Warmline Peer Specialist - Full Time

Type: Full-Time 

Shifts: Mix of shifts between 8am-8pm on Monday-Saturday 

Reports to: Warmline Peer Supervisor 

Office Location: Work from home up to 5 days per week; this is not a work from anywhere role. You must maintain a private, confidential workspace in your home within Illinois and be able to attend in-person trainings and meetings at our Chicago office (224 W. Hill St., Suite 410, Chicago IL) or other designated location as requested. The option to work at the NAMI Chicago Office is available. 

Schedule: The hybrid work policy is subject to changes with notice. Peer Support Warmline employees are required to work a portion of major holidays and any additional holidays that coincide with their regular schedule. The training and onboarding schedule may differ from the regular work schedule. 

Background: 

Guided by the experiences of those living with mental health conditions and rooted in equity, NAMI Chicago educates to fight stigma and discrimination, fiercely advocates for our community, and shares hope, connection and expertise with people on their mental health journey. NAMI Chicago seeks to fill gaps in Chicago's mental health system, with an intentional emphasis on serving underrepresented populations and breaking down barriers to care. 

Who We Are Looking For: 

The Warmline Peer Specialist supports NAMI Chicago’s mission by providing direct support to help seekers. They value collaboration, mutuality, and the power of lived experience to inspire hope and support others in their recovery journey. Peer support is non-clinical services provided by individuals trained and certified to utilize their own, personal lived experience in recovery from mental health and/or substance use challenges to support other individuals in their journey of recovery from substance use and/or mental health or other behavioral health challenges. These services include offering and receiving help based on shared understanding, respect, and mutual empowerment (IDHS, Peer Recovery Support Services). The Warmline Peer Specialist utilizes understanding, empathy, validation, and lived experience to ensure help seekers throughout Illinois feel heard and supported as they navigate their recovery. 

Essential Functions & Responsibilities: 

• Peer Support Specialist: Provide live telephonic support to help seekers across the state of Illinois by creating a safe space built on shared understanding, respect, and empowerment. Utilize empathy and active listening skills to connect with help seekers. Provide education and coaching on wellness and recovery principles, self-advocacy, shared decision making in treatment, and connect help seekers to resources. Utilize person-centered, strength-based, culturally informed, growth-oriented, and trauma-informed approaches to empower help seekers to define and pursue their own recovery and wellness goals.  
• CRSS & CPRS: Demonstrate competency in the domains of the Certified Recovery Support Specialist (CRSS) credential or Certified Peer Recovery Specialist (CPRS) credential and comply with its code of ethics. Demonstrate a broad understanding of recovery principles and application along the continuum of recovery with commitment to provide person-centered empowerment through a no-barriers space. 
• Lived Experience: Share lived experience navigating your recovery in a positive and motivational manner including but not limited to wellness skills, coping skills, managing mental health symptoms, mental healthcare systems and treatment, and/or supporting other’s recovery journey to assist the help seeker in navigating their own recovery. 
• Crisis De-escalation: Utilize de-escalation techniques to support help seekers regain a sense of control and stability during times of crisis. Educate help seekers on suicide prevention concepts and techniques. Collaborate with help seekers to identify support systems that they can utilize in times of crisis. 
• Documentation and Confidentiality: Using NAMI Chicago’s client record management system, maintain accurate and confidential records of all interactions with help seekers, adhering to privacy regulations and organizational policies. Respects each caller’s privacy rights and other applicable laws and regulations. Systems require significant computer use and skills. 
• Technology & Organization: Ability to use multiple technology systems (telephonic, documentation, communication) and multitask during a conversation with a help seeker e.g., remaining engaged in conversation while assessing their needs, identifying a plan, documenting information shared, and communicating with supervisors (as needed).  
• Adherence to Protocols: Follow established protocols and procedures for crisis intervention, documentation, and escalation of emergencies. 
• Continuous Training: Participate in ongoing training and professional development opportunities to enhance skills and stay updated on best practices for crisis support. 
• Communication and Teamwork: Communicate effectively and frequently throughout shift with supervisors and Peer Support Warmline staff; promptly alert supervisor of concerns and seek guidance/support when needed. Embodies NAMI Chicago’s team approach by participating in daily Teams chats, supervision meetings, team and organizational meetings, supporting co-workers, and attending scheduled trainings. 
• Wellness: Actively engage in your wellness and communicate support needs as appropriate. Participate in own wellness plan utilizing organization and team wellness activities. 
• Other Duties: Perform other duties as assigned.

Essential Knowledge, Skills and Abilities: 

• Experience with and ability to serve anyone throughout Illinois who contacts the Peer Support Warmline to provide a no-barriers access point for support and education by individuals with lived experience. Exhibit sensitivity and empathy regarding human service issues and project a non-judgmental attitude towards those requiring assistance. Demonstrate ability to maintain professional boundaries with help seekers and peers. 
• Demonstrate ability to serve underrepresented and vulnerable populations living with mental health conditions and/or substance use, including social minorities, racial/ethnic minorities, youth, young adults, and older adults. 
• Firsthand knowledge/experience living with a mental health condition and utilizing recovery principles. Familiarity with community resources and treatment options for mental health conditions and substance use. 
• Excellent communication skills, both verbal and written, and ability to navigate client record management tool. 
• Ability to maintain confidentiality of sensitive information and show professionalism, reliability, and responsibility. 
• Utilizes a growth mindset with self and others in conversations with help seekers, supervision meetings, trainings, and connections with the Peer Support Warmline team. 

Minimum Qualifications:

• High School Diploma or GED
• Candidates will possess a Certified Recovery Support Specialist (CRSS) or Certified Peer Recovery Specialist (CPRS) credential OR will obtain one of these credentials within 18 months of employment at NAMI Chicago. 
• At least one year of experience working within the human services field 
• Computer Skills: proficiency with Microsoft Outlook, Teams, Word, Excel, and PowerPoint, proficiency with Adobe Acrobat, Google Chrome, Windows operating systems, and other software routinely used by NAMI Chicago. 

Welcome Qualifications: 

• Previous experience at a peer support or social service warmline or hotline 
• Bilingual in Spanish and English 
• Current ASIST or SafeTALK certification 

Available Benefits:

· Company sponsored wellness activities.

· Medical, Dental, and Vision benefits.

· Company sponsored Life and AD&D Insurance and Long-Term Disability.

· 401k Retirement plan.

· Critical Illness Insurance, Hospital Indemnity, Accident Insurance, Short Term Disability Coverage.

· Generous PTO.

Base rate: $21 - $22 per hour

NAMI Chicago is an inclusive employer, we welcome and encourage BIPOC, LGBTQ+, Veterans, Differently Abled, Returning Citizens and All Who Are Dedicated to Mental Health to Apply.