Support Line Operator

Pathways Vermont Support Line Operator

Per Diem

It is the policy of Pathways Vermont that all employees and applicants shall receive equal consideration and treatment in employment without regard to race, color, religion, ancestry, national origin, veteran status, age, sex, marital status, sexual orientation, gender identification, or disability. Pathways Vermont is committed to a diverse workplace that reflects the communities we serve, and is particularly interested in receiving applications from a broad spectrum of people including people with military experience, individuals with disabilities, and people of color.

The Company: Pathways Vermont is a dynamic nonprofit agency that ends homelessness and provides alternative mental health services. Pathways believes housing is a basic human right and practices housing first - immediate access to housing without preconditions. Client choice, harm reduction, non-coercion, flexibility and person-centered housing plans are core elements of this program. Pathways offers a great benefit package including dental and health insurance, generous time-off and paid holidays.

The Role: The Vermont Support Line Operator provides phone support that is free, confidential, nonjudgmental and available to all Vermonters 24/7. The Vermont Support Line is staffed by individuals who acknowledge that they have experienced a broad range of struggles of their own and are willing to be open about them utilizing the principles of Intentional Peer Support.

Serves: All Vermonters over the age of 18

Supervised by: Shift Supervisor

Hours Available: Per Diem - Substitute

Responsibilities:

• Provide safe, confidential, non-judgmental support to Vermonters who call and/or text the Vermont Support Line
• Interact with callers using a "peer" approach as taught in the Intentional Peer Support (IPS) model
• Respond to callers and texters via phone or text within a reasonable timeframe
• Communicate via email, chat, and text with co-workers and supervisors
• Participate in ongoing training (as advised by a supervisor), skills building and team building including team meetings, core competencies, co-reflections, etc. Some of these trainings are offered remotely and are recorded for viewing at a later date
• Required to complete data collection after each call accurately and completely
• Negotiate adversity and challenging conversations with callers - including, but not limited to: conversations about death or wanting to die, substance use, altered states, extreme states, and oppressive systems
• Assist a caller in crisis and refer call accordingly to appropriate resources
• Awareness and adherence to policies and procedures for Vermont Support Line and Pathways Vermont

Qualifications:
• Must live and work in Vermont
• Must have the ability to occasionally work third shift - overnight hours and/or weekend evenings
• Experience with mental health, substance use and/or other life challenges preferred, and a willingness to support others utilizing a "peer" model of service
• Ability to share from one's own personal transformative experiences
• Value for person-centered care and harm reduction
• Excellent interpersonal and communication skills both orally and in writing
• Openness to multiple perspectives
• Knowledge of community resources and supports preferred
• Self-motivation, problem solving and ability to work independently and as part of a team
• Advanced computer literacy skills; experience with Google Suite preferred
• Ability to multitask between phone calls, textline, and team communication
• High school degree or comparable work experience
• Availability to work occasional holidays
• This position requires regular attendance

Working Conditions/Physical Demands:

• Ability to work from home independently in a confidential space with limited distractions, with reliable internet
• For training purposes if needed, ability to work in an office setting either with others and/or independently.
• Arrange for appropriate work from home space/set up. Your supervisor may utilize various remote technology tools to monitor work from home performance and output
• Frequent operation of a computer, phone, and other office machinery, including frequent typing
• Frequent talking and listening in participation of the exchange and receipt of ideas through spoken or written word; and giving detailed information through oral or written communication
• Moderate reading responsibilities
• Occasional exposure to high levels of noise and persons who are upset, angry, or in an extreme state

Starting Compensation: $21.50 per hour

Benefits: Benefits are not available for per diem employees

• Medical, dental and vision insurance
• Long Term Disability/Life Insurance
• Paid Time Off (accrual of 210 hours per year to start)
• All-Staff days off
• 403(b) Retirement Savings Plan
• Employee Assistance Program
• Longevity Recognition Rewards

As needed

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