Warmline Peer Support Specialist I

\*\*\*\*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. ### **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. ### **Description** \*\*\*\*North Carolina Residents Only\*\*\*\* \*\*\*\*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. * 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\