[Hiring] Support Line Operator @Pathways Vermont

Role Description

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.

• Available Positions: 1
• Location: Remote (Employees must reside in Vermont USA)
• Serves: All Vermonters over the age of 18
• Supervised by: VSL Shift Supervisor
• Schedule: Full time - 35-40 hours (Saturday-Wednesday - 11p-7a)

Application Requirements: A Cover Letter and Resume are required with your application.

Responsibilities

• Provide confidential peer support utilizing choice-based, person-centered, risk reduction, and strengths-based approaches
• Respond to callers and texters via phone or text within a reasonable timeframe
• Communicate via email, chat, and text with co-workers and supervisors
• Complete accurate data collection after each call
• Communicate programmatic expectations and limitations to callers and texters
• 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 callers in crisis and refer them accordingly to appropriate resources
• Awareness and adherence to understanding of policies and procedures, including emergency and on-call protocols
• Attendance at mandatory meetings and training is an expectation of employment with Pathways Vermont, unless excused by the employee’s manager/HR
• Complete the Certified Peer Support Provider (CPSP) process
• Other Duties as assigned
• Attendance at the annual All Staff and Programmatic Retreats is an expectation of employment with Pathways Vermont, unless excused by the employee’s manager/HR. Retreats are held on workdays, during normal working hours, and are fully paid.

Qualifications

• Must live and work in Vermont
• Must have the ability to attend 1 team meeting monthly and 1 supervision weekly
• Direct lived experience of what is commonly referred to as a mental health challenge or crisis (not solely substance use challenges), and a willingness to share when appropriate
• Ability to meet the requirements of the Certified Peer Support Provider (CPSP) process with The Copeland Center
• Ability and willingness to share one’s own life experiences with intentionality and thoughtfulness
• Commitment to providing quality peer support and alignment with peer values/ethics
• Excellent interpersonal skills and the ability to form relationships with individuals from diverse backgrounds and experiences including people who have experienced marginalization, oppression, and injustice
• Willingness to self-reflect, learn, and take responsibility
• Willingness to practice new ways of being in relationships and to seek support when needed
• Ability to negotiate crisis situations and set professional boundaries and personal limits
• Risk and discomfort tolerance
• Willingness to try to find reconnection after disconnection
• 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
• Ability to independently meet job requirements
• High school degree or comparable work experience
• Availability to work occasional holidays

Preferred Qualifications

• At least one year of experience working in previous peer support roles and understanding of the peer movement’s history
• Professional peer support experience, Intentional Peer Support certification, and CPSP certification
• Knowledge of community resources and supports
• Awareness of or experience with at least two of the following: the consumer/psychiatric survivor/ex-patient movement, mad pride movement, neurodivergence, risk reduction, and healing justice and disability justice

Working Conditions/Physical Demands

• Ability to work from home independently in a confidential space with limited distractions
• Reliable internet connection
• Daily operation of a computer and virtual phone software
• Frequent talking and listening in participation of exchanging ideas through spoken word and occasional receipt and giving of detailed information through oral communication
• Frequent utilization of close visual acuity and reading from a computer screen, must be able to read information captured in type
• Frequent typing and communicating with team members in a group chat
• Regular participation in virtual meetings
• Moderate reading responsibilities
• Occasional exposure to high levels of noise and persons who are upset, angry, or in an extreme state
• For training purposes if needed, ability to work in an office setting either with others and/or independently
• Your supervisor may utilize various remote technology tools to monitor work from home performance and output

Compensation

$21.50 per hour

Benefits

• Medical, dental and vision insurance
• Long Term Disability/Life Insurance
• Paid Time Off (accrual of 210 hours per year to start)
• 9 Paid Holidays Annually
• 403(b) Retirement Savings Plan
• Employee Assistance Program
• Longevity Recognition Rewards
• Access to a wide variety of Pathways facilitated trainings including Intentional Peer Support