Warm Line Specialist

WARM LINE SPECIALIST JOB DESCRIPTION

The Alabama Warm Line is a non-crisis phone line managed and staffed entirely by people who have lived experience of mental health challenges, which provides emotional support, information, and resources to people primarily, in the state of Alabama. Warm Line Specialists play the leading role in offering 1-on-1 peer support by answering live calls from people with a wide variety of life experiences and needs, with a warm, personal and non-judgmental approach. Warm Line Specialists are trained in peer support and come from all walks of life to form a highly diverse and collaborative team. The successful candidate for this position will have their own lived experience of mental health challenges, will be ready to share their own experience with others, and will thrive in a setting that requires ongoing communication, problem-solving, cooperation, and commitment to recovery and peer support values. 

RESPONSIBILITIES

 It is the responsibility of the Warm Line Specialist to operate a telephone warm line. The Warm Line Specialist primarily assists callers by using active listening and peer support skills to understand the callers needs and respond appropriately. When requested, will provide information about other resources and services. Operating the telephone warm line consists of greeting callers, establishing rapport, and maintaining confidentiality. Will gather and record demographic data and other survey information. Respond to crises and high-risk calls, when they occur, according to Warm Line protocols. 

SKILLS

The Warm Line Specialist will provide active, positive, and supportive listening to the callers. They will explore the caller’s emotional and mental state of mind by using comforting, solution focused language. A good knowledge of community resources is desired. They must be able to communicate effectively over the telephone and handle a diverse variety of calls. They must be able to interact with culturally appropriate language. They need access to the internet and basic PC skills including data entry and Word and the ability to look up resources on the internet while on a call.

TASKS

• Warm Line Specialists are ready to answer the phone as soon as their assigned shift begins, including having the Warm Line Manual available.
• Greet callers, establish rapport, be aware of callers mental and emotional state of mind while using active, positive, comforting, and problem-solving language. Follow protocols and maintain awareness of any signs that a caller may be at risk or may put others at risk.
• Assist the caller in handling the existing situation using active listening skills and offering specific skills to manage feelings (I.e., a breathing exercise for anxiety). 
• Search the internet to provide appropriate resources and contact information as requested.
• Maintain documentation of each phone call.
• Support the work and mission of Wings Across Alabama and the Alabama Warm Line.
• Adhere to Warm Line values and ethics as well as to the policies and procedures.

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• Attend and participate in regular Warm Line team meetings and the continuing training program to maintain skills and adhere to Warm Line policies and procedures. 
• Debrief challenging calls and situations as needed and make use of on-call supervision support.
• Maintain current certification as an Alabama Certified Peer Specialist.
• Collaborate and participate in mutual support with other team members.
• Practice and model self-care, healthy boundaries, and use of peer support for one’s own wellness.
• Cover scheduled Warm Line shifts and follow Warm Line policies to arrange coverage if necessary or when requesting time off.
• Other tasks as assigned.

QUALIFICATIONS

• Must be able to communicate clearly and be easily understood over the telephone.
• Personal lived experience of mental health challenges and willingness to share aspects of your recovery experience with callers; a clinical diagnosis is not required.
• Maintenance of current certification as an Alabama Certified Peer Specialist.
• Flexibility to work a varied schedule.
• Ability to stay awake at night if choosing to work night shifts.
• Familiarity with the peer support model and the value of peer support.
• Empathy and compassion for self and others and a genuine desire and willingness to assist others.
• Computer experience including Word and Excel, comfort with data entry and typing and 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, receive feedback, and adjust communication and behavior.
• Affirmative and accepting approach toward people whose needs and experiences differ from your own.
• Commitment to mental health peer empowerment, harm reduction principles, and a nonjudgmental approach to engagement.
• Commitment to upholding the mission, vision, and values of Wings Across Alabama.
• Ability to hold all people with unconditional high regard and a commitment to respect all race, religion, color, national origin, ancestry, disability, medical condition, marital status, gender or gender identity, gender expression, age, sexual orientation, military or veteran status or any other aspect of diversity. 
• Knowledge and personal utilization of the Wellness Recovery Action Plan preferred. 

3/30/23