Certified Peer Specialist - Warmline

FLSA CLASSIFICATION: Non-exempt

REPORTS TO: Peer Support Coordinator

POSITION OVERVIEW: The Warm Line Peer Specialist is responsible for providing telephone support / resource information to Warm Line callers. The Peer is also responsible for completing required documentation on each call received.

ESSENTIAL POSITION RESPONSIBILITES

• Provides telephone support / resource information to Warm Line callers and refers callers to community resources when appropriate.
• Refers crisis calls to COMCARE CRISIS through 3-way calling feature.
• Completes required documentation on all calls received during the shift.
• Reports any situations / concerns during shift to the on call, Warm Line support staff.
• Meets deadlines as established by the department for submission of documentation and electronic timesheet.

OTHER POSITION RESPONSIBILITES

• Maintains acceptable overall attendance record, to include department staff meetings, agency meetings, and trainings as required. Ensures appropriate notification to supervisor for absences, and ensures that work is covered. Flexible in work schedule when needed.
• Exhibits appropriate level of technical knowledge for the position.
• Produces quantity of work necessary to meet job requirements.
• Works well with a team, keeps others informed of information needed. Treats others with respect, maintaining a spirit of cooperation.
• Maintains effective and professional verbal and written interactions with peers, customers, supervisors, and other staff. Uses diplomacy and tact in dealing with difficult situations or people. Demonstrates effective listening skills. Is receptive to constructive feedback.
• Demonstrates the ability and willingness to handle new assignments, changes in procedures and business requirements. Identifies what needs to be done and takes appropriate action.
• Completes assigned work, meets deadlines without reminders/follow-up from supervisor or others.
• Performs work conscientiously with a high degree of accuracy.
• Meets goals and objectives as mutually agreed upon during last performance review (if applicable).

Requirements

POSITION REQUIREMENTS: The Warm Line Operator must identify as a Peer and is required to have an agency phone and laptop. Operators are expected to exhibit an interest in providing telephone support, demonstrate problem-solving skills, and possess both oral and written communication skills sufficient to interact effectively with both callers and staff. Operators must have the availability to attend all required training sessions and must be willing to work a minimum of one shift per week after successfully completing training.

PHYSICAL REQUIREMENTS

• Sitting for an extended period of time.
• Manual dexterity to operate the telephone and computer.

All of the above duties and responsibilities are considered essential job functions subject to reasonable accommodation. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. This job description is not to be construed as a detailed statement of duties, responsibilities or requirements. Employees may be required to perform any other job related instructions as requested by their supervisors, subject to reasonable accommodation.

EEO race, color, religion, sex, parental status, national origin, age, disability, genetic information, political affiliation, military service, or other non-merit based factors.