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About the Role
The Warm Line Counselor plays a central role in offering 1-on-1 peer support by answering live calls and chats from people with a wide variety of life experiences and needs with a warm, personal, and nonjudgmental approach. Counselors come from all walks of life and form a highly diverse and collaborative team. The successful candidate will have lived experience of mental health challenges, be ready to share their experiences, and thrive in a setting requiring communication, multitasking, problem-solving, cooperation, and commitment to recovery values.
Responsibilities
- Answer incoming calls and instant messages in English, and respond to voicemails
- Use active listening and peer counseling skills to understand needs and respond appropriately
- Gather and record demographic and other survey information
- Keep detailed documentation of 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 regular Warm Line staff meetings and 1-on-1 supervision meetings
- Debrief challenging calls, chats, and other situations as needed, and make use of on-call 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 with callers and chat visitors; a clinical diagnosis is not required
- Flexibility to work a variable schedule
- Familiarity with the peer support model and the value of peer support
- Professional computer experience (including Microsoft Office Suite)
- Comfort with doing a large amount of typing
- Ability to quickly learn new software
- Effective organizational skills and attention to detail
- Ability to manage time, focus, and priorities to complete work despite distractions and interruptions
- Understanding of and commitment to confidentiality practices
- Ability to work in a collaborative, team-based environment
- Willingness to learn from others, take feedback, and make adjustments to communication and behavior
- Affirmative and accepting approach toward people whose needs and experiences differ from your own
- Commitment to mental health consumer empowerment, harm reduction principles, and a nonjudgmental approach to engagement
- Commitment to upholding the mission, vision, and values of MHASF
Skills
- Active listening
- Peer counseling
- Typing
- Organizational skills
- Time management
- Focus
- Prioritization
- Confidentiality
- Collaboration
- Communication
Location
- San Francisco, CA
Work Type
- Full-time
Experience Level
- Not specified
Education Level
- Not specified
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 who have lived experience of mental health challenges-which provides information, resources, and emotional support to the people in California.