Peer Support Specialist

5 days ago

Fountain Valley, United States NAMI Orange County Full time
Job DescriptionJob Description*Bilingual in Korean/English. Availability for Day Shifts, Monday to Friday (8:00 AM to 4:30 PM).

NAMI OC WarmLine is a non-crisis phone and instant messaging center—managed and staffed entirely by people who have mental health lived experience—which provides information, resources, and emotional support to the people in Orange County/California 24 hours a day and 7 days a week. NAMI OC WarmLine Peer Support Specialists play the central role in offering 1-on-1 peer support by answering live calls and chats from people with various life experiences and needs with a warm, personal, and nonjudgmental approach.


ESSENTIAL FUNCTIONS AND DUTIES:

  • Provide wellness-focused peer-to-peer support in a 1:1 setting for crisis-related and planned service program clients.

  • Answers incoming calls and instant messages in Spanish and English, and respond to assigned voicemails

  • Use active listening and peer counseling skills to understand the person’s needs and respond appropriately

  • Provide emotional support: Act as a supportive listener, offering compassion, empathy, and non-judgmental support to individuals experiencing crisis or emotional distress.

  • Offer practical help: Help individuals connect with resources and services they need, such as crisis hotlines, counseling services, or other community support options.

  • Provide crisis intervention: Assess the severity of the situation, determine appropriate actions, and create a plan to help the individual manage the crisis or emergency.

  • Maintain confidentiality: Respect and maintain the confidential nature of conversations held with individuals seeking support, adhering to ethical and legal guidelines.

  • Advocate for individuals: Serve as an advocate for individuals experiencing crisis, working to ensure they receive appropriate care and support from medical or mental health professionals.

  • Collaborate with team members: Work collaboratively with other members of the crisis response team to ensure a coordinated and effective response to each crisis situation.

  • Maintain documentation: Keep accurate documentation of all interactions with individuals seeking support, adhering to agency policies and procedures.

  • Participate in training and professional development: Attend regular training sessions and professional development opportunities to enhance knowledge and skills related to crisis intervention and support.

  • Other Duties: This job description incorporates the essential functions and duties required for this position. However, other duties may be required and assigned at times, as determined by a supervisor in order to meet the needs of the organization.


KNOWLEDGE, SKILLS AND ABILITIES:

  • Must be available to work weekday and daytime hours.

  • Provide appropriate communication skills while offering compassionate listening and peer support in operating the NAMI OC WarmLine.

  • Ensure a present and attentive approach, adhering to the guidelines, to maintain the efficiency and effectiveness of our peer support service on the WarmLine

  • Exhibit a strong understanding of peer ethics and maintain appropriate boundaries while providing empathetic support and fostering a safe environment for individuals seeking mental health support and resources.


EDUCATION, EXPERIENCE, AND OTHER REQUIREMENTS:

  • Personal mental health lived experience and openness to disclose to WarmLine callers and during counselor training is a requirement for this position.

  • Minimum 1 ½ years experience as a peer counselor, peer specialist, or similar (either paid or volunteer), ideally within a nonprofit setting.

  • Experience maintaining the confidentiality of sensitive information, understanding of confidentiality practices.

  • Familiarity with the mental health recovery movement, peer support model, and local resources.

  • Proficiency in Google Office Suite, use of a multi-line phone system, technology systems (Zoom, iCarol, NICE) and basic troubleshooting.

  • Demonstrate working knowledge of the mental health, substance use, and suicide prevention services specific to hotline or emotional support WarmLine mental health services.

  • Bilingual (English/Vietnamese, English/Spanish, English/Farsi or English/Korean) - not mandatory, definitely a plus.

  • Support the values and mission of NAMI OC as related to employment.

  • Ability to pass a background clearance.


DETAILS:

Full Time & Part Time Availability

Must reside in Orange County, California or within the area (LA,SD,IE)

Hybrid, must be able to work in person when required.


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