Support Line Operator - Per Diem

Pathways Vermont • South Burlington, VT

94d • $21

About The Position

Pathways Vermont is a dynamic nonprofit agency that ends homelessness and provides alternative mental health services. Pathways believes housing is a basic human right and practices housing first - immediate access to housing without preconditions. Client choice, harm reduction, non-coercion, flexibility and person-centered housing plans are core elements of this program. The Vermont Support Line Operator provides phone support that is free, confidential, nonjudgmental and available to all Vermonters 24/7. The Vermont Support Line is staffed by individuals who acknowledge that they have experienced a broad range of struggles of their own and are willing to be open about them utilizing the principles of Intentional Peer Support.

Requirements

• Must live and work in Vermont
• Must have the ability to occasionally work third shift - overnight hours and/or weekend evenings
• Experience with mental health, substance use and/or other life challenges preferred, and a willingness to support others utilizing a 'peer' model of service
• Ability to share from one’s own personal transformative experiences
• Value for person-centered care and harm reduction
• Excellent interpersonal and communication skills both orally and in writing
• Openness to multiple perspectives
• Knowledge of community resources and supports preferred
• Self-motivation, problem solving and ability to work independently and as part of a team
• Advanced computer literacy skills; experience with Google Suite preferred
• Ability to multitask between phone calls, textline, and team communication
• High school degree or comparable work experience
• Availability to work occasional holidays
• This position requires regular attendance

Nice To Haves

• Knowledge of community resources and supports preferred
• Experience with mental health, substance use and/or other life challenges preferred

Responsibilities

• Provide safe, confidential, non-judgmental support to Vermonters who call and/or text the Vermont Support Line
• Interact with callers using a 'peer' approach as taught in the Intentional Peer Support (IPS) model
• Respond to callers and texters via phone or text within a reasonable timeframe
• Communicate via email, chat, and text with co-workers and supervisors
• Participate in ongoing training (as advised by a supervisor), skills building and team building including team meetings, core competencies, co-reflections, etc.
• Required to complete data collection after each call accurately and completely
• Negotiate adversity and challenging conversations with callers - including, but not limited to: conversations about death or wanting to die, substance use, altered states, extreme states, and oppressive systems
• Assist a caller in crisis and refer call accordingly to appropriate resources
• Awareness and adherence to policies and procedures for Vermont Support Line and Pathways Vermont

Benefits

• Medical, dental and vision insurance
• Long Term Disability/Life Insurance
• Paid Time Off (accrual of 210 hours per year to start)
• All-Staff days off
• 403(b) Retirement Savings Plan
• Employee Assistance Program
• Longevity Recognition Rewards

What This Job Offers

• Education Level: High school or GED