[Hiring] Vermont 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: 2
• Location: Remote (Applicants must reside in the State of Vermont)
• Schedule: Per Diem (Hours available on an as needed basis)
• Position Serves: All Vermonters over the age of 18

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.

Qualifications

• Must live and work in Vermont.
• Must have the ability to attend 1 team meeting and 1 supervision monthly.
• Must have the ability to work 1 shift every 4 weeks unless otherwise agreed upon with Supervisor.
• 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 starting rate.

Benefits

• Access to a wide variety of Pathways facilitated trainings including Intentional Peer Support.