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About the Role

The Warm Line Counselor provides 1-on-1 peer support by answering live calls and chats from individuals with diverse life experiences and needs, using a warm, personal, and nonjudgmental approach. This role is central to offering information, resources, and emotional support, drawing on the counselor's own lived experience of mental health challenges.

Responsibilities

• Answer incoming calls and instant messages in English, and respond to voicemails
• Use active listening and peer counseling skills to understand and respond to caller needs
• Gather and record demographic and survey information
• Document all calls and instant messages using the iCarol database program
• Respond to crisis and high-risk calls according to MHASF procedures
• Attend and participate in Warm Line staff meetings and supervision meetings
• Debrief challenging calls, chats, and situations, utilizing supervisor support
• Adhere to and support the implementation of all policies and procedures, including confidentiality agreements

Requirements

• Personal lived experience of mental health challenges and willingness to share aspects of your own experience
• Flexibility to work a variable schedule
• Familiarity with the peer support model and its value
• Professional computer experience, including Microsoft Office Suite
• Comfort with extensive typing
• Ability to quickly learn new software
• Effective organizational skills and attention to detail
• Ability to manage time, focus, and priorities amidst distractions
• Understanding of and commitment to confidentiality practices
• Ability to work in a collaborative, team-based environment
• Willingness to learn from others, accept feedback, and adjust communication and behavior
• Affirmative and accepting approach toward people with different needs and experiences
• Commitment to mental health consumer empowerment, harm reduction principles, and a nonjudgmental approach
• Commitment to upholding the mission, vision, and values of MHASF

Skills

• Active listening
• Peer counseling
• Typing
• Computer proficiency
• Organizational skills
• Time management
• Focus
• Problem-solving
• Cooperation
• Communication

Location

• San Francisco, CA

Work Type

• Full-time

Experience Level

• Entry-level

Salary/Compensations

• $25.00 - $27.00 Hourly

About the Company

• The Warm Line is a non-crisis phone and instant messaging center managed and staffed entirely by people with lived experience of mental health challenges.
• The Warm Line provides information, resources, and emotional support to people in California.