Bilingual Peer Support Specialist - Warmline

NAMI San Diego • El Centro, CA

1d • Remote

About The Position

NAMI San Diego & Imperial Counties is a nonprofit organization providing free education, support services, and advocacy to improve the quality of life of people affected by mental health conditions. The Warmline is a crisis-prevention call center staffed by Peer Support Specialists who understand navigating mental health conditions. It operates seven days a week from 4 p.m. to 10 p.m.

This remote, part-time pool position provides coverage when scheduling gaps arise. Hours may vary from week to week but are planned ahead, with a maximum of 19 hours per week. The specialist answers calls and promptly returns messages, records caller information and call details in a database, provides resources, and refers callers to the Access and Crisis Line when appropriate. The role also includes mentoring and modeling effective peer support for other specialists and volunteers. Reliable internet access, a laptop, and a private work setting that protects caller confidentiality are required.

Requirements

• Fluent in Spanish and English.
• Must reside in California for this remote position.
• Active certificate of training completion as a Peer Support Specialist.
• Excellent verbal and written communication skills, including the ability to connect one-on-one with peers using active listening, problem discernment and solving strategies, empathy, and identification and distribution of appropriate resources.
• Confident problem-solving, time-management, and personal and professional boundary skills.
• Demonstrated ability to work with diverse populations and willingness and ability to work as part of a team.
• Advanced technology skills, including computer applications, cloud-based phone systems, and web-based communication platforms such as Zoom and Teams.
• Proficiency in data entry.
• Competency with Microsoft Word, Excel, PowerPoint, and Outlook.
• Self-identify as a Peer and be grounded in personal recovery.
• Ability to maintain appropriate boundaries and uphold peer specialist ethical standards, including confidentiality.
• Understanding of San Diego County mental health services, particularly services and resources offered in Spanish.
• Reliable internet access and a private work setting where caller confidentiality can be maintained.
• Reliable and consistent attendance at scheduled shifts, team meetings, and trainings.

Responsibilities

• Answer live Warmline calls using active listening and a peer approach to provide support.
• Promptly return voicemails left on the Warmline.
• Collect and accurately and promptly enter demographic and call information into the database.
• Provide appropriate resources and recognize when a caller should be referred to the Access and Crisis Line.
• Use recovery language, trauma-informed care, and a human-centered approach when supporting callers and working with staff.
• Train, mentor, and serve as a role model for new Peer Support Specialists and volunteers.
• Participate in regularly scheduled team meetings and trainings.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Part-time
• Education Level: No Education Listed