Part-Time Peer Warmline Specialist

SUMMARY:
Peer Warmline Specialists are fully remote staff who provide peer support via phone call, online chat, and text message all while working 100% remote. The Peer Warmline is a service of the Michigan Integrated Crisis and Access Line (MiCAL) initiative which provides Michiganders across the state the ability to access behavioral health services while in crisis. Peer Warmline Specialists must be a Michigan Department of Health and Human Services (MDHHS) Certified Peer Support Specialist or also dually certified as an MDHHS Certified Peer Recovery Coach. The Peer Warmline operates 16 hours per day, seven days a week.

• Participate in debriefing sessions provided by Peer Warmline Supervisors as needed
• Support callers to develop their own coping skills and wellness plans
• Review and respond to email communications efficiently
• Participate in required monthly team meetings
• Work with diverse populations and accept differences in perspective and values
• Understand and apply key principles of peer support during communications with people served
• Able to work effectively remotely
• Maintain up to date records on all encounter reports
• Attend MDHHS peer trainings to develop new skills as approved by the MiCAL Operation Assistant
• Participate in required monthly individual supervision meetings
• Use crisis call protocol to connect a caller to the MiCAL crisis line as needed, when approved by a supervisor
• Log into all necessary online platforms at least five minutes before shift
• Utilize active and empathic listening skills
• Apply a strength-based approach to the people served
• Provide concurrent documentation for each person served
• Always implement cultural and trauma-informed services
• Perform other job-related duties as assigned

• Always demonstrate professional integrity
• Relating to a diverse population which includes a variety of age, economic and educational backgrounds
• Communicating effectively; both verbally and in writing
• Understanding and following both verbal and written instructions
• Online chat, text-messaging, social media, and internet-based technologies (expert level preferred)
• Ability to practice confidentiality: must not share personal information of callers except with Peer Warmline teammates, supervisors, and manager on an as-needed basis
• Knowledge of recovery and trauma-informed care in behavioral healthcare
• Working mostly independently but also as part of a team
• Superior customer service skills
• Intermediate skill level in typing, entering data, filing efficiently and operating office equipment
• De-escalation techniques, motivational interviewing, and collaborative problem-solving skills
• Strong critical thinking and decision-making skills
• Continuous maintenance of one’s own recovery and self-care
• Proficiency in relevant software and applications (i.e. Microsoft Word, Teams, Excel, PowerPoint, and Outlook)

• Successful completion of Customer Relationship Management (CRM) system training and Peer Warmline Orientation upon hire
• Must be a Michigan Department of Health and Human Services (MDHHS) Certified Peer Support Specialist or dually certified as an MDHHS Peer Recovery Coach
• High School diploma or equivalent
• Minimum 1 year paid work experience as a MDHHS Peer Support Specialist Role

Peer Warmline Specialists are required to have a private, at-home office environment free from distractions and conducive to handling sensitive calls/texts/chats. The job requires exposure to computer screen(s). Assignments may require work to be done on an individual basis or in virtual teams with members at various staffing levels. Common Ground will provide essential technology and equipment including laptops. A minimum internet speed of 45 Mbps (Megabits per second) download and 7 Mbps upload is required (with a latency ping of under 100 MS). Common Ground will not cover the cost of home internet. Internet speed will be tested prior to the employee starting. An internet speed result that meets or exceeds the minimum as outlined above is required before the employment start date.

Common Ground is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

The agency may in its sole discretion fill this position on a full-time, part-time, or contingent basis with the individual best fit to perform the essential functions of the job. The above statements describe the general nature and level of work performed by employees assigned to the title. Incumbents may be required to perform job-related responsibilities and tasks other than those stated in this specification. Employees in this title are subject to a background check.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.