services (DHCS), the Substance Abuse and Mental Health Administration (SAMHSA).

Participate in program meetings and trainings to meet the required needs of peer support specialist job description and professional development.

Triage callers and provide seamless transfer to the Suicide Prevention Hotline when needed.

Provide accurate information and referral to Warmline callers when appropriate.

Consult with the Warmline Program Director, Warmline Admin, and Shift Supervisor immediately in crisis situations.

Track and conduct all call reports received into the appropriate database and web applications with accurate information.

Participate in supervision meetings with the Warmline Support Supervisor.

Adaptable to change and implementing short and long-term departmental goals, objectives, policies and operating procedures.

Collaborate with other departments, programs, projects, and / or community organizations to consolidate resources and enhance programs.

Participate in outreach activities when needed.

Follow and support Abrazar program philosophy, policies and procedures.

Complete specific assignments as requested by the Warmline Program Director and / or Warmline Leadership.

Other Duties : The above job responsibilities are meant to be representative, not a comprehensive job description, and are subject to change depending on the needs of the program and Abrazar.

Experience & Education Requirements

Be willing to share your story as a person with lived experience of recovery.

Minimum 2 years experience as a peer counselor, peer specialist, or similar (either paid or volunteer), ideally within a nonprofit setting.

Experience maintaining the confidentiality of sensitive information, understanding of confidentiality practices with HIPAA and PHI

Familiarity with the mental health recovery movement, peer support model, and local resources

Proficiency in web-based applications, Google Office Suite, use of a multi-line phone system, email communications, and basic troubleshooting.

Demonstrate working knowledge of the mental health, substance use, and suicide prevention services specific to hotline or emotional support Warmline mental health services.

Understand and comply with Agency policies and procedures, HIPAA, OC-HCA policies and documentation guidelines, and other state and federal regulations relating to quality assurance and improvement.

Demonstrate effective leadership and management skills. Able to work under stressful situations.

Be experienced in the types of peer support and case management appropriate to the program.

Document information and call report notes clearly, both verbally and in writing.

Strong communication, time management, and multitasking skills.

Efficiently use computer skills, including word processing, spreadsheets, and other related software programs.

Strong interpersonal skills and the ability to work effectively in a diverse community.

Adapt to changing needs by acquiring new skills and knowledge to meet program guidelines and policies.

Professional work ethic skills and ability to make effective decisions and establish healthy emotional

boundaries.

Must have a patient and compassionate nature and willingness to gain knowledge in the mental health field.

Bilingual (Spanish / English, required)

Ability to pass a background clearance.

Education Requirement

High School Diploma or GED. At least two (2) years of experience working within behavioral health services and / or paraprofessional training.

Self-identify as a person recovering from mental illness or family member is preferred. Mentoring / Lived experience is preferred.

Knowledge of the Mental Health community is preferred.

Physical, Mental, and Environmental Demands and Conditions

Must possess body mobility to stand and / or sit frequently or for an extended period at meetings, trainings, conferences, or community events in office or offsite community locations.

Prepare and present presentations with appropriate technology and teaching resources.

Must possess vision sufficient to read standard text and drive a vehicle.

Must have manual dexterity sufficient to use hands, arms, and shoulders to operate a keyboard, take notes, utilize office equipment, complete and file reports, and file and copy documents.

Strong multitasking skills and ability to work well in a team setting as well as independently.

Perform quality work within deadlines with or without direct supervision.

Ability to do some travel for conferences, meetings, and training.

Occasional weekend hours as needed, ability to work a flexible schedule.

Reports To : Warmline Program Director

Job Type : Full-time

Pay Range : $24.00 $26.00 per hour.

Benefits : Eligible after 90 days probationary period.

Paid Time Off - Vacation (12 days per year)

Paid Time Off Health (7 days per year)

Holiday Pay (12 days per year)

Health Insurance

Dental and Vision Insurance

Work Shedule Mon - Fri 3 : 00 p.m. 12 : 00 a.m.

8 hours per day excluding meal period.