Promise Resource Network Warmline Peer Support Specialist I Remote · Full time

Apply for Warmline Peer Support Specialist I

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.

****North Carolina Residents Only**** ****Remote for North Carolina Only****

Shift: Thurs-Sun, 12a-10:30a

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-time to leadership. 
• Document calls according to guidelines. 
• Attend bi-weekly "all staff" meetings. 
• Follow the program's guidelines for crisis calls. 

Qualifications and 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, or actively pursuing NC Certified Peer Support Specialist certification.  
• High School diploma or GED