Warm Line Counselor
About The Position
The Warm Line is a non-crisis phone and instant messaging center-managed and staffed entirely by people who have lived experience of mental health challenges-which provides information, resources, and emotional support to the people in California. Warm Line Counselors play the central role in offering 1-on-1 peer support by answering live calls and chats from people with a wide variety of life experiences and needs with a warm, personal, and nonjudgmental approach. Our Counselors come from all walks of life and form a highly diverse and collaborative team. The successful candidate for this position will have their own lived experience of mental health challenges, will be ready to share their own experiences with others, and will thrive in a setting that requires ongoing communication, multitasking, problem-solving, cooperation, and commitment to recovery values.
Requirements
- Personal lived experience of mental health challenges and willingness to share aspects of your own experience with callers and chat visitors; a clinical diagnosis is not required
- Flexibility to work a variable schedule
- Familiarity with the peer support model and the value of peer support
- Professional computer experience (including Microsoft Office Suite), comfort with doing a large amount of typing, and ability to quickly learn new software
- Effective organizational skills and attention to detail
- Ability to manage time, focus, and priorities to complete work despite distractions and interruptions
- Understanding of and commitment to confidentiality practices
- Ability to work in a collaborative, team-based environment
- Willingness to learn from others, take feedback, and make adjustments to communication and behavior
- Affirmative and accepting approach toward people whose needs and experiences differ from your own
- Commitment to mental health consumer empowerment, harm reduction principles, and a nonjudgmental approach to engagement
- Commitment to upholding the mission, vision, and values of MHASF
Responsibilities
- Answer incoming calls and instant messages in English, and respond to voicemails
- Use active listening and peer counseling skills to understand the person's needs and respond appropriately
- Gather and record demographic and other survey information
- Keep detailed documentation of all calls and instant messages using the iCarol database program
- Respond to crisis and high-risk calls, when they occur, according to MHASF procedures
- Attend and participate in regular Warm Line staff meetings and 1-on-1 supervision meetings
- Debrief challenging calls, chats, and other situations as needed, and make use of on-call supervisor support
- Adhere to and support the implementation of all policies and procedures, including confidentiality agreements
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
