Bilingual Peer Support Specialist - Warmline

NAMI San Diego • El Centro, CA

3d • Remote

About The Position

NAMI San Diego & Imperial Counties is a nonprofit organization that provides free education, support services, and advocacy to improve the quality of life of everyone affected by mental health conditions.

The Warmline is a crisis-prevention call center staffed by Peer Support Specialists with a compassionate understanding of navigating mental health conditions. The line operates seven days a week from 4 p.m. to 10 p.m. This remote role requires reliable internet access, a laptop, and a private work setting where caller confidentiality can be upheld. The 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 live calls, promptly returns voicemails, collects and records demographic and call information, offers appropriate resources, and refers callers to the Access and Crisis Line when needed for a mental health emergency. The role also includes mentoring and modeling peer-support practices for other specialists and volunteers, and participating in scheduled team meetings and trainings. Fluency in English and Spanish is required.

Requirements

• Fluent in Spanish and English.
• Reside in California.
• Hold an active certificate of training completion as a Peer Support Specialist.
• Have excellent verbal and written communication skills and the ability to connect one-on-one with peers using active listening, problem discernment and solving strategies, empathy, and appropriate resource identification and distribution.
• Demonstrate problem-solving, time-management, and personal and professional boundary skills.
• Demonstrate the ability and desire to work with diverse populations and as part of a team.
• Have advanced technology skills, including computer applications, cloud-based phone systems, and web-based communication platforms such as Zoom and Teams.
• Be proficient in data entry and competent with Microsoft Word, Excel, PowerPoint, and Outlook.
• Self-identify as a Peer and be grounded in personal recovery.
• Maintain appropriate boundaries and uphold peer specialist ethical standards, including confidentiality.
• Understand San Diego County mental health services, particularly services and resources offered in Spanish.
• Have reliable internet access and a private work setting that protects caller confidentiality.
• Communicate effectively verbally and in writing.
• Attend scheduled shifts, team meetings, and trainings reliably and consistently.

Responsibilities

• Answer live phone calls using active listening and a peer-support approach.
• Promptly respond to voicemails left on the Warmline.
• Accurately and promptly collect and 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-oriented language, trauma-informed care, and a human-centered approach when supporting callers and working with staff.
• Mentor and serve as a role model to new peers 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