Warmline Peer Supervisor

Type: Full-Time 

Reports to: Warmline Peer Manager 

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. 

Shifts:  

• Monday-Friday 8am-4pm 
• Monday-Friday 12pm-8pm 

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 Supervisor supports NAMI Chicago’s mission by directly supervising Peer Warmline shifts and the Peer Specialists who are 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 Supervisor provides oversight and live coaching to Warmline Peer Specialists. This work centers on listening, supporting everyone’s needs and advocating on their behalf as necessary. This role requires strong communication skills, emotional intelligence, and the ability to remain composed under pressure while multitasking across various platforms and tasks. 

Essential Functions & Responsibilities: 

• Peer Support Warmline Shift Supervision: Oversight of the Peer Support Warmline including support, guidance, and immediate direction to a team of Warmline Peer Specialists that, in turn, provide peer support to help seekers. Assist in live coaching, problem-solving and navigating issues as they arise on the Peer Support Warmline including individuals in crisis, in accordance with policies and procedures. Maintain consistent and effective communication throughout the shift with other supervisors, peer specialists, and management. Respond promptly to requests for guidance and support. 
• Supervision & Leadership: Provide regular supervision to Warmline Peer Specialists to promote the Peer Support Warmline’s continual growth and improvement. Proactively identify and address program needs to ensure effective service delivery. Foster a collaborative, trauma-informed team culture aligned with NAMI Chicago’s values and the vision for the Peer Support Warmline. Actively participate in meetings, trainings, and coaching sessions to support team cohesion and service excellence. Complete performance reviews for Warmline Peer Specialists. 
• Quality Improvement: Quality assurance includes documentation review, and live and recorded conversation monitoring. Ensure compliance to policy and workflows. Provide feedback and consultation to support quality improvement and compliance to enhance service delivery and team performance.  
• Training & Development: Participate in ongoing training and professional development to remain current with best practices. Identify team and individual specialist training needs and retraining needs; collaborate with Warmline Management to implement effective learning strategies. Support onboarding and continued training for new staff as directed by Warmline Management. 
• Wellness: Actively engage in your wellness and communicate support needs as appropriate. Support specialists in understanding and accessing wellness supports. Adhere to the organization’s wellness policies. 
• Warmline Peer Specialist: Serves as a back-up Warmline Peer Specialist as needed due to call volume or staffing needs. 
• 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 the 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. 
• Ability to make real-time rapid assessments of individuals contacting the Peer Support Warmline and the Warmline Peer Specialist’s needs, dexterity in judgement and navigation of a situation, recognition of appropriate utilization of leadership support and self-regulation of response to situations.  
• Excellent communication skills, both verbal and written, and ability to navigate client record management tool. Ability to supervise and support remote teams to foster engagement, accountability, and growth. 
• Ability to maintain confidentiality of sensitive information and show professionalism, reliability, and responsibility. 
• Utilizes a growth mindset in supervisory tasks and connections with the Peer Support Warmline team. 

Minimum Qualifications:

• Bachelor’s degree preferably in a social service field 
• 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 2 years of experience providing peer support through telephonic or in-person services in a behavioral health or community-based setting with vulnerable populations. 
• At least 1 year of experience providing training, lead work, and/or people management. 
• 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.

Salary Range: $54,000 - $60,000

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.