Overnight Warm Line Coordinator

TITLE : Overnight Warm Line Coordinator

REPORTS TO : Warm Line Program Manager

SALARY : $64,480 / annually

JOB STATUS : Full-time (40 hours); Exempt

BENEFITS :

• 100% Employer Paid Medical : Kaiser HMO or Blue Shield PPO
• 100% Dental, vision, life & long-term disability coverage; EAP
• Over 30+ days of PTO, including 10 vacation days (baseline), 12 sick days, personal days, and major holidays
• Health and Dependent Care FSA, Commuter Check, and 403(b) available
• Ongoing access to MHASF continuing education and skill-building workshops-all training time paid
• Excellent opportunity for advancement-over 70% of our staff have been promoted internally at least once!

ABOUT THE MENTAL HEALTH ASSOCIATION OF SAN FRANCISCO (MHASF)

MHASF is a mental health peer-run nonprofit located in downtown San Francisco and has been serving people and agencies across the Bay Area since 1947.

As mental health consumers, we center the lived expertise of people with mental health challenges in our advocacy, education, and support programs.

We believe that dignity and recovery in mental health are something everyone can experience. Our staff is dedicated to creating spaces for learning and healing around stigmatized and under-resourced areas in mental health-hoarding and cluttering behavior;

post-hospitalization peer support; mental health and nutrition; peer mental health workforce development; and much more.

MHASF's core work is providing low-threshold, peer-based support services addressing underserved needs in individual, group, community-based, and telehealth modalities.

We lead the San Francisco community in providing progressive, innovative training and technical assistance on recovery-oriented mental health topics for businesses, community-based organizations, employers of peer staff, and the general public.

We also develop peer mental health workers and advocates through training, mentorship, and work and volunteer opportunities.

People with lived experience of mental health challenges are strongly encouraged to apply to work with us!

OVERVIEW OF PROGRAM & POSITION

Since 2014, the MHASF's Peer-Run Warm Line has offered 1-on-1 emotional support, information, and referrals via phone and instant messaging to the Bay Area community and beyond.

Operated exclusively by individuals with their own lived experience of mental health challenges, the Warm Line connects highly trained peer counselors with people seeking support for a wide array of concerns to help them build connections, trust, resourcefulness, and hope to support recovery now and prevent a crisis later.

The Warm Line Coordinator oversees the overnight operations of the Warm Line in collaboration with a team of fellow Coordinators, ensuring that both our participants and our peer counselors have a constructive, consistent, and high-quality experience with MHASF.

The Coordinator works both on the front line and behind the scenes, being present to mentor and debrief with counselors, troubleshoot technical problems, and assist with taking calls and instant messages, while also partnering with the team on schedule, counselor training, database management, program development, outreach, recruitment, and hiring.

We're seeking someone with a combination of peer support skills, supervisory or training experience, technical ability, and an understanding of the profound importance of peer-to-peer connections for emotional wellness.

If you're enthusiastic about peer-run mental health services and want to make a broader impact on services through program coordination, you may be the person we're looking for.

CORE RESPONSIBILITIES

Call Center & Counselor Support :

• Co-facilitate new counselor training, continuing education workshops, and team meetings
• Supervise, direct, and provide performance guidance to counselors working in the call center
• Hold 1-on-1 mentorship meetings with counselors to give feedback and promote skills development
• Debrief challenging situations in the moment
• Provide backup support by taking calls and instant messages when understaffed or during high-volume hours
• Troubleshoot technical issues-database outages, malfunctioning equipment, network problems, etc.

Program Logistics & Development :

• Ensure adequate service coverage by coordinating the schedule and finding substitute shift coverage
• Collaborate with Operations Manager to make supply orders and manage equipment and inventory
• Partner with other Warm Line Coordinators and Program Managers to ensure consistent supervisory support for counselors
• Participate in program planning meetings to identify needs and make recommendations for solutions
• Contribute to the development and maintenance of the Warm Line's referral and resource database
• Support Program Manager in making revisions to program manuals, training curricula, and other materials

Events, Outreach & Recruitment :

• Help plan and staff community outreach events, funding campaigns, and other special projects
• Participate in conducting counselor interviews and give feedback on candidates
• Create written content about the Warm Line for the MHASF website, blog posts, program flyers, and reports
• Deliver community presentations about Warm Line services and career opportunities
• Support retention by planning counselor appreciation events, social events, and other inclusion opportunities
• The Coordinator will also support broader MHASF initiatives and be responsible for other duties as assigned.

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 MHASF.

REQUIRED QUALIFICATIONS

• Personal mental health lived experience and willingness to disclose to Warm Line callers and during counselor training is a requirement for this peer position
• Minimum 2 years experience as a peer counselor, peer specialist, or similar (either paid or volunteer), ideally within a nonprofit setting
• Minimum 2 years experience providing supervision and / or training of staff and / or volunteers
• Ability to respond effectively to conflicts and strong emotions-crisis support or call center background is very helpful for this role
• Experience maintaining the confidentiality of sensitive information, understanding of confidentiality practices
• Familiarity with the mental health recovery movement, peer support model, and local resources
• Demonstrated success in event planning and / or project management
• Proficiency in Microsoft Office Suite, use of a multiline phone system, and basic troubleshooting
• High level of organization and time management, with the ability to focus and prioritize in stressful situations
• Strong verbal and written communication skills, including the ability to write effective instruction documents
• Highly collaborative work style and ability to work effectively with a team to identify and accomplish goals
• Ability to problem-solve with little to no guidance and to exercise independent judgment under stress
• Willingness to learn from others, take feedback, and make adjustments to communication and behavior
• Experience taking the initiative to self-educate about unfamiliar subjects or concepts
• Affirmative and accepting approach toward people whose needs and experiences differ from your own
• Commitment to upholding the mission and values of MHASF

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