SUPPORT LINE PEER SPECIALIST


POSITION IN THE ORGANIZATION

First Level:          CEO

Second Level:    Clinical Director

Third Level:         Support Line Supervisor

Fourth Level:     THIS POSITION

 

OTHER IMPORTANT CONTACTS

Internal:              

  • All Rocky Mountain Crisis Partners (RMCP) staff

External:             

  • Callers, families, friends and additional caller supports
  • Medical, mental health, substance abuse treatment providers
  • Colorado Behavioral Health Peer Organizations/programs

 

PRIMARY PURPOSE OF THE JOB

Peer Specialists answer the Colorado Support Line and are responsible for providing elements of hope, support, wellness, and recovery to individual clients, their families, and a wide variety of community helpers.  The Support Line Peer Specialist models successful recovery, facilitates problem solving and serves as a supportive resource for those seeking support through the warmline. 

 

MAJOR TASKS

Call Center:

  • Receive incoming calls from clients, families, friends and possibly other community helpers.
  • Listen to callers’ experiences, provide support, model recovery, promote hope and positive change
  • Screen for safety concerns and make appropriate transfers to crisis line.
  • Promote caller empowerment and utilization of self help, recovery and coping skills to encourage wellness and development of support networks outside of Support Line.
  • Provide information and referrals to available community programs, as may be indicated.
  • Initiate follow-up calls to continue to offer support, check in with caller’s success on any planning made, inquire about success with contacting community resources, gather information regarding caller satisfaction with services.
  • Utilize RMCP data systems to gather data and document call activity.
  • Participate in peer supervision and RMCP trainings.

 

LEVEL OF ACCOUNTABILITY, DECISION-MAKING AND JUDGMENT

All Support Line Peer Specialists are required to exercise a high degree of independent judgment within the bounds of RMCP’ ethics, organizational policies and procedures, and community standards of care.  Peer Specialists are expected to utilize their own experience in recovery and principles of peer specialist training to guide telephonic interactions to benefit callers and instill hope of positive change. 

Support Line Peer Specialists are accountable within the organization to the Peer Specialist Supervisor(s), Clinical Operations Director and the CEO.

 

QUALIFICATIONS: TRAINING AND EXPERIENCE

Required:

  • Identifies as a person with lived experience regarding mental health and/or substance use issues; or
  • Identifies as a familly-member or caregiver of a person living with mental illness
  • Actively engages in personal recovery plan; minimum one year.
  • Ability to summarize positive effects of recovery experience and be willing to share in a way that would be helpful to callers
  • Willingness to complete a peer certification training which incorporates Colorado’s Peer Specialist Core Competencies
  • Ability to establish rapport, engage in active listening, collaboratively problem solve with callers
  • Ability to efficiently learn, maintain, and demonstrate mastery of RMCP operational protocols.
  • Ability to exercise independent, ethical judgment and maintain appropriate boundaries with callers with minimal direct supervision.
  • Oral and written communication skills, and familiarity with computer use for call documentation and internal communications.
  • General knowledge of substance abuse, mental health, and mastery of recovery issues and principles.
  • Willingness to work evening and weekend hours
  • Speak, read and write English clearly and concisely
  • Must understand and support mission of RMCP and represent the agency in a positive manner within the community
  • Eagerness for professional and personal growth opportunities.

Preferred:

  • Completion of a peer certification training
  • Bilingual
  • Past experience in providing peer support

 

PHYSICAL REQUIREMENTS

These positions require the ability to engage in phone conversations and internal meetings. Incumbents must be able to sit for extended periods and have the ability to move about the office by walking or with adaptive equipment. Fine motor skills are required to operate computers, telephones, and other standard office equipment.

Incumbents must have the cognitive ability to correctly interpret speech and written materials in English, use simple arithmetic, and create and use keywords to conduct successful Web-based searches.

RMCP is committed to providing an accessible workplace. Reasonable accommodations will be provided upon request.

 ADVERSE WORKING CONDITIONS

  • Work is conducted in a secure office setting.
  • Telephonic peer support work may produce stress. Training, professional supervision, and support is provided to help mitigate these effects.

 

WORK HOURS

The Colorado Support Line operates 14 hours a day, 7 days a week.  Metro Crisis Services will make reasonable efforts to provide staff members with a stable, predictable individual work schedule in accord with individual preference.  Most peer specialists will be required, on occasion, to work outside of daytime business hours, including weekends and holidays.

 

BACKGROUND CHECK

Finalists for these positions may be required to provide fingerprints, date of birth, social security and driver’s license numbers prior to employment for the purpose of background and criminal record checks. Any offers of employment are contingent on successful background and record checks.

 

WE ARE COMMITTED TO PRINCIPLES OF EQUAL EMPLOYMENT OPPORTUNITY

RMCP is dedicated to the principles of equal employment opportunity.  RMCP prohibits unlawful discrimination against applicants or employees on the basis of age 40 and over, race, color, national origin, sex, marital status, religion, disability, military/veteran status, sexual orientation (including transgender status), genetic information, or any other applicable status protected by state or local law. RMCP is committed to making employment decisions based on valid job-related requirements.

APPLY ONLINE ONLY.

To be considered for the position, click here.

Please do not phone or send application materials by U.S. Mail.