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Peer Support Specialist

1 week ago


Fountain Valley, California, United States NAMI Orange County Part time
Job Description Job Description *Bilingual in Vietnamese/English. Availability for Night Shifts, Monday to Friday (2:00 PM to 10:30 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 daytime and nighttime 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.

Reports to NAMI OC WarmLine Shift Supervisors