Warmline Operator

DESCRIPTION

The Warmline Peer Support Operator, under the limited supervision of the assigned Warmline Supervisor, and guidance of a Team Leader is to provide confidential, non-judgmental and non critical support to callers while practicing the principles of Intentional Peer Support (IPS).

SUPERVISION

Supervision Received

The Warmline Peer Support Operator works under the general direction of the assigned Warmline Supervisor. The Warmline Peer Support Operator will have assistance in most cases of a Shift Leader who will provide daily to weekly guidance. The assigned Warmline Supervisor will also conduct the yearly performance evaluations.

Supervision Exercised

The Warmline Peer Support Operator does not supervise anyone.

RESPONSIBILITIES

Will take calls from callers around the state and provide them phone support as taught in the training provided by CCS.
Will take part in ongoing training and team-building and will work closely with other Shift Leaders in a work environment that may require improvements and change.
Keep track of all data logs; enter data and present data in a way that accurately and professionally represents warmline activity. Write reports as necessary to the Warmline Shift Leader or assigned Warmline Supervisor (depending on Shift Leader availability).
Provide all information in a timely and professional manner.

Requirements
QUALIFICATIONS

Education and/or Experience

Must identify as a person with lived experience of having big feelings and provide support to others through difficult times.

Certifications

Must possess a certificate for completion of the Core Training in Intentional Peer Support (IPS) and become registered with the Oregon Health Authority Traditional Health Worker registry as a Peer Support Specialist during the first 6 months of working for the Warmline.

Other Skills and Abilities

Will show a working understanding of what the Warmline is and what it is not by completing training role-plays both in training and in week to week development of skills.
Must be able to work with minimal supervision.
Will take part of ongoing trainings and meetings as assigned.
Adhere to all policies and procedures.
Respect, feedback, and strong communication and team skills will be essential.
Must show and/or be willing to learn a fundamental awareness of cross-cultural issues, dual diagnosis/addictions, and effects of PTSD/trauma. Within 3 years.
Participate in ongoing trainings as assigned.
The position requires the handling of highly confidential information. Must adhere to rules and laws pertaining to client confidentiality.
Must be able to communicate effectively in both written and oral formats or with assistance
Information communicated ranges from routine/basic to complex and confidential information.
Must be able or willing to learn, use or do the fallowing: Microsoft Office (MS Word, Excel, and Publisher etc.), keeping written and digital logs for data collection, conference calls monthly state wide, email, office automation such as printers, fax, and multi phone lines.