IMPACT 211 Peer Support Specialist

IMPACT Inc • West Allis, WI

5d • Hybrid

About The Position

IMPACT 211 is our Contact Center, which operates 24/7/365. As a member of the IMPACT 211 team, the Peer Support Specialist provides quality support to all of IMPACT and its outside customers, demonstrating IMPACT's philosophy of customer service, community focus, collaboration, compassion, integrity and expertise. Answers IMPACT 211 information and referral line and its tie-in agency's incoming telephone calls, chats, and texts. Peer Support Specialist provide the following services: problem assessment, problem solving, information and referral, and assistance in the development of an action plan to customers within the scope of family, health, and social services that appropriately meets their needs.

Requirements

• Exceptional customer service skills, both internally and externally.
• Able to work effectively in a team-oriented environment.
• Exceptional verbal and written communication skills.
• Good judgment, problem solving and decision-making skills.
• Possesses cultural competency skills to work effectively with diverse customers and staff.
• Ability to respond effectively to a variety of social service needs.
• Ability to adapt to and apply on-going program development changes.
• Dedication to problem solving and empowering others
• Solutions orientated and have ability to multitask
• Professional and Reliable
• Interested in personal growth and development
• Has a positive outlook on recovery and the benefits that it brings
• Must have the availability to work Saturday and Sunday every other weekend.
• Current Peer Support Specialist Certification and is able to meet the State of WI's recertification requirements.
• High School Diploma, or GED, or higher
• Inform USA certification within 90 days from date of eligibility
• A minimum of one year of customer service experience, preferably in the social service field
• Computer proficiency necessary
• Reside in the State of Wisconsin

Nice To Haves

• Bilingual ability preferred.
• Inbound call center experience preferred.

Responsibilities

• Provides assessment, problem solving, information and referral, and crisis intervention, when necessary, in an empathetic and nonjudgmental manner.
• Assist customers in developing an action plan.
• Ask all customers permission to conduct a Customer Satisfaction Survey during the initial call.
• Accurately document customer contacts in a computerized database and other means.
• Use peer support certification and training to provide advocacy and support for customers experiencing difficulties or lacking in abilities needed to make effective contacts with agencies, programs, or groups.
• Identify as a person with lived mental health and/or substance use in recovery
• Intentionally share their own recovery as a way to empower others in their journey of recovery
• Demonstrate understanding on how trauma affects mental health and substance use recovery
• Consistently complete follow-up interactions on all consenting callers on the Wisconsin Addiction and Recovery Helpline.
• Participates in ongoing training and staff meetings, as well as required education for peer support recertification.
• Keeps informed of and demonstrates knowledge of all special service programs.
• Ability to effectively work in and adapt to ongoing necessary changes.
• Works varying work schedules.
• Ensures that IMPACT is compliant with applicable federal, state, and local laws ensuring client confidentiality
• Actively participate in and support the organization's initiatives.

Benefits

• Health insurance, Dental and Vision
• Flexible Spending - Employees can make pre-tax payroll deductions for medical and childcare expenses.
• Free Long Term Disability
• Free Life & AD&D
• Free Employee Assistance Program (EAP) - Offers 24/7 resources to employee and family for personal, financial, emotional, legal issues.
• AFLAC - IMPACT offers supplemental insurance on an employee voluntary contribution basis.
• 401(K) Plan - Eligibility is six (6) months of service and 500 hours.
• Paid Time Off (PTO) begins accruing with the first day of work. This time can be used after the initial 90-days.
• IMPACT observes (11) Holidays - New Year's Day, Dr Martin Luther King Jr Day, Memorial Day, Juneteenth Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Eve, Christmas Day and New Year's Eve.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED