Peer Support Specialist - Reside

Wings Across Alabama Alabama Warm Line Peer Support Specialist Job Description

The position is for our Warm Line.

You must be an Alabama resident.

The Wings Across Alabama Warm Line is a part-time, remote position with 4 to 8 hour shifts, for our non-crisis line that is open 24/7, including holidays.

Our Warm Line specialists provide compassion and empathy to all callers; a safe space for a variety of individuals with various backgrounds. They lend an empathetic, non-judgemental listening ear.

Confidentiality is crucial for this role.

Job training is provided, attendance and completion is required.

• High school graduate or GED
• Demonstrate lived experience with mental illness
• Reliable internet and cellular service
• Ability to speak clearly so as to be understood over the phone
• Current CPS certification preferred, but not required
• A minimum of 18 months active recovery
• Must be an Alabama resident

It is the responsibility of the Warm Line Specialist to operate our telephone warm line, work scheduled 4 to 8 hour shifts, and complete any and all duties as assigned.

This consists of answering calls, returning missed calls, establishing rapport, listening to each caller and providing warm line support services, assessing the level of risk a caller may present, documenting the calls, and maintaining confidentiality.

• Active, positive, and supportive listening
• Looking up resources as needed
• Effective and prompt communication with callers and other teammates
• Non-judgemental support for a variety of individuals with various backgrounds
• Knowledge of Google Docs/Sheets/Forms

• Work phone charged and ready as soon as shift begins
• Communicating with previous shift before answering any calls
• Keeping a list of all missed calls and returning them in the order received, with Alabama taking priority
• Actively listening while on calls and assessing any potential risks
• Following all Warm Line protocols with each and every caller
• Must maintain accurate documentation for every shift worked
• Must monitor emails frequently and respond in a timely manner
• Adhere to all Warm Line policies, values, and ethics
• Must attend weekly Zoom meetings
• Maintain CPS certification
• Completing timesheets and all shift reports, turning them in by specified due dates
• Must participate in on-going required trainings
• Must be comfortable sharing own recovery story